Customer Service Assistant x

About Network Rail

Join our Operations Team at St Pancras International Station – Customer Service Assistants.

St Pancras International Station, London, GB

Contract:

Permanent
Salary: £26,459
Shift: Flexible – includes evenings, weekends & bank holidays

You will be the friendly face of one of the UK's most iconic stations, ensuring every journey is smoother, safer and more enjoyable for thousands of passengers.

• Support commuters, visitors, contractors and retailers with top‑tier service.
• Carry out regular safety checks on equipment, safety standards and contractor compliance.
• Respond to emergencies and incidents, logging details and taking action quickly.
• Report and track faults, ensuring the station stays in tip‑top shape.
• Check risk assessments and issue Permits to Work for contractors.
• Assist in crime prevention and security risk management in partnership with authorities.
• Take action on hazards and ensure all safety reports are completed correctly.
• Help passengers with luggage, mobility ramps and accessibility needs.
• Play your part in emergency plans – because safety always comes first.

• Strong written and spoken communication skills.
• Experience in a customer‑facing role.
• Confidence to handle tricky situations calmly and assertively.
• A team player with sharp observation skills and attention to detail.
• Physically fit – ready to walk and stand for long periods (average 20,000 steps per day).
• Flexible with shifts (including unsociable hours and bank holidays).
• Comfortable with security patrols and control room duties.

• GCSEs (or equivalent) in English & Maths.

• A starting salary of £26,459 plus Inner London allowance of £3,270.
• Generous annual leave entitlement.
• Bonus scheme.
• Excellent choice of pension schemes.
• 75% subsidy on rail season tickets (including London Underground).
• 75% off leisure rail travel for you and your family.
• ‘My Benefits’ – discounted online shopping site.
• Training, development and employee assistance programme available.
• Two weeks paid reserve leave for our armed forces community.
• 5 days paid volunteering leave.

The role will be based at St Pancras International Station. Occasional travel to other offices and site locations along the route and across the network may be expected.

The closing date will be 16th January 2026.

All offers of employment are conditional upon satisfactory completion of pre‑employment checks.