Station Gateline Customer Service Assistants (Shift & Relief)

  • Job Reference: 00002771-1
  • Date Posted: 17 March 2023
  • Recruiter: ScotRail
  • Location: Edinburgh
  • Salary: £22,586
  • Sector: Train Operations, Other Rail Jobs
  • Job Type: Permanent

Job Description

ScotRail has played a critical role in keeping people moving during the pandemic, with services helping get key workers and others to where they need to be. There has been significant investment across the network to electrify lines, and on new and upgraded trains. This helped to deliver ScotRail’s highest ever score for customer satisfaction in the most recent National Rail Passenger Survey. With more than 5,000 employees, we are looking for people who are focussed on our customers, to continue delivering the best possible service for people throughout the country.

Twice accredited as a Top Employer and having achieved Investors in Diversity, we value our people and aim to inspire, attract, and keep the best talent and provide our people with a safe place to truly thrive at work. 

We are dedicated in helping to close the diversity gap across the rail industry and would love to see more young people, women, people from ethnically diverse backgrounds, LGBT+ employees and the disabled.  Supporting diversity and inclusion is a big part of who we are, we are not looking for people to fit into our culture but add to it.

At ScotRail, we proactively embrace diversity across our workforce. To build a more sustainable future, we need the best team- a team with a diverse mix of people and skills, where everyone feels valued and heard and able to thrive. We recognise that we are under-represented in terms of women, young people, the disabled and people from ethnically diverse backgrounds. We’re therefore taking positive steps to promote a positive and inclusive culture; we welcome applications from those that identify with these groups to better represent the communities we serve.

To provide customer information and assistance including wheelchair assists.  Issue tickets to customers in line with the excess fares’ procedures using the relevant ticket issuing equipment.  Check tickets and supporting documents.  At automatic gateline ensure the safe operation of the gateline including the identification of safety hazards to the gateline operation and opening the gates when required.  Ensure a safe environment around the gateline including cordoning off hazards and cleaning up minor spills.  Operate the wide isle gate and ensure the numbers of gates set for passenger flows in each direction are appropriate.  Assist with customer direction and queue management to ensure control of any build-up of customers in the gateline vicinity.  Carry out queue busting duties as required.  Identify the development of queue lengths against pre-set limits and determine when to open all gates to improve flow rates.  Empty the ticket hoppers, dispose of the tickets collected and clean the gates and associated plant equipment.

To be successful in this role you will demonstrate a commitment to exceeding customer expectations, have total confidence and ability to deal with conflict situations constructively, be a real team player and highly proactive. Your excellent communication skills will be evident, as will the ability to work alone when required and be able to demonstrate individual initiative when required. Flexibility will be required as shift work and weekend working is involved. Monday – Friday earliest start 0615 hours latest finish 2335 hours, Saturday earliest start 0615 latest finish 2335 hours. Sunday earliest start 0800 latest finish 2330 hours.

Please note that if you are appointed to a relief post you will have a contractual commitment to work, when required by the company, up to a maximum of 13 Sunday turns per calendar year.

We offer an attractive reference salary of £ 22,586 per annum on completion of training. The trainee salary is £19,993 per annum.

We’ll ensure you’re rewarded for your contribution with a competitive package that includes:

Contributory Final Salary Pension scheme

Free and reduced rate rail travel for you and your family, where applicable.
Generous holiday allowance
Hapi benefits package, offered to everyone at ScotRail

Selection process: Assessment and Interview will form the initial stages of the selection process. The final stage for successful candidates will be a medical questionnaire. Appointees must submit at least two satisfactory references, Disclosure Scotland clearance and complete a six-month probation period.

Your training which will take place in Glasgow will include induction, customer service, commercial skills, first aid, fire safety, disability awareness and conflict management – will be professionally delivered to give you all the tools you need to master this interesting role.