Gateline Operative / Railway

Gateline Operative /Railway Customer Service Representative

Vacancies at Stevenage, Hitchin, Welwyn Garden City, Hatfield.

Job Summary:
We are looking for a friendly, proactive, and customer-focused individual to join our team as a Railway Customer Service Representative. In this role, you will be the first point of contact for passengers, providing assistance, information, and support to ensure a pleasant and smooth travel experience. Your duties will include responding to customer inquiries, addressing concerns, assisting with ticketing, and ensuring overall customer satisfaction.

Key Responsibilities:
- **Passenger Assistance:** Provide prompt and courteous service to passengers, assisting with ticket purchases, travel inquiries, and station services.
- **Information Services:** Offer clear and accurate information regarding train schedules, platform locations, delays, and alternative travel options.
- **Ticketing Support:** Help passengers with ticket purchases, exchanges, refunds, and fare adjustments using ticketing systems.
- **Customer Complaints:** Handle passenger complaints and resolve issues in a timely and professional manner, escalating more complex concerns to management as necessary.
- **Platform Support:** Assist with crowd control, boarding procedures, and platform safety, ensuring an organised and safe environment for passengers.
- **Lost & Found:** Manage the lost and found service, recording and tracking lost items, and assisting passengers in retrieving their belongings.
- **Safety Awareness:** Educate passengers on railway safety procedures, platform rules, and emergency protocols.
- **Multitasking:** Assist with other station duties as needed, including coordinating with train crews, cleaning staff, and other team members to maintain smooth operations.

Requirements:
- **Experience:** Prior experience in customer service, preferably in a transportation or travel-related field, is an asset but not required.
- **Knowledge & Skills:**
- Strong interpersonal and communication skills with a customer-first attitude.
- Ability to handle stressful situations calmly and effectively.
- Basic computer skills and experience with ticketing or reservation systems are a plus.
- Problem-solving skills with the ability to think on your feet and resolve issues independently.
- Attention to detail and ability to follow procedures, particularly with safety regulations.

Working Conditions:
- Must be able to work a variety of shifts, including evenings, weekends, and holidays.
- Standing or walking for extended periods of time may be required.
- Ability to work in a fast-paced, sometimes high-pressure environment.

Why Join Us?
- Competitive pay , reviewed after 12 weeks training period.
- Opportunities for career growth within the railway industry
- Ongoing training and development programs
- Work in a dynamic and essential transportation sector, directly contributing to the quality of customer travel experiences

How to Apply:
Please submit your CV

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