Customer Service Advisor

Role: Customer Service Inspector
Location: Bletchley Station
Contract Type: Permanent
Salary: £37,542.52 per annum

Please Note:
There will be a variety of shifts, including early starts, late finishes, weekends and bank holidays so you will need to be flexible.
 

Love working with people? Looking for a role where every day is different? 

 
Join Chiltern Railways as a Customer Service Inspector (CSI) and play a key role in creating safe, smooth and enjoyable journeys for thousands of customers every day. 

This isn't your typical customer service role. You'll be out on our trains and across our stations, meeting people from all walks of life, solving problems, providing support and making a real difference to customers when they need it most. 

No two days are the same. From helping customers plan their journeys and keeping them informed during disruption, to ensuring safety on board and delivering a great travel experience, you'll be at the heart of our operation. 

We're looking for confident, approachable and proactive people who enjoy working with others, stay calm under pressure and take pride in delivering excellent customer service. In return, you'll gain valuable experience, develop new skills and be part of a team that keeps people moving every day. 

If you're looking for a rewarding role where you can make an impact, build a career and be part of something bigger, we'd love to hear from you. 

Please see below for a full job description....


Job Purpose
To protect the company’s revenue whilst ensuring first class customer service is delivered at all times. To carry out safety critical duties in accordance with the laid  down procedures including guard duties and station dispatch duties.


Key Accountabilities

• Provide a high level of customer care on trains and on stations, including answering passenger enquiries about local and national train times, connections and fares.
• Act as an ‘Authorised Person’ within the scope of the British Railways (Penalty Fares) Act 1989 and take part in revenue protection activities on trains and stations, charging Penalty Fares and issuing Penalty Fares notices as necessary, communicating with the Help Desk as appropriate. Attend court as required.
• Issue tickets and excess fares as appropriate to those customers not liable to pay penalty fares.
• Deal with anti-social behavior (e.g. feet on seats, smoking in non-smoking areas, music being played to the annoyance of others, vandalism and disturbances etc.). Ensure own personal safety and that of others at all times.
• Undertake special revenue protection checks as required.
• Manage customer security, respond to customer enquiries and in times of disruption, ensure that the customers’ needs are placed first.
• Perform on train and on station announcing, ensuring that accurate information is conveyed to customers, particularly during times of disruption where accurate and timely information for customers and other staff may be required.
• Check cleanliness and the general environment of train and take action to rectify or report faults.
• When directed by Supervisor / Manager, carry out Winter Weather Activities at stations and customer assistance at stations during engineering work.
• At special events and at times of disruption, ensure the safe management of crowds.
• During engineering works, provide passenger assistance and manage replacement bus services at stations as directed.
  Assist as directed.

 
Person Specification

• You need to be enthusiastic and passionate about delivering an outstanding experience for our customers.
• We're looking for someone who has the confidence to have challenging conversations with customers whilst remaining calm and professional in what could be confrontational situations.
• You need to be able to work effectively under pressure and be comfortable in a strictly regulated environment.
• You need to be positive and proactive with a "can do" attitude and an enquiring mind.