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Job Title: Customer Assistant - Accessibility Support Specialist Rail
Job description
TST Events are a leading provider of Rail Transportation Agency services dedicated to ensuring safe, efficient, and accessible travel experiences for all passengers. We are supporting Keolis Amey and are committed to providing exceptional customer service and fostering an inclusive environment for individuals with mobility, sensory, visual, and non-visible impairments.
We are seeking dedicated and compassionate individuals to join our team as a Customer Assistant specialising in accessibility support. In this role, you will play a crucial part in ensuring that all passengers, regardless of their abilities, have a positive and seamless journey experience across our rail network. As a key member of our customer service team, you will provide assistance and support to passengers with disabilities, helping them navigate the station facilities, board trains, and reach their destinations safely and comfortably.
Key Responsibilities:
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Provide personalised assistance and support to passengers with mobility, sensory, visual, and non-visible impairments, ensuring their needs are met throughout their journey.
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Assist passengers with boarding and disembarking trains, including deploying, ramps or other accessibility equipment as required.
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Offer guidance and directions within the station premises, including assistance with ticketing, platform navigation, and accessing amenities.
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Communicate effectively with passengers to understand their specific requirements and preferences, offering appropriate assistance tailored to their needs.
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Collaborate closely with station staff, train operators, and other relevant personnel to ensure a coordinated and efficient provision of accessibility support services.
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Stay updated on relevant accessibility policies, procedures, and regulations to ensure compliance and adherence to industry standards.
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Handle enquiries, complaints, and requests from passengers with professionalism and empathy, striving to resolve issues promptly and effectively.
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Maintain a positive and proactive attitude towards promoting accessibility awareness and inclusion among staff and passengers.
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Carry out station surveys and tasks to help the stations Team.
Requirements
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Empathetic and patient demeanour, with a genuine passion for assisting individuals with disabilities.
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Excellent communication and interpersonal skills, with the ability to interact effectively with passengers from diverse backgrounds.
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Strong problem-solving abilities, with a proactive approach to addressing challenges and finding solutions.
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Ability to work collaboratively in a team environment, as well as independently when necessary.
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Basic understanding of accessibility requirements and regulations, with a willingness to learn and adapt to evolving standards.
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Flexibility to work varying shifts, including weekends and holidays, in line with the operational needs of the rail network.
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Prior experience in customer service or disability support roles is desirable but not essential.
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Knowledge of British Sign Language (BSL) or other relevant communication methods is advantageous.
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Helping people/caring (in personal life or work): 1 year (required)
Join us in making travel accessible for everyone! Apply now to become a valued member of our accessibility support team and help us create inclusive and welcoming journeys for all passengers.
Job Type: Zero hours contract
Expected hours: 8 hour shifts, 1 – 40 per week (Average of 35 hrs, can adapt hours to suit)Â
