Are you passionate about delivering outstanding customer service? Do you enjoy helping people? This is your opportunity, as you will often be the first and last person our customers will meet on their journey and it is therefore a vital role for making our customers' day! Taking ownership of assisted travel, you will provide an exceptional customer experience making our service accessible to all, supporting our passengers who need you the most. KEY SUCCESS CRITERIA: Customer expectations exceeded. A significant increase in customer satisfaction and NPS scores. Ensure Zero fail for Assisted Travel Trains dispatched safely and in a timely manner A safe, clean station environment for staff and customers. KEY RESULT AREAS: Identify and provide proactive assistance to customers who require special assistance resulting in a seamless customer experience, boarding the train and onward journey. Be visible on the station and actively seek out and assist customers who might require assistance to ensure customers receive the excellent customer experience they expect. Provide information in a timely and well communicated manner to the station team to ensure there is a seamless flow of information provided regarding assisted travel. Take pride in activities at your station recognising you are part of the station team. Provide safe and efficient dispatch of trains. Keep accurate record of all assisted travel provided. Work as directed by your station manager. Carry out general station duties as required. KNOWLEDGE Knowledge of local area and onward travel options & services Good railway geographical knowledge A good understanding of the Train dispatch process Understanding and use of the systems involved in providing and managing customer assistance Experience / Skills A proactive customer approach coupled with passion and ability to support the team. Exceptional levels of customer service, each and every time - you will be a role model for others to follow. Demonstrable experience of managing customers effectively in difficult environments. An effective communicator and must be able to demonstrate this both through your application and or assessments. Live in the local area to be able to get to and work and home. Able to make decisions in a customer focused manner and carry out instructions effectively. What you'll get Living locally, you'll have a short commute. You will also get a good salary, once trained, in addition to our excellent benefits package which includes 32 days annual leave per year and a final salary pension scheme. In addition to this, you'll get free travel across our networks and 75% discount off other train service providers and leisure travel for your spouse/partner and dependents