West Midlands Trains, previously known as London Midland, now operates two new railway brands across the Midlands, the North West and London. The franchise transferred on 10th December and we are working hard to make sure there is a smooth and successful transfer of operations which will continue over the coming months.

In the Midlands, the West Midlands Railway brand is a local railway placing Birmingham at the centre of its network. We run the majority of the local services, as well as direct trains to many of the surrounding towns and cities, including Redditch, Stratford-upon-Avon, Worcester, Hereford, Shrewsbury, Telford, and Northampton. Our London Northwestern Railway brand serves the London to Liverpool route on the west coast, stopping at Birmingham, Milton Keynes and Northampton, with the West Midlands at its heart. Both services are operated by West Midlands Trains Ltd, a joint venture, owned by Abellio, Mitsui and East Japan Railway Company (JR East).

Over 60 million passenger journeys a year are made using our trains and we manage 150 stations and operate over 1,300 services a day. That's a lot of customers! To provide this service we need a great team of employees supporting our purpose and our visionary goals and values.

An exciting opportunity has arisen for a Customer Service Assistant to join our Passenger Services team based at Five Ways station on a full time (35 hours per week), permanent basis to provide a comprehensive customer service and care at the station, to maximise revenue income and to help maintain a clean, safe and presentable retail environment to West Midlands Trains customers. 

Duties will include:

• Ensure high levels of customer service are provided
• Ensure customers are provided with the available accurate and timely information
• Ensure own safety and that of others at all times
• Provide a high-quality ticket retailing and customer care service, complying with the current West Midlands Trains and ATOC ticket retailing instructions and guidelines.
• Comply fully with station accountancy, cash regulations and internal check procedures to ensure that revenue and vulnerable items are kept secure.
• Ensure that cash is remitted promptly and according to West Midlands Trains procedures
• Conduct station cleaning, and make the station safe, presentable and welcoming to customers
• Announce train arrivals and departures where required
• Ensure posters are displayed on the station, replacing any which are faded or out of date where required.
• Assist with disabled passengers as required

Our ideal candidate will be:

• Customer focused (previous retail experience is highly desirable)
• Able to remain efficient and calm in pressurised enviroments
• Flexible to the requirements of the job
• An excellent communicator 
• Able to use own initiative when appropriate
• Smartly and professionally presented
• Numerate and literate 
• Able to learn legislation that affects the role

This role involves shifts and weekends and you will be required to wear uniform. All successful new entrants will be required to undergo a criminal records check, Right to Work verification, referencing and full medical assessment including a drug and alcohol screen.

In addition to a competitive salary West Midlands Trains offers a wealth of benefits including free travel on Abellio trains for you, your partner and dependent children, 75% discount on all other train travel over most of the UK rail network, development opportunities to help further your career with West Midlands Trains, and a contributory defined salary pension. 

We reserve the right to withdraw this advert at any time due to high volumes of applications (please submit your application as early as possible to avoid disappointment).

Applications will be considered from internal colleagues with 6 months experience after completion of their probationary period and a full check of absence and disciplinary records.