Who We Are
Covering Wessex, Sussex and Kent, the Southern Region is one of the busiest and most dynamic parts of the railway. Our teams keep some of the UK’s most vital passenger and freight routes moving every single day. This is a place where collaboration, innovation and resilience are key and where your contribution will directly impact millions of journeys. We are entering an exciting new chapter as we integrate with train operating companies under one national leadership, creating even greater opportunities to shape the future of rail.
Customer Service Assistant
Location: Waterloo Managed Station
Hours: Full Time Fixed Term Contract
Salary: £27,464+ Location Allowance
About The Role
Be the Face. Be the Fixer. Be the Energy of the Station
We’re looking for a confident, people‑focused Customer Service Assistant to bring warmth, support and visibility to our station every single day. You’ll be the person everyone looks for – the friendly face, the helping hand, the calm voice and the problem‑solver who keeps the station running smoothly, safely and positively for passengers, TOCs, retailers and visitors. If you love working with people, enjoy staying active and want a role where every day is different, this one’s for you.
What You’ll Be Doing
Be the Go‑To Person
- Provide a highly visible, approachable presence throughout the station.
- Be there for customers, contractors, retailers, TOCs and visitors – offering help, guidance and reassurance.
Keep the Station Safe & Spotless
- Complete regular checks on safety, security, contractors and equipment.
- Make sure everything is compliant, recorded and ready for audit.
Respond When It Matters
- Step in during emergencies or incidents, supporting the public and industry partners.
- Log, record and update incidents accurately.
Own the Fault Reporting Process
- Be the central point for reporting issues around the station.
- Track and close actions, keeping everything running smoothly.
Help Customers on Their Journey
- Provide clear, friendly and accurate travel information.
- Actively assist passengers around the station, especially at busy times.
Work Smart with Contractors
- Check risk assessments and method statements before issuing a Permit to Work.
- Keep safety and compliance at the heart of every task.
Support Safety & Security
- Work with customers, authorities and regulators to discourage criminal activity.
- Help manage and prevent unauthorised access to the station.
Stay Hazard‑Aware
- Identify hazards or unsafe conditions and ensure they are reported quickly and correctly.
Be Emergency‑Ready
- Carry out your responsibilities under the station’s Emergency Plans with confidence and calm.
Your Experience and Skills
Essential
- Strong command of the English language (written and spoken).
- Experience in a customer‑facing role.
- Confidence to handle a wide range of situations calmly and assertively.
- A great team player who works well with others.
Desirable
- GCSEs (or equivalent) in English and Maths.
Why You’ll Love This Role
This job is full of variety, energy and purpose. You’ll be out on the station floor, supporting real people, solving real problems and making every journey safer and smoother. You’ll be part of a team that values community, confidence and customer care – and you’ll help shape the station experience for thousands of people every day.
Here’s What You Can Expect
Perks That Pack a Punch
- 28 days annual leave + statutory days (with the option to buy or sell).
- Defined benefit pension scheme.
- 75% subsidy on rail and Underground season tickets.
- Up to 75% off leisure travel.
- Flexible and hybrid working arrangements.
- Volunteer leave.
- Carer’s leave.
- Healthcare scheme, GymPass discounts, Cycle to Work and more.
- Generous maternity, paternity and adoption leave.
What You’ll Get
- A career with impact and purpose.
- A supportive, inclusive team culture.
- Opportunities for growth, training, and progression.
- The chance to shape the future of international rail travel.
We’re All About Inclusion
We believe diversity drives innovation. Whoever you are and however you identify – if you have the skills and passion, we want you on our team. Bring your authentic self.
Safe Behaviour
Keeping people safe on the railway is at the heart of everything we do. Safe behaviour is therefore a requirement of working for Network Rail. You should demonstrate your personal dedication to safety on your application.
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