Customer Service Assistant - Platform/Gates (LWS)

Govia Thameslink Railway; Lewes; On-site; GBP 25,000 - 28,000; Full time

Job summary

A leading transport service provider in Lewes is looking for Gateline and Platform Assistants to deliver exceptional customer service and ensure passenger safety. You will provide information, maintain a welcoming environment, and promote company services. Candidates must live locally to fulfill shift requirements and be prepared for various working hours, including weekends. The role offers a varied schedule, comprehensive training, and great benefits including free travel and a final salary pension.

Benefits

Free travel on our network

Privilege rate Oyster card

Up to 75% off travel on other TOCs

Final salary pension

Qualifications

• Passion for delivering outstanding customer service.
• Experience in managing customers effectively in challenging environments.
• Live in local area to ensure reliable transportation.

Responsibilities

• Provide high-standard advice and service to customers.
• Ensure a safe and attractive station environment.
• Promote relevant marketing and useful information.
• Comply with safety procedures for train and station operations.

Skills

Customer service excellence

Effective communication

Proactive customer approach

Ability to manage customers in difficult situations

Job description

£25,300 rising to £27,400 + Regional Allowance + Sundays

Key Info

Role: 1x Gateline Assistant E/L & 1 x Platform Assistant E/L/N

Location: Lewes, East Sussex

Contract: Full Time, averaging 35 hours per week + rostered Sundays

Roster: Gateline - Early/Late shifts covering between 05:30 - 00:00

Platform - Early/Late/Nights shifts pattern providing 24hr coverage

Are you passionate about delivering outstanding customer service?

Do you enjoy helping people?

This is your opportunity, as you will often be the first and last person our customers will meet on their journey and it is therefore a vital role for making our customers' day!

Key to your role, at all times, is being visible and anticipating the needs of the customer to meet their expectations.

As a Platform Assistant you can do just that. You are responsible for:

• Providing the highest possible standard of advice, information and service to our customers
• Delivering a safe, attractive retail station environment
• Participating in the safe running of trains and a safe station environment by complying with procedures
• Promoting all relevant marketing literature and useful information

Due to the shift times you must live in the local area and have available transport to ensure that you arrive at the station for the first shift and work your last shift as required as there may not always be a train service available.

All roles may involve standing for long periods of time, working weekends and bank holidays.

Platform based roles are safety critical due to the direct involvement with the operational railway.

Experience / Skills

• A proactive customer approach coupled with passion and ability to support the team.
• Exceptional levels of customer service, each and every time – you will be a role model for others to follow.
• Demonstrable experience of managing customers effectively in difficult environments.
• An effective communicator and must be able to demonstrate this both through your application and or assessments.
• Live in the local area to be able to get to and work and home.
• Able to make decisions in a customer focused manner and carry out instructions effectively.

In return, you'll be rewarded with an interesting and varied work schedule, in an environment where learning and progression is actively encouraged. You'll enjoy great company and industry benefits, as well as the support of a passionate team. Along with comprehensive and ongoing training, your benefits will include free travel on our network, privilege rate oyster card, up to 75% off travel on other TOCs (train operating companies), final salary pension and much more.