Customer Service Advisor - General Purpose Relief Future Opportunities

Job Introduction

Do you have a passion for working with people and delivering excellent customer service?

Are you seeking variety in your role instead of doing the same thing everyday?

If so, then our Customer Service Advisor – General Purpose Relief (GPR) role is exactly what you are looking for.

We are seeking passionate customer service professionals to join our existing teams at stations based across Kent.

As a Customer Service Advisor - GPR, you will be the face of the company will use your skills to communicate with our passengers ensuring they have the best possible experience when using our service.

Our GPR team are multi-skilled and you will be given the training and knowledge to be able to perform all of the tasks required of the role, including;

• The sale and promotion of tickets and supporting passengers with route planning.
• Managing our gateline providing our passengers with a smile and a warm welcome to the station.
• Working on our platforms ensuring that our passengers are safe whilst dispatching trains.
• Supporting passengers with assistance to ensure they can access the service and have a positive experience.

The variety doesn’t just include the duties of the role, as you will work across a small number of stations, working with and meeting new people every day.

We are recruiting for roles at the below Stations:

• Margate
• Ramsgate
• Dover
• Canterbury
• Ashford
• Sittingbourne
• Chatham
• Maidstone
• Faversham
• Rochester
• Gravesend
• Gillingham

The Ideal Candidate

You don’t need to have railway experience for this role as all training will be provided.

What we want you to demonstrate is your passion for delivering excellent customer service and the communication skills you will use to deliver this.

We encourage you to demonstrate the below in your application (with examples if possible)

• Experience of working with customers
• Excellent customer service skills
• Ability to communicate effectively at all levels
• Ability to work calmly under pressure
• Experience of cash handling
• A pro-active ‘can do’ attitude
• Basic IT skills

Package Description

Southeastern recognises the value of every individual employee and offers benefits that reflect this.

As well as a generous salary, we offer an comprehensive benefits package which includes;

• A Contributory Final Salary Pension Scheme 
• Free rail travel on Southeastern and GTR rail services (extends to family members for leisure/educational travel)
• After a qualifying period, reduced rate travel on other train operators, including European services
• Up to 32 days annual leave entitlement (which includes bank holidays)
• Access to an array of discounts for retail and leisure products through our benefits scheme.
• Family friendly benefits including enhanced maternity/paternity leave, parental leave and carers leave.
• Full training and free uniform

About the Company

About Southeastern

Southeastern runs train services into London from Kent and East Sussex, operating almost 1,700 trains a day, carrying more than 400,000 passengers, serving 176 stations and covering 540 miles of track.

Just over 4,600 employees - mostly from the communities that we serve - work together to provide this vital service and we are looking to expand our successful team. We have a strong set of values that shape the way we run our business and guide our staff in delivering what our customers need. These are:

• We aim to be the best
• We make the difference together
• We care passionately about our people and our passengers

We are committed to being an inclusive employer, creating a workplace where everyone can come to work, feel safe and comfortable and able to do everything to the best of their ability. Read about some of the great Diversity and Inclusion initiatives our Head of Colleague Experience has been leading on here. 

We recognise the positive value of diversity and it matters to us that our teams reflect the communities we serve. We welcome and encourage applications from people of all backgrounds.

We proud to be a WORK180 Endorsed Employer for Women. If you would like to know more information about how we are supporting our employees, you can view our policies and initiatives here.

We have also won the Top Employer award at the Women in Rail Awards 2022!

If you have been unsuccessful in the recruitment process for the same/similar position you will not be eligible to apply for a period of 6 months from that date.

All offers of employment are subject to us obtaining satisfactory references (covering all education, training, employment and unemployment in the preceding 5 years and any previous railway employment). We will also complete right to work in the UK and criminal record checks. This is to ensure we are employing the best person for the role and to protect our customers, colleagues and our reputation. We are unable to offer sponsorship to work in the UK. 

This post will close before the intended closing date should sufficient number of suitable applications be received. Therefore, if you are interested in applying for this role, we suggest that you do so at the earliest opportunity to avoid disappointment.

SOUTHEASTERN is owned by SE Trains Ltd, a subsidiary of the Department for Transport’s public sector owning group, ‘DOHL.’ DOHL has responsibility for three rail companies, LNER, Northern Trains Limited and SE Trains.

SE Trains Limited