Waterloo Station Gateline Assistant (CSA) Full time

Role Overview & Responsibilities

STM Group are looking for Gate Line/Customer Service Assistant who must be LOCAL to Waterloo Railway Station (and surrounding areas) and be willing to work at other nearby train stations on the South West Rail network.

MAIN PURPOSE OF JOB: To perform gate line duties in accordance with established client specific targets as briefed by the Supervisor/Operations Manager/Account Manager.

SHIFT TIMINGS:

Sunday - Thursdays:

05:45 to 15:00

06:45 to 15:30 ( Sundays)

14:15 to 00:00 Or 01:00

14:45 to 00:00 Or 01:00

Friday - Saturday:

05:45 - 15:00

14:45 - 00:00 Or 01:00

Responsibilities:

1. Provide support to client and other staff to provide them with a high level of service delivery.

2. Carry out start up procedures as per SWR briefing and requirements.

3. Take responsibility for the daily monitoring of the gate line operation ensuring that you are positioned correctly and it is manned according to roster requirements and timings at all times.

4. Ensure effective time keeping of yourself and be able to evidence this.

5. Control all gate lines to ensure revenue is being controlled and all customers have a correct and valid ticket.

6. Help and assist customers to obtain the correct ticket for their journey and helping them in any journey arrangements that may be needed.

7. Ensure that the gate line array is working correctly by carrying out regular checks.

8. Questioning those that do not have a valid ticket by persuading them to buy the correct ticket and if they do not have the correct ticket or refuse, reporting this to the appropriate person (conflict should not arise from this).

9. Ensuring that the gate line is operated to an exacting standard while on duty and that any issues/problems are dealt with.

10. Assist with any station customer flow restrictions and/or evacuations in the event of a fatality.

Skills:

• Customer Excellence
• Time Management
• Client relationship management
• Communication – written and verbal
• Report Writing – quality incident reports

Behaviour/Attitude:

• Excellent time keeping
• Conflict avoidance
• Lead by example
• Punctual
• Reliable
• Self motivated

Job Types: Full-time, Permanent

Salary: £10.60 per hour

Benefits:

• Company pension
• Employee discount
• Wellness programme

Schedule:

• 10 hour shift
• 12 hour shift
• 8 hour shift
• Day shift
• Monday to Friday
• Overtime
• Weekend availability

Ability to commute/relocate:

• London: reliably commute or plan to relocate before starting work (required)

Language:

• Fluent English (required)

Work Location: One location