Customer Delivery Assistant L1 Gateline Southend Central SOCGTL002, Full time 35hrs, (Reference 002079)
Here at c2c we take pride in being an award-winning train operator running services between Fenchurch Street and Shoeburyness, serving 26 stations in East London and South Essex. Our customers never stand still and neither do we. We anticipate, innovate and flex around our customer’s needs and it takes a great team to do this.
What you’ll do:
A Customer Delivery Assistant is varied and interesting, with the opportunity to interact with our customers at a key stage of their station experience. The role is central to the safe and efficient transfer of passengers to platforms and is pivotal to our success in maintaining our first class punctuality standards, ensuring that passengers are travelling with the correct tickets and proving help and support within the station environment.
A Gateliner manages the ticket gates at our stations. Your main responsibilities will be to check all customers tickets as they enter and leave the platform, ensure the gates are fit for purpose and deal with any passenger queries including giving out information on services, routes, train times and delays, as and when they arise. You are our customers main point of contact on these matters and will need to be able to demonstrate to us your expertise in informing and advising them with any queries they have, however big or small. You will also be liaising with the Revenue Protection team reporting travel irregularities in line with c2c’s revenue protection policy. You will also provide mobility passenger assistance, any security requirements at the station and provide guidance during service disruptions.
Your ability to work under pressure and deal with sometimes difficult situations in a busy station environment with outstanding communications skills will be key to your ongoing success. More than anything, you will be a champion for exceptional customer services, a role model for others to aspire to and the best possible ambassador for c2c and the railway industry as a whole. You will be required to undertake training to a required standard. You’ll need excellent interpersonal, influencing and negotiation skills coupled with outstanding communications skills.
What it takes:
- Honest – ability to communicate both good and bad news in a clear and open way
- Engaged – a positive and enthusiastic approach to work commitments
- Focused – willingness to take personal responsibility for own actions and performance
- Friendly – be warm and approachable to all. Show respect and be inclusive
- Safe – act in a way that is safe for all.
Your additional information (supporting statement) is the crucial part of your application. Show that you are able to meet the requirements of the job by providing examples of your experience, knowledge and skills and how you apply them in real life situations
The closing date for this role is 18th November 2020
We welcome applications from a diverse range of candidates regardless of background, disability or gender as we strive to create workplaces that reflect the communities we serve.
Post details – SOCGTL002 – 35hrs – Inc early and late shift patterns and weekends