Customer Service Assistant

Application ends: February 10, 2023
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Job Description

Glasgow, Scotland

Customer Service Assistant (Security & Mobility)


Glasgow, GB

Department Name

Scotland Region

About Network Rail

At Network Rail, our passengers and freight users are at the heart of everything we do. We help connect people to their friends and families and get goods to their destination safely and efficiently. We’re an organisation where people matter. Watch our video to find out more!

Scotland’s Railway is part of this large family and it covers a large geographical area from the Borders to Thurso at the far tip of the North East of Scotland, accounting for almost 20 per cent of the UK rail network. We provide rapid access along busy commuter routes to our seven cities, servicing the varied needs of our business and leisure commuter services, including cross border services and rural services. We have up to 50 freight services operating every day and we are steadily building capacity for this to grow. Our ambition to be responsive to passengers and freight users, drives us every day and we’re empowered to do the right thing for those who use the rail network. We actively challenge unsafe practices and take responsibility for addressing risks, resolving issues and protecting safety and wellbeing.

Our colleagues are encouraged to work flexibly as we know that busy lives don’t always fit around a traditional working pattern, if you need flexibility to complete your role just let us know and we will do our upmost to help you to invest in your career with us while balancing other aspects of your life.

We’re also a Disability Confident Leader employer and we’ll try our best to adapt the process and offer a reasonable alternative to help support people with disabilities access, apply and interview for roles.

Brief Description

Our Customer Service Assistants provide a customer focused presence within the station on a day to day basis and deliver a first class and safe station environment for Train Operating Companies (TOCs), passengers and retailers.

Please note that this role will involve shift, weekend, bank holiday and night working.

The successful candidate will also be required to undergo a medical and drug & alcohol screening to enable them to drive station buggies (if a similar medical assessment has not already been undertaken).

About the role (External)

Key Accountabilities

1. 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.

2. 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.

3. Respond to and record emergencies and incidents involving the general public and industry partners, as required.

4. Provide a point of contact for the reporting of faults within the station, maintaining appropriate records, reviewing and closing actions as required.

5. Actively assist and provide information to customers travelling throughout the station.

6. Check contractors have relevant risk assessments and method statements prior to issuing Permit to Work.

7. 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.

8. Provide a proactive role in dealing with hazards or unsafe conditions, checking that all such occurrences are reported correctly.

9. Fulfil allocated duties as prescribed within Emergency Plans.

Job Skills, Experience and Qualifications


  • 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
  • Meet the required benchmark for application screening questions (all applicants).


  • Educated to GCSE or equivalent in English and maths

If you are interested in applying for this vacancy, please ensure you fully research the role and Network Rail prior to completing any further stages of the application process.

Find out more about this role and our managed station environments at:

We’re dedicated to creating an inclusive environment and we welcome applications from everyone!

Network Rail is a Disability Confident Leader and we’ll try our best to adapt the process and offer a reasonable alternative to help support people with disabilities access, apply and interview for roles.

You can visitEvenbreak’s Career Hive for advice on accessibility support if you’re unsure of the options available.

Should you require any reasonable adjustments/modifications, please contact or add a note to your application.

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. Applicants should demonstrate their personal commitment to safety in their application.

Please note that all applicants must complete and pass the benchmark for the mandatory pre-screening questions at the start, in order for your application to be progressed.

Grade: Band 6

Salary: £21,500

Closing date: Monday 6th February 2023 – late applications will not be accepted.

We retain the right to close the advert before the listed closing date (based on application volumes) so if you are interested in this vacancy, we encourage you to make your application as early as possible.