Network Rail
Customer Service Assistant
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Who We Are
Join Network Rail! Where People and Connections Matter
At Network Rail, we're dedicated to keeping passengers and freight moving safely and efficiently across the country. When you join us, you're not just part of a team—you're part of something that matters to millions. We believe that our people are at the heart of what we do, and every role plays a vital part in building a better, more connected railway.
We're committed to creating a diverse, inclusive workplace that reflects the communities we serve. To discover more about our ED&I commitments click here. We value flexibility and understand the importance of a healthy work-life balance. As a Disability Confident Leader, we'll do everything we can to accommodate any needs throughout the recruitment process.
Safe behaviour is a requirement of working for Network Rail. Applicants should be able to demonstrate their awareness of our safety vision.
About The Role
- Salary: £27,464 (spot rated)
- Closing Date: 4th August 2026
What's In It For You
Here are a few of the benefits we offer:
- 28-day annual leave with the option to buy and sell days
- Choice of pension schemes
- 75% discount of leisure travel for you and your family
- Private Healthcare
- 5 days paid volunteer or carers leave
- Up to 75% subsidised Rail and Underground travel
- Gym Pass—access to gyms across UK
- My Benefits platform—giving national and local retail discount
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Our aim is to ensure your candidate experience is as positive as possible. If you require reasonable adjustments at any point, simply let us know and we'll do our best to assist you.
Some of our roles require face-to-face Drugs & Alcohol testing. We will share further details with you as part of your formal offer.
All offers of employment are conditional upon satisfactory completion of pre-employment checks. Click here for more information.
Your Experience And Skills
Key Accountabilities
- 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.
- 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.
- Respond to and record emergencies and incidents involving the general public and industry partners, as required.
- Provide a point of contact for the reporting of faults within the station, maintaining appropriate records, reviewing, and closing actions as required.
- Actively assist and provide information to customers travelling throughout the station.
- 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.
- Provide a proactive role in dealing with hazards or unsafe conditions, checking that all such occurrences are reported correctly.
- Fulfil allocated duties as prescribed within Emergency Plans.
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Essential
- 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
Desirable
- Educated to GCSE or equivalent in English and maths
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