Customer Service Advisor - Tunbridge Wells Area

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

Job Introduction

We are seeking proactive people who express enthusiasm in improving our passengers’ experience. 

There is lots of opportunity at our Stations to serve our customers and our community and applying for this advert would give you the chance to be considered for the below roles:

• Platform and Gateline positions
• Area General Purpose Relief positions (for these roles, you are likely to require a full driving licence)
• Ticket Sales Executive positions
• Passenger Host positions (Highspeed Stations only)

These customer facing roles involve 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 as well as selling tickets and promoting offers.

This is what some of our existing station staff have to say....

“I really enjoy giving people advice and reassurance when they’re confused about what train to catch or where to go. Going home at the end of the day, it feels good knowing you’ve helped someone.”

"My work/life balance is quite good, because I work shifts I am able to spend my spare time on things I enjoy, such as spending time with my daughters.  I have a lot of job satisfaction working at Southeastern and I am now able to mentor new-entrants to the business.  I ensure they are provided with all the necessary support to start their own careers at Southeastern and feel part of a team."

“Between train arrivals, I sweep the platform and clear away litter. That’s essential – it can be a safety hazard as well as making the place look dirty. And besides, it’s always good to hear a customer say something nice about the cleanliness of the station.”

"I love everything about my job - working outside in the natural light and fresh air, helping people with information and keeping them safe. I also enjoy the camaraderie with colleagues in all positions in the company."

As part of these roles, you will be given full vocational training 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.

Main Responsibilities

This is what some of our existing station staff have to say....

“I really enjoy giving people advice and reassurance when they’re confused about what train to catch or where to go. Going home at the end of the day, it feels good knowing you’ve helped someone.”

"My work/life balance is quite good, because I work shifts I am able to spend my spare time on things I enjoy, such as spending time with my daughters.  I have a lot of job satisfaction working at Southeastern and I am now able to mentor new-entrants to the business.  I ensure they are provided with all the necessary support to start their own careers at Southeastern and feel part of a team."

 “I’ve been part of the small team that keeps our station running smoothly. Teamwork is really important here, without it the place wouldn’t really work.”

"The shift pattern allows me to have a lot of time for my family.  I need it! I have five kids at home and I really enjoy spending time with them."

“I start the day by carrying out a security check, looking for anything that seems suspicious or out of place and these are then carried out every two hours.”

“Between train arrivals, I sweep the platform and clear away litter. That’s essential – it can be a safety hazard as well as making the place look dirty. And besides, it’s always good to hear a customer say something nice about the cleanliness of the station.”

“It’s all about going the extra mile and doing that little bit more – that’s what makes the difference for the customers.”

"I love everything about my job - working outside in the natural light and fresh air, helping people with information and keeping them safe. I also enjoy the camaraderie with colleagues in all positions in the company."

The Ideal Candidate

Duties may include but not be limited to:

• 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
• Completing regular safety and security checks of the Station

As an Area General Purpose Relief staff member, you may be doing a variety of the above duties at a set number of Stations in a limited geographical area based around a home Station location.

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.