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Customer Service Advisor

Employer
Southeastern Railway
Location
Tonbridge / Tunbridge Wells
Salary
£23,716 rising to 25,759 plus free rail travel
Closing date
7 Mar 2025

Job Details

Job Introduction

We are seeking proactive people who express enthusiasm in improving our passengers’ experience.  Your day to day duties may include dispatching trains, protecting company revenue through checking tickets, operating the automatic gates, helping passengers including those who may require extra assistance and ensuring the platforms and station are a clean and safe environment whilst maintaining a visible presence.

This customer facing role involves all aspects of customer service, providing real time information, dealing with difficult conversations and complaints, pro-actively assisting passengers and ensuring all cleaning duties are completed in a thorough manner.

Duties may include:

  • Safe and on time dispatch of trains
  • Safe operation of the gate line and ticket inspection
  • Compliance with all safety requirements and emergency procedures
  • Customer service
  • Cleaning duties ranging from sweeping platforms to maintaining toilet facilities
  • Assisting disabled passengers
  • Reporting delays, equipment failures, faults, logging any incidents etc.
  • Dealing with lost property
  • Attachment and detachment of train services

You will be given full vocational training (including functional skills) to ensure you have the skills, experience and knowledge required for the role.

Working Here 

You will work a varied shift pattern, which includes weekends, bank holidays and night shifts.

You may be required to start work as early as 0530 hrs and some shifts will mean you will finish after the last train has dispatched for the evening – so you will need to have your own transport to get to and from your place of work.

The Ideal Candidate

To be considered for this role you should demonstrate the following in your application:

  • Excellent Customer Service skills/experience
  • The ability to communicate effectively at all levels
  • The ability to work calmly under pressure
  • A ‘can do’ attitude
  • The ability to deal with difficult passengers
  • Knowledge of Southeastern and our values
  • Team working skills

Package Description

Southeastern recognises the value of every individual employee and offers benefits that reflect this.

As well as a generous salary, we offer an comprehensive benefits package which includes;

  • A Contributory Final Salary Pension Scheme 
  • Free rail travel on Southeastern and GTR rail services (extends to family members for leisure/educational travel)
  • After a qualifying period, reduced rate travel on other train operators, including European services
  • 32 days annual leave entitlement (which includes bank holidays)
  • Access to an array of discounts for retail and leisure products through our benefits scheme.
  • Family friendly benefits including enhanced maternity/paternity leave, parental leave and carers leave.
  • Full training and free uniform

About the Company

About Southeastern

Southeastern runs train services into London from Kent and East Sussex, operating almost 1,700 trains a day, carrying more than 400,000 passengers, serving 176 stations and covering 540 miles of track.

Just over 4,600 employees - mostly from the communities that we serve - work together to provide this vital service and we are looking to expand our successful team. We have a strong set of values that shape the way we run our business and guide our staff in delivering what our customers need. These are:

  • We aim to be the best
  • We make the difference together
  • We care passionately about our people and our passengers

We are committed to being an inclusive employer, creating a workplace where everyone can come to work, feel safe and comfortable and able to do everything to the best of their ability. Read about some of the great Diversity and Inclusion initiatives our Head of Colleague Experience has been leading on here

We recognise the positive value of diversity and it matters to us that our teams reflect the communities we serve. We welcome and encourage applications from people of all backgrounds.

We are also proud to be a WORK180 Endorsed Employer for Women. If you would like to know more information about how we are supporting our employees, you can view our policies and initiatives here.

If you have been unsuccessful in the recruitment process for the same/similar position you will not be eligible to apply for a period of 6 months from that date.

All offers of employment are subject to us obtaining satisfactory references (covering all education, training, employment and unemployment in the preceding 5 years and any previous railway employment). We will also complete right to work in the UK and criminal record checks. This is to ensure we are employing the best person for the role and to protect our customers, colleagues and our reputation. We are unable to offer sponsorship to work in the UK. 

SOUTHEASTERN is owned by SE Trains Ltd, a subsidiary of the Department for Transport’s public sector owning group, ‘DOHL.’ DOHL has responsibility for three rail companies, LNER, Northern Trains Limited and SE Trains.

Company

Southeastern runs train services into London from Kent and East Sussex, operating almost 1,700 trains a day, carrying more than 400,000 passengers, serving 176 stations and covering 540 miles of track.

Just over 4,600 employees - mostly from the communities that we serve - work together to provide this vital service and we are looking to expand our successful team. We have a strong set of values that shape the way we run our business and guide our staff in delivering what our customers need.

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