Customer Service Assistant
Public Sector Resourcing
Birmingham
Transport and Rail
Role
Job Description
On behalf of Network Rail, we are looking for Customer Service Assistants for a 6 Month contract based in Birmingham.
Network Rail is at the heart of revitalising Britain's railway. From Crossrail - Europe's largest civil engineering project - to investment in world-class stations and major programmes of electrification, we are involved in some of the most ambitious and diverse ventures that this country has ever seen. We at Network Rail are dedicated to becoming one of Britain's best employers and believe this starts with placing the candidate at the heart of everything we do!
As a Customer Service Assistant, your main responsibilities will be:
* To 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.
* To 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.
* Responding to and recording emergencies and incidents involving the general public and industry partners, as required.
* To provide a point of contact for the reporting of faults within the station, maintaining appropriate records, reviewing and closing actions as required.
* Actively assisting and providing information to customers travelling throughout the station.
* To check contractors have relevant risk assessments and method statements prior to issuing Permit to Work.
* 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.
* To provide a proactive role in dealing with hazards or unsafe conditions, checking that all such occurrences are reported correctly.
* Fulfilling allocated duties as prescribed within Emergency Plans.
Essential:
* Good 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.
Please be aware that this role can only be worked within the UK and not Overseas.
Network Rail is an equal opportunity employer and values diversity. They welcome applications from everyone.
Disability Confident
As a member of the Disability Confident Scheme, Network Rail guarantees to interview all candidates who have a disability and who meet all the essential criteria for the vacancy. In cases where we have a high volume of candidates who have a disability who meet all the essential criteria, we will interview the best candidates from within that group.
Armed Forces Covenant
Network Rail guarantees to interview veterans or spouses / partners of military personnel who meet all the essential criteria for the vacancy. In cases where we have a high volume of ex-military candidates / military spouses or partners, who meet all of the essential criteria, we will interview the best candidates from within that group.
In applying for this role, you acknowledge the following "this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different".
Network Rail is at the heart of revitalising Britain's railway. From Crossrail - Europe's largest civil engineering project - to investment in world-class stations and major programmes of electrification, we are involved in some of the most ambitious and diverse ventures that this country has ever seen. We at Network Rail are dedicated to becoming one of Britain's best employers and believe this starts with placing the candidate at the heart of everything we do!
As a Customer Service Assistant, your main responsibilities will be:
* To 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.
* To 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.
* Responding to and recording emergencies and incidents involving the general public and industry partners, as required.
* To provide a point of contact for the reporting of faults within the station, maintaining appropriate records, reviewing and closing actions as required.
* Actively assisting and providing information to customers travelling throughout the station.
* To check contractors have relevant risk assessments and method statements prior to issuing Permit to Work.
* 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.
* To provide a proactive role in dealing with hazards or unsafe conditions, checking that all such occurrences are reported correctly.
* Fulfilling allocated duties as prescribed within Emergency Plans.
Essential:
* Good 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.
Please be aware that this role can only be worked within the UK and not Overseas.
Network Rail is an equal opportunity employer and values diversity. They welcome applications from everyone.
Disability Confident
As a member of the Disability Confident Scheme, Network Rail guarantees to interview all candidates who have a disability and who meet all the essential criteria for the vacancy. In cases where we have a high volume of candidates who have a disability who meet all the essential criteria, we will interview the best candidates from within that group.
Armed Forces Covenant
Network Rail guarantees to interview veterans or spouses / partners of military personnel who meet all the essential criteria for the vacancy. In cases where we have a high volume of ex-military candidates / military spouses or partners, who meet all of the essential criteria, we will interview the best candidates from within that group.
In applying for this role, you acknowledge the following "this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different".