Customer Service Assistant & Station Control Assistants Full Time NEW

Who We Are

Network Rail High Speed Ltd. (NRHS) is responsible for operating and maintaining the UK’s only international high-speed railway (HS1) owned by London St. Pancras Highspeed.

The 109km London St. Pancras Highspeed infrastructure consists of a diverse range of railway assets such as the track, signalling, overhead line, lineside buildings, depots, viaducts and long tunnels. NRHS is also responsible for operating and maintaining three international stations; St Pancras, Stratford and Ebbsfleet International

As a wholly owned subsidiary of Network Rail Infrastructure Ltd, NRHS is privately financed under an agreement with our client London St. Pancras Highspeed, undertaking a diverse range of activities from railway infrastructure maintenance and operations – through to station facilities management and retail on behalf of our client.¿

Our Vision: For everyone to love High Speed rail

https://www.networkrail.co.uk/running-the-railway/our-routes/network-rail-high-speed/

Our passengers and freight users are at the heart of everything we do. We help connect people to their friends and families and get goods to their destination safely and efficiently. We’re an organisation where people matter.¿ ¿ When you’re part of our team, you matter to us and you matter to millions.¿ Watch our video to find out more!

Expression of Interest

Customer Service Assistants & Station Control Assistants

Location: St Pancras International and Stratford International Station

Contract Type: Full Time Permanent & Fixed Term Contracts Available

Hours: Days, Nights, Weekends Unsociable hours

Salary: £27464 + location Allowance

About the role

Join Our Team and Keep the Station Moving

Be the face. Be the voice. Be the calm in the busy moments.

We’re looking for motivated, people-focused individuals to join our team at St Pancras or Stratford International as either a Customer Service Assistant or a Station Control Assistant . These are fast-paced, rewarding roles where no two days are the same.

Whether you’re out on the station floor supporting passengers or behind the scenes keeping information flowing, you’ll play a vital role in delivering a safe, smooth and positive experience for everyone who passes through the station.

We welcome applicants from all backgrounds – including those returning to work after a career break. We’re interested in your skills, attitude and potential.

What You’ll Be Doing

Depending on the role, your responsibilities will include a mix of customer-facing and operational duties:

Supporting Customers and Station Operations

• Be a visible, approachable presence across the station
• Provide clear, friendly and accurate travel information
• Support passengers, colleagues, TOCs, retailers and visitors
• Assist during busy periods to keep people moving safely

Keeping Customers Informed

• Deliver real-time updates on train services and disruption
• Make clear and accurate announcements
• Share information with TOCs and station teams

Safety, Security and Compliance

• Carry out safety and security checks across the station
• Identify and report hazards or faults quickly
• Support safe working practices, contractors and permits
• Help prevent unauthorised access and discourage unsafe behaviour

Responding to Incidents and Emergencies

• Act quickly and calmly during incidents
• Support customers and staff during disruptions or emergencies
• Follow station emergency procedures and plans
• Accurately log and report incidents

Operating Systems and Equipment (Station Control Focus)

• Manage station systems including CCTV, fire panels and help points
• Monitor and report faults and operational issues
• Liaise with signalling centres and TOCs
• Maintain accurate operational logs

Teamwork and Flexibility

• Work closely with colleagues across different roles
• Support wider station operations when needed
• Adapt quickly to changing situations and priorities

Your experience and skills

What You’ll Need (Essential)

• Strong communication skills (written and spoken English)
• Experience in a customer-facing role
• Confidence to stay calm and make decisions in busy situations
• A team-focused mindset with a positive attitude
• Ability to process information quickly and work under pressure

Bonus Skills (Desirable)

• Great at juggling multiple tasks and knowing what to prioritise
• Confident and assertive when making decisions
• Happy to take initiative and get things moving
• Always approachable and willing to help others
• Flexible and able to adapt to whatever comes your way
• A strong eye for detail, ensuring accuracy and clarity
• Good understanding of UK railway geography and TOC services
• A proactive mindset when it comes to solving problems

Why You’ll Love This Role

This is a role with real purpose. You’ll be helping thousands of people every day – making journeys safer, smoother and more positive.

You’ll be part of a supportive team that values collaboration, confidence and customer care, in an environment that is dynamic, varied and rewarding.

Why you’ll love it here

• Perks That Pack a Punch:
• We offer excellent benefits, including:
• Generous annual leave (28 days plus statutory days), with the option to buy/sell days.
• Defined benefit pension scheme.
• 75% subsidy on rail and underground season tickets.
• Up to 75% off leisure travel.
• Flexible/hybrid working arrangements.
• Volunteer leave to make a positive impact.
• Carer’s leave to support those who matter.
• Healthcare Scheme, GymPass discounts, Cycle to work plus more.
• We offer generous maternity, paternity, and adoption leave to support our employees.

Plus, more….

We’re All About Inclusion

We believe diversity drives innovation. Whoever you are, however you identify, wherever you’re from – if you’ve got the skills and the spark, we want you on our team. No suits required. Just 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. You’ll also answer a short set of questions, which should take around 5-10 minutes to complete

After submitting your application, you’ll be invited to complete an AON English assessment. This must be completed within 72 hours of receiving the invitation. Failure to do so will result in your application being withdrawn.

If you pass this assessment you will be placed into a talent pool and invited to one of our upcoming assessment centres, the next one will be in July

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.

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