Passenger Service Agent

at  KeolisAmey DLR

DO YOU HAVE A PASSION FOR EXCELLENT CUSTOMER SERVICE UNDERPINNED BY A STRONG SAFETY CULTURE?

KeolisAmey Docklands (KAD) is an award-winning Light Rail Operator, proud to operate the Docklands Light Railway (DLR), which serves a vibrant community at the heart of the East End of London. We pride ourselves, not just in our outstanding safety and performance records, but in our hunger to deliver an amazing customer experience.
We are recruiting for our next intake commencing 2nd December 2024 (Please only apply if you are available to start on this date).
About the role:
As a PSA you will play an important role in looking after the wellbeing and comfort of our passengers. Whilst operating the train to schedule in a safe and efficient manner, you will also represent the DLR in every aspect of its operations, taking care of customer needs and delivering exceptional customer experience. You will be required to use conflict management skills to manage incidents including intoxicated, or ill passengers & fare evaders, these can often escalate into volatile situations or potential conflict. You will need to be able to deal with equipment failure, service disruption and potentially major customer accidents and injuries.
The initial training course will consist of 16 weeks of training, followed by 1 week of shadowing an existing PSA. The initial training will be followed by up to 10 additional training days during the first year of employment. These additional days will form part of the formal Passenger Transport Onboard and Station (PTOS) certification and will give you the opportunity to develop base skills further. During initial training a trainee salary is paid until you are able to fully carry out the role.
This role is a shift based which includes early, daytime and lates shifts, weekend and bank holiday working. There is flexibility in terms of being able to swap shifts with colleagues, however a mixture of shifts are required to be worked in order to maintain your PSA skills and licences.

RECRUITMENT TIMELINE: (Please ensure your availability for the following dates).
STAGE 1 Application Sifting: 21-27 October
STAGE 2 Online Assessment: 22-28 October
STAGE 3 Onsite Scenario Assessment Days: 29 & 30 October
STAGE 4 Interview Day: 31 October