Customer Care Assistant

About the Roles?

Customer Care Assistant:

As a Customer Care Assistant, you will provide customer assistance to our passengers and work closely with station staff in providing this service. These roles have full time and part time opportunities. Your responsibilities will include:

Dealing with our most vulnerable customers who book travel assistance plus any additional customers who need guidance and luggage assistance
Carrying out a range of manual handling activities, including putting ramps down on trains to help customers with wheelchairs and luggage
Maintaining a high presence outside in all elements across the station
You will also be providing travel information and helping to maintain a safe environment.

 

What We’re Looking For?

For all roles, you’ll need to be:

Committed to delivering extraordinary customer service.
A self-starter with a can-do attitude.
Confident in making decisions, even in high-pressure situations.
Calm and customer-focused during disruptions or crises.
Comfortable working within strict procedures.

 

Minimum Requirements?

Ability to work as part of a team or independently.
Strong verbal and written communication skills.
Evidence of numerical ability.

 

Working Pattern?

These roles involve working shifts, including weekends and bank holidays. Shifts will vary depending on the role and location. Some roles will start from 04:30 with late shifts finishing 01:00. These times will vary depending on location. Some stations may involve night work.

 

Additional information?

Shortlisted candidates will be invited to an assessment day scheduled for mid-June. This vacancy is advertised to fill current and future vacancies at the above stations.

 

What to Expect?

After submitting your application, you’ll complete an online assessment (recommended on a laptop/computer).
Shortlisted candidates will be asked to complete an online ability test and will then be invited to a competency-based interview.
Successful applicants will need to pass a medical assessment, including a colour vision test and drug and alcohol screening, as well as a Basic DBS check.
Full training will be provided, including a 3-week training programme in Swindon.

 

All positions involve working on the front line of customer service, ensuring passengers have a smooth, safe, and enjoyable journey. If you’re passionate about helping others and thrive in dynamic environments, these roles could be perfect for you!

 

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.