Customer Service Assistant – Platform

West Midlands Trains
16th September 2022
6th October 2022
Job Type
Salary (£)
£22,947 progressing to £24,075
South East


As part of the Abellio Group, West Midlands Trains delivers around 1,300 train journeys a day, for more than 60 million passengers a year, across our two brands - West Midlands Railway and London Northwestern Railway.

We are committed to delivering a safe and reliable train service, by investing in our fleet of trains, stations and employees. As part of this investment we are looking to recruit a Platform Staff/ Dispatcher, on a full-time, permanent basis, based in Watford

You will deliver a quality customer service through the provision of assistance and information to fulfil West Midland Trains customer expectations, whilst meeting the Company’s business, safety and operational targets.

What does the job involve?

  • Safely dispatching trains from the platform – following strict company and industry protocols and guidance
  • Ensuring compliance with the Health & Safety at Work Act
  • Delivering the timely and safe dispatch of trains - announcing train arrivals and departures, if required
  • Providing high levels of customer service face to face – handling customer questions and queries
  • Maintaining a record of delays, re-platforming and other events affecting the train plan, as required
  • Proactively ensuring information is communicated within the station team and to other locations, as required
  • Assisting disabled passengers, as required
  • Conducting fire and security checks in line with current risk levels and maintaining a high level of security vigilance, at all times
  • Reporting accidents and incidents in accordance with the accident reporting procedures
  • Monitor CCTV, where required

What skills and experience do I need to do the job?

  • Customer focused – being polite, approachable and friendly at all times
  • Being efficient and calm - able to communicate with people from all backgrounds
  • Taking pride in your appearance – being the face to the company to customers
  • Flexibility – able to work early and late shifts and use your own initiative on occasions
  • Good IT skills – able to use a range of technologies and systems
  • Honest & trustworthy – doing the right thing
  • A good level of maths and English ability

What are the salary and benefits?

  • Salary of £22,947 progressing to £24,075 after successful completion of probation
  • Final salary pension – one of the best pension schemes available
  • Free travel on all our trains and those of other train companies within our parent group company - for you, your partner and any dependent children
  • 75% off all other train company travel tickets
  • Retail discounts
  • Career development opportunities
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