Customer Service Assistant - Waterloo Managed Station - 12 month Fixed Term Contract (5 Posts) - #193110

Who We Are

Join the Southern Region - where your work truly matters.

Covering Wessex, Sussex, and Kent, the Southern Region is one of the busiest and most dynamic parts of the railway. Our teams keep some of the UK's most vital passenger and freight routes moving every single day. This is a place where collaboration, innovation, and resilience are key-and where your contribution will directly impact millions of journeys. We are entering an exciting new chapter as we integrate with train operating companies under one national leadership, creating even greater opportunities to shape the future of rail. From supporting major modernisation programmes to improving performance for local communities and enhancing safety across complex operational environments, Southern offers a fast-paced, rewarding environment to grow your career and make a real difference.

Customer Service Assistant

Location: Waterloo Managed Station

Hours: Full Time Fixed Term Contract

Salary: £27464+ Location Allowance

About the role

Be the Face. Be the Fixer. Be the Energy of the Station

We're looking for a confident, people¿focused Customer Service Assistant to bring warmth, support and visibility to our station every single day.

You'll be the person everyone looks for - the friendly face, the helping hand, the calm voice and the problem¿solver who keeps the station running smoothly, safely and positively for passengers, TOCs, retailers and visitors.

If you love working with people, enjoy staying active and want a role where every day is different... this one's for you.

What You'll Be Doing

Be the Go¿To Person

Provide a highly visible, approachable presence throughout the station.

Be there for customers, contractors, retailers, TOCs and visitors - offering help, guidance and reassurance.

Keep the Station Safe & Spotless

Complete regular checks on safety, security, contractors and equipment.

Make sure everything is compliant, recorded and ready for audit.

Respond When It Matters

Step in during emergencies or incidents, supporting the public and industry partners.

Log, record and update incidents accurately.

¿ Own the Fault Reporting Process

Be the central point for reporting issues around the station.

Track and close actions, keeping everything running smoothly.

Help Customers on Their Journey

Provide clear, friendly and accurate travel information.

Actively assist passengers around the station, especially at busy times.

Work Smart with Contractors

Check risk assessments and method statements before issuing a Permit to Work.

Keep safety and compliance at the heart of every task.

Support Safety & Security

Work with customers, authorities and regulators to discourage criminal activity.

Help manage and prevent unauthorised access to the station.

¿ Stay Hazard¿Aware

Identify hazards or unsafe conditions and ensure they're reported quickly and correctly.

Be Emergency¿Ready

Carry out your responsibilities under the station's Emergency Plans with confidence and calm.

Your experience and skills

What you'll need

¿ Essential

Strong command of the English language (written and spoken).

Experience in a customer¿facing role.

Confidence to handle a wide range of situations calmly and assertively.

A great team player who works well with others.

Desirable

GCSEs (or equivalent) in English and Maths.

Why You'll Love This Role

This job is full of variety, energy and purpose.
You'll be out on the station floor, supporting real people, solving real problems and making every journey safer and smoother.

You'll be part of a team that values community, confidence and customer care - and you'll help shape the station experience for thousands of people every day.

Here's what you can expect:

Perks That Pack a Punch

28 days annual leave + statutory days (with the option to buy/sell)
Defined benefit pension scheme
75% subsidy on rail & Underground season tickets
Up to 75% off leisure travel
Flexible/hybrid working arrangements
Volunteer leave
Carer's leave
¿ Healthcare Scheme, GymPass discounts, Cycle to Work and more
Generous maternity, paternity & adoption leave
Plus more...

What You'll Get

• A career with impact and purpose
• A supportive, inclusive team culture
• Opportunities for growth, training, and progression
• The chance to shape the future of international rail travel

We're All About Inclusion

We believe diversity drives innovation. Whoever you are and however you identify - if you have the skills and passion, we want you on our team. Bring your authentic self.

About your application

As part of the application process, you'll be asked to complete your three-year employment history and upload your CV.

Network Rail is a Disability Confident Leader and we'll try our best to adapt the process and offer a reasonable alternative to help support people with disabilities access, apply and interview for roles. You can visit Evenbreak's 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.

Keeping people safe on the railway is at the heart of everything we do. Safe behaviour is therefore a requirement of working for Network Rail. You should demonstrate your personal dedication to safety on your application.

Key Information

Vacancy Details

Number of Positions: 5 Contract Type: Fixed-Term Hours: Full Time Salary: £27,464 - £27,464 Location: London Waterloo Managed Station, London Geographical Area: London (Inside M25) Closing Date: 13-JUL-2026 Job Category: Station Operations Function: Southern Region Organisation: OD Wessex Waterloo - Non Qual Exp (752159) G1

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