Customer Service Assistants

We're committed to creating a diverse, inclusive workplace that reflects the communities we serve. To discover more about our ED&I commitments We value flexibility and understand the importance of a healthy work-life balance. As a Disability Confident Leader, we'll do everything we can to accommodate any needs throughout the recruitment process.
If you're ready to make a real difference, we'd love to hear from you!
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.
Brief Description
This is a 12 month FTC/secondment position
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 and bank holiday working.
About the role (External), 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.

· 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
Desirable
· Educated to GCSE or equivalent in English and maths

At Network Rail, we're dedicated to keeping passengers and freight moving safely and efficiently across the country. When you join us, you're not just part of a team - you're part of something that matters to millions. We believe that our people are at the heart of what we do, and every role plays a vital part in building a better, more connected railway.

All offers of employment are conditional upon satisfactory completion of pre-employment checks.
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 to safety in their application.
Network Rail Benefits -
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: £27,464
Closing date: Midnight on Thursday 30th April 2026 - 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.