Customer Service Assistant - Platform

Govia Thameslink Railway; Horsham; On-site; GBP 25,000 - GBP 29,000; Full time

Job summary

A transportation company is seeking a Platform Assistant in Horsham. This critical role requires delivering outstanding customer service and ensuring a safe environment. Responsibilities include providing advice, maintaining station safety, and managing customer interactions. Candidates should have effective communication skills and live locally to meet shift requirements. The position offers comprehensive training and various benefits, including free travel on the network 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

Comprehensive and ongoing training

Qualifications

• Must have a proactive customer approach and passion for supporting the team.
• Exceptional levels of customer service expected.
• Demonstrable experience managing customers effectively.

Responsibilities

• Provide the highest possible standard of advice and service.
• Deliver a safe, attractive retail station environment.
• Participate in safe running of trains and comply with procedures.
• Promote marketing literature and useful information.

Skills

Proactive customer approach

Exceptional customer service

Experience managing customers in difficult environments

Effective communication skills

Ability to make decisions in a customer-focused manner

Local area residence

Job description

Overview

£25,300 rising to £28,200 + Regional Allowance + Sundays

Key Info

Role: Platform Assistant

Location: Horsham

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

Roster: Earlies, Lates & Nights - 24 hour coverage

Role summary

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

These roles cover 24 hour operation, so 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.

Benefits & progression

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.