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Location London, GB
Department Name
Southern Stations
About Network Rail
Are you looking to join an organisation where you do meaningful work every day? As a customer service assistant, you’ll be starting a rewarding career with Network Rail.
Our role is to run a safe, reliable and efficient railway, serving customers and communities. We exist to get people and goods where they need to be and to support our country’s economic prosperity.
We’re undertaking an ambitious change. Our vision is Putting Passengers First – a company that is on the side of passengers and freight users; that is easy to engage with and is an efficient and dependable partner ; a company people are proud to work for ; instinctively recognised as an industry leader.
We’re an organisation where people matter. We matter to millions.
Brief Description
You make all the difference…
In the Southern region we manage some of the busiest stations in the country – London Bridge, Waterloo, Victoria, Charing Cross, Cannon Street, Clapham Junction and Guildford, which combined see up to 350 million passenger journeys per year.
They are vital to millions of people each year and as a Customer Service Assistant you will play a key part in keeping our station services running smoothly and safely. Every day is varied, and it’s your ability to handle different situations that will help you shine.
If you make the grade then you can look forward to a rewarding and fulfilling career with a company that recently joined the top 50 in the Glassdoor’s Best Places to Work.
About The Role (External)
Your operational and people skills matter.
You’ll help keep our passengers and station services moving. As a customer service assistant at one of our Southern Stations, you’ll enjoy variety and lots of activity in your role – this really is a job where no two days are the same.
Our passengers and station users’ matter, and you’ll be out there to provide a safe, secure and positive station experience. Most days you’ll be covering significant distances across the station as you conduct security searches, monitor the station concourse, and help passengers during their station experience. You will spend most of the working day on your feet being highly visible to the customer. It’s your training and attention to safety and security that help keep our station users safe every day.
You’re able to build a good rapport with others, and your communications skills make all the difference with station users, retail staff and your station colleagues. And you’ll always be thinking of a great customer experience as you provide help across the station.
The roles are full-time and involve shift working (days, nights, and weekends) and you’ll be willing and able to work on a shift basis which means that you may be asked to cover a variety of shifts 365 days per year.
We currently have vacancies available at the following Southern stations: Waterloo, Charing Cross, London Bridge and Victoria.
Your Skills Matter
You don’t need any rail experience, but you do need to show that you have transferable skills in the following areas:
- People focus – you’ll enjoy working in a role that requires you to deliver excellent customer experiences. You genuinely care about our customers and pride yourself on being able to build rapport with everyone, including our passengers and colleagues.
- Safety and security – our safety vision is everyone home safe every day, and you’ll be able to demonstrate vigilance and safe behaviours. You’ll also have a good eye for detail, looking for anything that doesn’t look quite right. You’ll also need to be able to follow instructions, adhere to rules and ensure that others do the same.
- Communication – every day you’ll be helping passengers and working closely with colleagues, you’ll need to be able to communicate clearly (both written and verbal), warmly and concisely in English.
- Acting as one team – station operations depend on a high level of team working where you support each other to keep the station operating smoothly and safely. You’ll need to be someone that others can depend on – you are responsible and play your part.
- Staying calm under pressure – At times, you will be faced with stressful situations, and you need to be someone who stays calm under pressure, even when faced with an angry passenger, or emergencies such as station evacuations.
- Confident decision making – your decisions affect our passengers and other station users. You’ll be able to show that you can make independent and informed decisions under pressure.
- Willingness and capacity to learn – there’s so much to learn and you’ll work with many people, processes and equipment every day. You’ll be keen and able to keep learning every aspect of the role.
This role involves days, nights and weekend working and the job is crucial for the safe running of the railway and its passengers.
Whilst a rostered working environment may look like a challenge to working parents, we have many amongst our Southern stations teams who find this to be of benefit, due to the structure and commitment of a planned weekly roster they can plan childcare effectively!
It’s also important for our candidates to be aware that whilst we do have high expectations of our customer service assistants with regards to the safety of our station and the passengers, we equip you to be as safe as you can possibly be in every possible scenario.
How To Apply (External)
- Salary £27,464 plus London Allowance – £3,270 pro rata
- Pro-rata annual leave entitlement
- My benefits – our discounted online shopping site
- A range of discounted offers including, childcare vouchers, healthcare offers – cycle to work, healthcare club discounted membership and other benefits
- Subsidies of up to 75% on rail and underground season tickets
- A choice of contributory pension schemes
- 2 weeks paid reserve leave for our Armed Forces community
We’re dedicated to creating an inclusive environment and we welcome applications from everyone!
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.
Vacancy closing date: 29 th April 2026. Late applications will not be accepted.
As part of the application for these opportunities you will be asked a few situational judgement questions to determine your suitability for the role.If you answer correctly, you will be sent an email with a link to complete two further tests online. The tests are useful in understanding whether a Customer Service Assistant role at Network Rail is the right career for you.
Following your application, if successful, you will receive an invite to attend an assessment centre.The assessment centre will take place on Friday 22 nd May at Networx, Blackfriars. There are no alternative assessment centre dates.Rather than a standard interview, the day will consist of a group exercise, role play and an interview. This is a great way to learn about what could be expected of you as a CSA at one of the Southern stations. We appreciate your time and efforts as part of the application process and hope to see you at the assessment centre soon!
