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Customer Service Assistant

  • Job
    Junior Level
  • Hospitality & Retail
  • London


  • People focus - you'll enjoy working in a role that requires you to deliver excellent customer experiences. You genuinely care about our customers and pride yourself on being able to build rapport with everyone, including our passengers and colleagues.
  • Safety and security – our safety vision is everyone home safe every day, and you'll be able to demonstrate vigilance and safe behaviours. You'll also have a good eye for detail, looking for anything that doesn't look quite right. You'll also need to be able to follow instructions, adhere to rules and ensure that others do the same.
  • Communication – every day you'll be helping passengers and working closely with colleagues, you'll need to be able to communicate clearly (both written and verbal), warmly and concisely in English.
  • Acting as one team – station operations depend on a high level of team working where you support each other to keep the station operating smoothly and safely. You'll need to be someone that others can depend on - you are responsible and play your part.
  • Staying calm under pressure – At times, you will be faced with stressful situations and you need to be someone who stays calm under pressure, even when faced with an angry passenger, or emergencies such as station evacuations.
  • Confident decision making – your decisions affect our passengers and other station users. You'll be able to show that you can make independent and informed decisions under pressure.
  • Willingness and capacity to learn – there's so much to learn and you'll work with many people, processes and equipment every day. You'll be keen and able to keep learning every aspect of the role.
  • This role involves days, nights and weekend working and the job is crucial for the safe running of the railway and it's passengers.
  • Whilst a rostered working environment may look like a challenge to working parents, we have many amongst our Southern Stations team who find this to be of benefit, due to the structure and commitment of a planned weekly roster they can plan childcare effectively!
  • It's also important for our candidates to be aware that whilst we do have high expectations of our customer service assistants with regards to the safety of our station and the passengers, we equip you to be as safe as you can possibly be in every possible scenario.


  • You'll help keep our passengers and station services moving. As a customer service assistant, you'll enjoy variety and lots of activity in your role - this really is a job where no two days are the same.
  • Our passengers and station users matter, and you'll be out there to provide a safe, secure and positive station experience. Most days you'll be covering significant distances across the station as you conduct security searches, monitor the station concourse, and help passengers during their station experience. You will spend most of the working day on your feet being highly visible to the customer. It's your training and attention to safety and security that help keep our station users safe every day.
  • You're able to build a good rapport with others, and your communications skills make all the difference with station users, retail staff and your station colleagues. And you'll always be thinking of a great customer experience as you provide help across the station.
  • This role also involves shift working (days, nights, and weekends) and to you'll be willing and able to work on a shift basis which means that you may be asked to cover a variety of shifts 365 days per year.

Founded Year

Mission & Purpose

We’re at the heart of revitalising Britain’s railway, getting people and goods where they need to be and supporting the economy. Investment and modernisation are essential. So we’re building the railway of the future, running a safe, reliable and efficient railway, and serving customers and communities. Our vision is Putting Passengers First – becoming a company that’s on the side of passengers and freight users.