Customer Service Advisor - Kent

Job Introduction

Looking for a career that can take you places? Join our Southeastern station team at one of our Kent Stations.

• Imagine the pride you’ll feel knowing your care and Customer Service is creating a special place within your community.  
• Our stations have many roles, from working on our platforms to selling tickets. Giving you lots of long-term options and plenty of variety.
• Enjoy a career that comes with great pay and benefits, a real sense of purpose, and where every shift is a chance to create special connections.

Can you move people? Apply now.

Main Responsibilities

What you’ll do

Help make every journey through our station an enjoyable one. This means providing top-notch Customer Service, always following safety protocols, and making our stations clean, welcoming spaces to be in.

Our Station teams are made up of a variety of roles. These include positions on our platforms and gatelines as well as in our ticket offices. We also have team members who provide general support across a few stations (this often requires a full driving licence). And on our high-speed services we have Passenger Hosts.

Depending on your role, you may spend your time:

• making sure trains are dispatched safely and on time from our platforms
• inspecting tickets and helping passengers get through our gatelines
• cleaning and tidying our stations
• answering passenger questions and helping them get where they need to be
• dealing with lost property
• selling tickets and promoting activities on our railway
• conducting regular safety and security checks.

Your shifts

• You will work a varied shift pattern, which includes weekends, bank holidays and nights.
• Shifts may start as early as 5.30am and some will finish after the last train has dispatched at night.
• At certain stations, you may also spend some of your shifts working alone.

The Ideal Candidate

The experience you’ll need

You don’t need railway experience to do this role. We’re looking for people from all backgrounds to join our team.

All you need is:

• a passion for making every passenger journey the best it can be
• excellent people and communication skills
• some Customer Service experience
• a proactive and positive attitude
• the ability to work well in a team
• the ability to handle challenging situations well.

Given the start and end times of shifts, it’s also best to have your own transport to get to and from your place of work.

As proud members of the Armed Forces Covenant and Disability Confident Scheme, we will offer you an interview if you apply under these schemes and meet the minimum criteria for the role. Find out more here. 

Other things to know

• This vacancy may close early if we receive a large number of applications. So, make sure you get yours in early.
• All offers of employment are subject to satisfactory references, a right to work verification, a basic criminal record check, and a pre-employment medical assessment. Work visa sponsorship isn’t available for this role.
• If you applied but weren’t successful in getting a similar role at Southeastern, please wait six months before applying again.

Find out more about our recruitment process and get tips to help you apply.

What you’ll get in return

Along with your salary, the rewards you’ll get include:

• a final salary pension
• 28 days annual leave allowance (including bank holidays)
• free rail travel across our networks.

Meaning you can feel secure in your career as well as fulfilled by your work. Click here to see our full range of amazing benefits.

About The Company

A bit about Southeastern

We’re one of Britain's busiest train operators, serving London, Kent and parts of East Sussex. We run over 1,700 trains a day, carrying more than 400,000 passengers and serving 180 stations.

However, working on our railway is more than getting passengers from A to B. It’s about all the little moments that make a difference to their journey.

It’s also about making our railway a great place to work and our team one that represents the communities we serve. This is a journey we’re fully committed to and we’re proud to have been named a ‘Great Place to Work’ at the 2023 National Rail Awards and endorsed as a WORK180 Employer for Women.

Learn more about our railway and what we achieved in 2023.

Attached documents:

•  Application Hints and Tips.pdf
•  Candidate Pack - Customer Service Opportunities Kent.pdf - Candidate Pack - Customer Services Advisor