DESCRIPTION

An excellent opportunity has arisen to join the Merseyrail Stations Team as a Station Assistant based at Southport Station.
Sitting within our Commercial function, Station Assistants are the face of Merseyrail, have a great influence on how customers perceive our company, and therefore play a vital part of Merseyrail’s success.
You will all be aware that this is a very diverse role, every hour/day presenting a new challenge. Therefore this role requires individuals who can deliver excellent customer service and think on their feet.

Key components of the role include:

• Responsibility for safety of customers
• Excellent Customer Service skills
• Managing crowd control
• Flexible with working hours
• Problem solving
• Ability to deal with confrontation
• Day to day responsibility for cleanliness of all aspects of station
• Confidence and ability to deliver clear and concise announcements

• Dealing with members of the public on a daily basis

  You will also be required to:

• Work a shift pattern which includes booking on prior to and after the commencement of service and cover 7 days per week, including weekends and Bank Holidays. The applicant will need to be 18 or over to fulfil the hours required.

• Stand for long periods of time, undertake tasks involving manual handling and cleaning duties.
• Demonstrate ownership and pride in our stations whilst on duty and adhere to Merseyrail’s Rules & Regulations.

SKILLS, KNOWLEDGE AND EXPERTISE

• Excellent communication and organisational skills.
• Ability to understand the importance of consistently providing excellent Customer Service.
• Ability to deal with unpredictable situations, including potential conflict situations, associated with being in a public facing role competently and professionally.
• Ability to work alone and effectively as part of a team.
• Ability to communicate with colleagues and customers in a professional manner.
• Ability to meet roster, shift-working requirements, including Sunday working.
• Ability to attain any competence training, such as described in the Station Assistant competency matrix.
• Good standard of Education: - GCSE, or equivalent, in Maths & English at a minimum Grade C - A* / 9-4

KEY RESPONSIBILITIES

• Taking ownership and responsibility to ensure that the station provides a safe, clean and inviting environment.
• Ensuring customers receive concise and clear information delivered in a consistently professional manner.
• Accountable for ensuring own knowledge and competencies are up to date and relevant.
• Having the confidence and ability to enable any situation to be dealt with professionally and competently.
• Dealing with emergency, unpredictable and reactive situations in accordance with company procedures and Travel Safe guidance.
• Making customers feel valued at all times, particularly throughout train service disruption or events.

Key components of the role include:

• Responsibility for safety of customers
• Excellent Customer Service skills
• Managing crowd control
• Flexible with working hours
• Problem solving
• Ability to deal with confrontation
• Day to day responsibility for cleanliness of all aspects of station
• Confidence and ability to deliver clear and concise announcements
• Dealing with members of the public on a daily basi