Working in rail doesn't just mean driving a train, as there are a myriad of other roles available that are integral to the smooth running of the sector. One of the cogs in the well-oiled machine is a customer service assistant.

What does it involve?

The primary role of a customer service assistant is to deal with the million of passengers that use the UK's train service every year. People in this role will usually spend their entire day dealing with the general public, answering questions and thinking quickly on their feet when an issue arises.

A person suited to this particularly job would be able to thrive in challenging situations, especially when dealing with upset or unhappy customers - particularly during delays and other disruptions.

The role can vary dramatically, but common duties include :

• Providing advice and assistance to customers.
• Providing general travel information and helping passengers purchase the correct tickets.
• Issuing penalties in cases where people haven't bought a ticket.
• Complying with all safety requirements and ensuring personal safety, as well as that of others at all times.
• Communicating effectively with colleagues.
• Making passenger announcements.
• Responding to customer requests and finding solutions that keep the needs of the business and passenger in mind.
• Carrying out emergency procedures when required.
• Helping to load and unload luggage.
• Signalling the guard or driver to depart.
• In smaller stations, you may need to undertake some cleaning tasks or may be asked to clear snow and ice off platforms during spells of cold weather.

A customer service assistant can be based in several different places across the station, meaning the job could be different from day to day. The role could involve manning an information point, where you would need to provide customers will live information on train times, as well as wider transport information. You could also work in the station reception, meaning you would be the first point of contact for contractors, directing them where to go.

What skills or experience are needed?

As your role as a customer service assistant can vary, those with a wide range of skills and experience are likely to be successful candidates.

Anyone looking to apply for this position should have:

• Strong communications skills, as you will be expected to engage with passengers, colleagues and third parties eg workmen.
• Excellent customer service skills.
• The ability to remain calm when under pressure, as you could come into contact with frustrated customers, particularly if trains have been delayed.
• Strong numeracy skills.
• A good memory for timetables, fares and regulations. This information will often be available elsewhere, but being able to answer a query without having to leave the customer and check details will mean providing better service.
• An awareness of health and safety.
• The ability to be able to work without supervision, as well as part of a team.

What are the working conditions like?

Customer service assistants would be expected to work office-based environments, such as in information booths, as well as on the platform. Generally, your time should be evenly split between these two business areas.

You should be provided with a uniform that will include items to keep you warm during the winter. People working in this role typically work between 37 and 39 hours per week, in shifts of up to 12 hours, which can be scheduled any day.

The salary would depend on your experiences and some firms may offer additional benefits, such as discounted travel.

Next steps

If you like the sound of this role and think you've got what it takes to work in customer service in the rail industry, then take a look at Unity Recruitment's latest vacancies. Don't hesitate to contact us if you have any queries or questions.