Network Rail
Customer Service Assistant(Volume)
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Who We Are
Looking for a career where you can make a difference every day?
At Network Rail, we keep Britain moving. We operate, maintain and develop the railway infrastructure that connects millions of passengers and businesses across the country.
As a Customer Service Assistant, you'll be the face of Network Rail at the station, providing outstanding customer service, supporting passengers throughout their journey, and helping to keep the station safe and welcoming for everyone.
This is a rewarding opportunity for someone who enjoys working with people, thrives in a dynamic environment, and takes pride in delivering exceptional service. In return, you'll join a team that values diversity, supports personal development, and offers opportunities to build a long-term career within the rail industry.
Together, we're putting passengers first and creating a railway that people can rely on every day. Are you in?
About The Role
"No rail experience? No problem. We're looking for people with the right attitude and transferable skills. We'll provide the training, support and development needed to help you succeed and build a long-term career with Network Rail."
As a Customer Service Assistant at Birmingham New Street, you'll be at the heart of one of the busiest and most exciting railway stations in the UK. Every day, you'll help thousands of passengers travel safely, confidently and efficiently, delivering excellent customer service while playing a vital role in the safe operation of the station.
No two days are the same. Whether you're providing travel information, assisting customers during disruption, carrying out security duties, or helping passengers navigate their journey, you'll be making a real difference to people's experiences.
You'll spend much of your time on the station concourse, engaging with customers, monitoring activity, conducting security searches and maintaining a visible presence across the station. This is an active role that involves being on your feet for most of the working day and covering significant distances throughout the station environment.
Safety and security are at the forefront of everything we do. Through comprehensive training and support, you'll develop the skills and confidence needed to identify potential risks, respond appropriately to incidents and help ensure everyone gets home safe every day.
Build a Career with Network Rail
This is more than just a customer service role—it's an opportunity to build a long-term career within one of Britain's largest infrastructure organisations.
We invest heavily in our people and provide extensive training, development and progression opportunities. Many of our frontline colleagues have gone on to become Senior Customer Service Assistants, Shift Station Managers, Duty Station Managers and leaders within operational, safety and customer service functions across Network Rail.
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If you're ambitious, committed and eager to learn, we'll support you to develop the skills and experience needed to achieve your career goals.
Working Pattern
This is a shift-based role that includes days, nights, weekends and bank holidays. Flexibility is important, as our stations operate every day of the year to support passengers and keep Britain moving.
Many of our colleagues find the structured roster pattern beneficial, allowing them to plan work-life commitments well in advance.
What You'll Receive
In return, you'll receive comprehensive training, ongoing support and access to excellent career development opportunities. We'll equip you with the skills, knowledge and tools needed to work safely, confidently and successfully in a safety-critical environment.
If you're passionate about helping people, enjoy working in a fast-paced environment and are looking for a rewarding career with genuine progression opportunities, we'd love to hear from you.
At Network Rail, Everyone Matters. We're committed to creating a diverse, inclusive and supportive workplace that reflects the communities we serve. By embracing different backgrounds, experiences and perspectives, we're creating a railway that is more accessible, representative and inclusive for our passengers, colleagues and customers.
Safety is at the heart of everything we do. As a safety-critical organisation, we expect all applicants to demonstrate an understanding of the importance of safe behaviours and a commitment to our vision of Everyone Home Safe Every Day.
Salary And Benefits
In addition to a starting salary of £27,464, you'll have access to a range of excellent benefits, including:
- Generous annual leave entitlement
- MyBenefits - our employee discounts platform offering savings across hundreds of retailers
- Cycle to Work scheme
- Healthcare and wellbeing offers
- Subsidised rail and London Underground season tickets of up to 75%
- A choice of contributory pension schemes
- Two weeks' paid reserve leave for members of the Armed Forces community
- Access to learning, development and career progression opportunities across Network Rail
Our Commitment to Inclusion
We welcome applications from everyone and are proud to be a Disability Confident Leader.
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If you require any adjustments or support during the recruitment process, we'll work with you to provide a reasonable alternative and ensure you have every opportunity to demonstrate your skills and potential.
Recruitment Process
Closing Date: 3rd August 2026
Please note that late applications cannot be accepted.
Our selection process is designed to help you understand the role and demonstrate your suitability for a career as a Customer Service Assistant.
The Process Includes
- Online Application
- Situational Judgement Assessment - designed to assess how you would respond to scenarios commonly encountered in the role.
- Online Assessment Tests - successful candidates will be invited to complete further assessments.
- Assessment Centre - Following the tests, if appropriate, you will receive an invitation to attend an assessment centre on 3rd and 4th September 2026 in Birmingham. Rather than a standard interview, the day will consist of a group exercise and an interview. This is a great way to learn about what could be expected of you as a CSA at Birmingham station. We appreciate your time and efforts as part of the application process and hope to see you at the assessment centre soon!
Start Your Journey with Network Rail
If you're passionate about helping people, committed to safety and looking for a rewarding role with genuine opportunities for development and progression, we'd love to hear from you.
Join us and help keep Britain moving.
Your Experience And Skills
What We're Looking For
You don't need previous rail experience, but you'll be able to demonstrate transferable skills in the following areas:
- Customer Focus - You genuinely enjoy helping people and are committed to delivering excellent service in a busy customer-facing environment.
- Safety and Security Awareness - You'll be vigilant, follow procedures and maintain high standards of safety for passengers and colleagues.
- Communication Skills - You can communicate clearly, confidently and professionally, both verbally and in writing.
- Teamwork - You work well with others and understand the importance of supporting colleagues to achieve shared goals.
- Resilience Under Pressure - You remain calm and professional when dealing with challenging situations, disruption or emergencies.
- Decision Making - You can assess situations, use your judgement and make well-informed decisions when required.
- Eagerness to Learn - You're open to learning new skills, processes and responsibilities and committed to your own development.
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