Better places, thriving communities.
About the Role
Mitie has an exciting opportunity for enthusiastic and customer-focused individuals to join the EES – Entry Exit System customer service team on the prestigious Eurostar EES contract at St Pancras International Station.
As a Customer Service Agent, you will play a vital role in ensuring that customers enjoy a smooth and positive experience throughout their EES registration process. This is a dynamic and people-oriented role, ideal for those who thrive in a fast-paced transport environment and enjoy delivering exceptional customer services.
Key Responsibilities
1. Kiosk Hosting: Welcoming and guiding customers through the EES registration process and ensuring a positive experience during the EES registration process.
2. Queue Control: Managing queues effectively at designated locations to ensure smooth customers flow.
3. Wayfinding: Assisting customers in navigating the station and directing them to EES location on terminal.
4. To proactively ensure that EES customers' needs and any special requirements are met and always exceeded.
5. Delivering excellent customer services to EES customers.
6. Displaying professionalism when handling EES customer queries and special requests.
7. Ensuring no queue congestion at the EES registration queue area.
8. Assisting and managing Eurostar queues at the concourse or performing other customer service duties during operational disruptions.
9. Any other customer service task required to support EES operation.
What We're Looking For
10. Strong customer service background with excellent communication skills.
11. Friendly, approachable, and professional manner.
12. Ability to remain calm under pressure and manage high customer volumes.
13. Flexibility to work a rotational shift pattern (early, late, including weekends).
14. Able to deliver all 3 customer service roles; Kiosk hosting, queue control and way finding.
15. Able to follow site code of conduct and assignment instructions.
16. Previous experience in transport, hospitality, or front-of-house environments is desirable but not essential — full training will be provided.
What We Offer
17. Competitive pay rate (£15.62 per hour).
18. 18-month fixed-term contract with opportunities for extension.
19. Paid break.
20. Paid Holidays as per holiday entitlement regulations.
21. Full uniform and comprehensive training.
22. The opportunity to work in one of London's most iconic international transport hubs.
23. A supportive and inclusive working environment with Mitie – the UK's leading facilities management and professional services company.
Reporting to
Staff will be reporting to Shift Supervisor for:
24. Any technical issues with the registration kiosk.
25. Reporting customer query or concerns.
26. Any other issue
Ready to Join Us?
If you're passionate about delivering exceptional customer services and want to be part of a high-profile team ensuring smooth operations at St Pancras International, apply today!
Applicants support will be required for standard vetting and screening procedures during the recruitment process.
Our market-leading flexible benefits scheme provides you with benefits that suit your lifestyle.
We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we’ll give you a link to our flexible benefits platform, Choices. This gives you the chance to customise your benefits to best suit your lifestyle. You can choose from dental insurance, dining cards, coffee clubs, buying technology products at an affordable cost and much more!
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme.
Life cover is the greater of your equivalent annual salary or a minimum of £10, - giving peace of mind for your dependants. We also offer a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at .