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Overview
Do you have a passion for customer service? Do you enjoy helping people? We are currently looking for talented individuals who are passionate about delivering outstanding customer service. You will often be the first point of contact our customers will meet on their journey and it is therefore a vital role for making our customers day. Key to your role, at all times, is being visible and anticipating the needs of the customer to meet their expectations. As a Revenue Control Officer/Gateline Assistant, you will be a key member of staff whose role in the station and on-train environment, including the customer9s journey, is of prime importance. You will provide a higher than expected level of information, as well as a feeling of safety, security, wellbeing and protecting the revenue of Govia Thameslink Railway. You will provide a warm greeting to customers in a polite and professional manner at all times.
Your duties fall into four main categories – revenue protection, customer service, security and information provision. It is an environment in which you will sometimes be working under pressure. As you would expect, it is particularly important to promote the maximum customer goodwill with high standards of courtesy and service, this includes ensuring that proactive assistance is provided at all times.
We are looking for people who can work clearly and accurately under pressure and tight timescales, think logically, literally and creatively. You will need to possess and demonstrate the following.
Responsibilities
* Deliver revenue protection, customer service, security and information provision in a station/trains environment.
* Provide a higher than expected level of information and assistance to customers.
* Promote customer goodwill with high standards of courtesy and service, including proactive assistance at all times.
* Respond under pressure and tight timescales with clarity and composure.
Qualifications
* Positive attitude
* Excellent communication skills
* High standards of honesty and integrity
* Ability to remain calm under pressure
* Flexible and willingness to adapt to change
* Professional at all times
Requirements
* Roles cover 24-hour operation; due to shift times you must live in the local area and have available independent transport to arrive at the station for early shifts as required.
* Stations-based roles may involve standing for long periods and working weekends, nights and bank holidays.
Job details
* Seniority level: Entry level
* Employment type: Full-time
* Job function: Administrative
* Industries: Travel Arrangements and Truck Transportation
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