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  • Customer service assistant

    Can you deliver top customer service? Would you enjoy the satisfaction of helping people get on with their day?

  • Working at one of our 18 major stations, you will be part of a friendly and helpful team in a fast-paced and vibrant environment.

    You’ll spend your time with the public, answering questions and reacting quickly and safely to unexpected situations. It’s important that you thrive on the challenge of dealing with difficult and at times frustrated customers, especially during delays and disruptions. 

    You will also play a key role in supporting many of the Train Operating Companies (TOCs). Each year they are responsible for over 1.3 billion passenger journeys.

    At all of our stations you will have to work shift patterns (these hours can be rather unsociable) and over national bank holidays.

    Customer service assistant (CSA)

    Unsurprisingly, customer service and being a trusted source of advice are at the core of this role. But you might not realise that it also takes confidence, fitness, consistency, vigilance and tenacity. The impressive combination of all these skills really does make all the difference.

    In some of our stations you can focus on providing information, mobility assistance or security. In others you’ll be providing all three. In all of our stations and across all of our roles you will be required at times, to work outside - so resilience to all weathers is crucial.

    Manning the information point

    Here, you’ll have access to live information on train times, delays and wider transport information to help customers on their way. You’ll need to think on your feet – confidently processing different pieces of information at the same time and using the computer.


    Within our managed station offices, reception sits just off the concourse so you’ll still occasionally be able to offer advice and direction to customers. Here, you’ll mainly be the first point of contact for our contractors. Greeting them with the same friendly and helpful approach as customers, you’ll ensure they sign in, follow procedures and look after them by collecting their health and safety forms.

    Providing mobility assistance

    You’ll have a schedule of customers who may have disabilities and have booked help travelling through the station. What’s more, you’ll also have the advantage of being able to carefully drive a mobility buggy that’s got room for passengers and luggage.

    Security patrols

    With an impressive attention to detail, you’ll repeat routine security patrols covering all station property indoors and out – helping customers along the way – all shift, every shift. As the primary contact for the police, you’ll be very conscious of suspicious activity. You’ll need to be confident to report anything you discover straight away and to help keep the station free of criminal activity.

    Before you apply

    Double-check the information above and ask yourself if you have what it takes – it’ll prepare you for the questions that we will ask if you apply.

    Our stations are fast-paced environments, each with a combination of challenges. To make sure this is the right place for you, read up on working in a major station.