Station Gateline Customer Service Assistant

Job Description

We have an amazing opportunity for you to work with a four times accredited Top Employer
who played a critical role in keeping people moving during the pandemic, with services
helping get key workers and others to where they needed to be.
This fantastic organisation in the rail industry values their people and aims to inspire, attract,
and keep the best talent and provide their people with a safe and inclusive place to truly
thrive at work.
They are dedicated to helping to close the diversity gap across the rail industry and
particularly welcome applications from young people, women, people from ethnically diverse
backgrounds, LGBT+ people and people with a disability.
Supporting diversity and inclusion is a big part of who they are, they are not looking for
people to fit into their culture but add to it. Proactively embracing diversity across the
workforce.

Job Title: STATION GATELINE CUSTOMER SERVICE ASSISTANTS
Location: Edinburgh Gateway
Salary: £24,691 per annum on completion of training. The trainee salary is £21,193 per
annum
Training: 5 days commercial training and a 2-day Induction programme.
Contract: Permanent
Hours: FULL TIME 35HRS
Flexibility will be required as shift work and weekend working are involved.
Monday - Saturday shifts between the hours of 06.15 - 23.30
Sunday shifts between the hours of 08.00 - 2330
Please note that if you are appointed to a relief post you will have a contractual commitment
to work, when required by the company, up to a maximum of 13 Sunday turns per calendar
year

Job Description:
* To provide customer information and assistance including wheelchair assists.
* Issue tickets to customers in line with the excess fares' procedures using the relevant ticket
issuing equipment.
* Check tickets and supporting documents.
* At automatic gateline ensure the safe operation of the gateline including the identification of
safety hazards to the gateline operation and opening the gates when required.
* Ensure a safe environment around the gateline including cordoning off hazards and
cleaning up minor spills.
* Operate the wide isle gate and ensure the numbers of gates set for passenger flows in
each direction are appropriate.
* Assist with customer direction and queue management to ensure control of any build-up of
customers in the gateline vicinity.
* Carry out queue busting duties as required.
* Identify the development of queue lengths against pre-set limits and determine when to
open all gates to improve flow rates.

* Empty the ticket hoppers, dispose of the tickets collected and clean the gates and
associated plant equipment.

Skills Required:
To be successful in this role you will demonstrate a commitment to exceeding customer
expectations, have total confidence and ability to deal with conflict situations constructively,
be a real team player and highly proactive.
Your excellent communication skills will be evident, as will the ability to work alone when
required and be able to demonstrate individual initiative when required.
You don't need to have any experience as your training will include induction, customer
service, commercial skills, first aid, fire safety, disability awareness and conflict management
- will be professionally delivered to give you all the tools you need to master this interesting
role.

You will be rewarded for your contribution with a competitive benefits package that includes:
* Contributory Final Salary Pension scheme
* Free and reduced rate rail travel for you and your family, where applicable.
* Generous holiday allowance
* 3% commission on ticket sales
* Hapi benefits package

Selection process: Microsoft Teams Interview + Final Interview with organisation. The final
stage for successful candidates will be a medical questionnaire.
Appointees must submit at least two satisfactory references, Disclosure Scotland clearance
and complete a six-month probation period.
Medical Fitness: Due to the nature of the post and rail industry safety requirements there are
certain medical & fitness standards that you would require to meet.

CCNorthwest