Customer Service Assistant

Our Customer Service Assistants play a vital role in maintaining safety and security across the station and support our delivery of a great passenger experience. The tasks are varied, but you will spend most of your time on patrols around the station, making sure that everything is as it should be from a safety and security perspective. You will also complete checks on the lifts, escalators and with station retailers. Once all mandatory checks have been completed, your focus will be to maintain a presence within busy areas of the station, helping passengers with things like finding their train or directing them around the station. There will always be interruptions, whether that’s someone who needs first aid, managing crowds during disruption, or responding to the huge variety of incidents that can occur within a major train station.

Further insight into the role can be seen by following the link below to a short video:

Leeds CSA Introduction Video (1).mp4

**Please see example Roster below, will these start and finish times work for you? (not negotiable) **:

• GPR – General Purpose Relief – you could be asked to cover night / morning/ afternoon shift, alternatively you will work 7.5 hours during the day, hours would be determined the shift manager / roster clerk in advance.

1. Provide a highly visible point of contact for station users providing customer service to all, including visitors, contractors, retailers, TOC’s and customers travelling throughout the station.

2. Undertake regular station checks including contractor compliance, security, safety and equipment in accordance with relevant company standards and procedures, completing the relevant paperwork for audit purposes.

3. Respond to and record emergencies and incidents involving the general public and industry partners, as required.

4. Provide a point of contact for the reporting of faults within the station, maintaining appropriate records, reviewing and closing actions as required.

5. Actively assist and provide information to customers travelling throughout the station.

6. Check contractors have relevant risk assessments and method statements prior to issuing Permit to Work.

7. In liaison with customers, external authorities and regulators, implement plans to prevent and manage criminal activity on the station, including discouraging and preventing unauthorised persons from entering or remaining on the station.

8. Provide a proactive role in dealing with hazards or unsafe conditions, checking that all such occurrences are reported correctly.

9. Fulfil allocated duties as prescribed within Emergency Plans.

• Command of English language, both written and oral

• Experience of working in a customer facing environment

• Confidence to deal with different types of situations assertively

• Experience of working effectively as part of a team

• Educated to GCSE or equivalent in English and maths