Location
Swanscombe, GB
Department Name
High Speed Stations Recruitment
About Network Rail
Join Us as a
Customer Service Assistants (including Mobility) – Ebbsfleet International Station
Who We Are
Network Rail High Speed Ltd. (NRHS) is responsible for operating and maintaining the UK's only international high-speed railway, High Speed (HS1).
The 109km HS1 infrastructure consists of a diverse range of railway assets such as the track, signalling, overhead line, lineside buildings, depots, viaducts and long tunnels. NRHS is also responsible for operating and maintaining three international stations; St Pancras, Ebbsfleet and Stratford International.
As a wholly owned subsidiary of Network Rail Infrastructure Ltd, NRHS is privately financed under an agreement with our client 'HS1 Ltd', undertaking a diverse range of activities from railway infrastructure maintenance and operations - through to station facilities management and retail on behalf of our client.
Our Vision - to deliver the best High Speed rail customer experience.
Our passengers and freight users are at the heart of everything we do. We help connect people to their friends and families and get goods to their destination safely and efficiently. We're an organisation where people matter. When you're part of our team, you matter to us and you matter to millions.
Watch our video to find out more
Brief Description
Customer Service Assistants (including Mobility) – Ebbsfleet International Station
Location:
Ebbsfleet International Station
Salary:
£26,459 + Outer London Allowance £1942
Contract Type:
Full Time (
Permanent
)- Shift Work
Be the Difference in Every Journey
Are you passionate about helping people? Do you thrive in dynamic environments where safety, service, and teamwork come together? Join our station team as a Mobility Customer Service Assistant and play a vital role in creating a first-class experience for passengers, retailers, and Train Operating Companies (TOCs).
If this sounds like you we would like to invite you to apply for our Expression of Interest vacancy - Successful applicants will be invited to attend an assessment centre where you will be briefed on the Customer Service Assistant role. If successful at the assessment centre your application will be considered for our vacant posts or added to our talent pool where we will stay in touch and let you know of future Customer Service Assistant vacancies as they become available .
About The Role (External)
What You'll Do
As a visible and approachable presence across the station, you'll be responsible for:
* Delivering exceptional customer service to passengers, visitors, contractors, retailers, and Train Operating Companies (TOCs)
* Assisting passengers with mobility needs, including helping with luggage, providing physical support, and ensuring smooth access to platforms and facilities
* Conducting regular station checks to maintain safety, security, cleanliness, and equipment functionality, in line with company standards
* Responding to emergencies and incidents with professionalism, empathy, and clear communication
* Reporting faults and hazards, maintaining accurate records, and ensuring timely resolution
* Providing travel information and guidance, helping passengers navigate the station and access onward services
* Issuing Permits to Work, ensuring contractors have appropriate risk assessments and method statements
* Supporting crime prevention efforts, including monitoring for unauthorised access and liaising with external authorities
* Proactively identifying and resolving unsafe conditions, ensuring a safe environment for all station users
* Executing duties outlined in station Emergency Plans, contributing to a coordinated and effective response during incidents
Skills, Experience & Qualifications
Essential:
* Excellent communication skills – confident in both spoken and written English, with the ability to engage clearly and empathetically with diverse audiences
* Customer service experience – proven ability to deliver high-quality service in a fast-paced, public-facing environment
* Situational awareness and assertiveness – able to remain calm and decisive when handling incidents or challenging interactions
* Team collaboration – works effectively with colleagues, contractors, and external partners to maintain a safe and welcoming station environment
* Basic IT literacy – comfortable using digital tools for reporting, record-keeping, and communication
Desirable:
* GCSEs (or equivalent) in English and Maths
* Training in first aid, conflict resolution, or safeguarding
* Multilingual skills – an asset in supporting international passengers
* Knowledge of health & safety protocols and risk assessment procedures
How To Apply (External)
The role will be based at Ebbsfleet International Station however occasional travel to our other offices and site locations along the route and across the network may be expected.
The important stuff
In return, we can offer a rewarding career and excellent benefits, including:
* A starting salary of £26459 plus inner London allowance of £1942
* Generous annual leave entitlement
* Bonus scheme
* Excellent choice of pension schemes
* 75% subsidy on rail season tickets (including London Underground)
* 75% off leisure rail travel for you and your family
* 'my benefits' – our discounted online shopping site
* Training, development and employee assistance programme available
* Two weeks paid reserve leave for our armed forces community
* 5 days paid volunteering leave
Been referred by a friend, then please complete this form
Closing date and the application process:
* 10th September 2025
* Late applications will not be accepted
* We retain the right to close the advert early depending on application volume
* Following application, you will be required to complete an online testing assessment
* If successful at this stage, you will be invited to an in-person interview
You can visit Evenbreaks Career Hive for advice on accessibility support if you're unsure of the options available. Should you require any reasonable adjustments/modifications, please add a note to your application.
All offers of employment are conditional upon satisfactory completion of pre-employment checks. Click here for more information
Note – Drugs and Alcohol Standard
All candidates will be required to undergo and pass a drugs and alcohol test. Your application will be rescinded if you record a positive test. All positive drugs and alcohol test results for prospective candidates will be securely held on Sentinel database and a 5 year suspension from applying for a safety critical role (a role which requires PTS certification or a Key Safety role on all Network Rail Managed Infrastructure) will be enforced.