Career FAQ's

Are there any benefits?

Yes, there is a benefits package which includes an interest-free season ticket loan, 26 days holiday a year, and a uniform.

Is training provided?

Yes, a comprehensive training and development programme is provided. See the Training & Development page for more details.

What is the working environment like?

You will be working in a new, prestigious landmark public building that will be an international rail destination as well as a local destination in its own right. There will always be a lot of activity, and the station can become very crowded. You will be working as part of a team delivering outstanding, proactive service to customers, and will regularly rotate through a series of different responsibilities and areas.

Customers using St Pancras International Station will include, commuters, business travellers, holiday makers, local residents and office workers from the nearby commercial centres, as well as shoppers, diners and people meeting up to socialise and use St Pancras as their entertainment destination. The nature of the station environment will change over the course of the day, with the ebb and flow of the rush hours, the weekend get-aways, the hubbub of the market place and arcade, and the buzz of the evening eating and drinking establishments.

Customers using Ebbsfleet International will experience the same excellent service, but the emphasis will be on speed of access and a simple and smooth passage through the station, either to their train or to onward road, bus or taxi connections. When the Kent high-speed service opens in 2009 the station will take on the role of a major commuter hub.

Do I need to have a background in railways?

No! We are looking for people with the right attitude and behaviours who instinctively know what excellent customer service means. Of course, knowing how a station works would be an advantage, but it is not essential.
What sort of people are you looking for?
You might come from the retail or hospitality sectors, or other customer-focussed transport industries. You must be naturally good with handling members of the public and you must have good communications skills, and have good range of use of English.

How will I be managed?

Everyone will have a named line manager who will be responsible not only for your performance against set objectives, but also take a keen interest in your personal development. Your line manager will expect high standards, but will help and coach you to get there. Every member of staff will have a structured annual appraisal.

What is the salary for customer service representatives?

c. £23,000 per annum

What are the hours for customer service representatives?

40 hours per week

What is the working pattern for customer service representatives?

The work is shift based to ensure a 24hr/7 day a week operational presence. The system is currently based around an 8hr pattern - covering mornings afternoons and nights, 7 days a week. The pattern rotates on a regular basis. You will be required to work all of these shifts including weekends according the published roster.