Station Assistant

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Job title :  Station Assistants   

Salary:  £35,600   Grade:  Operational

Location – Station Block, Victoria Coach Station, London.

Contract Type:  Transport for London – Permanent

Shifts:  Rotational Shifts ie days, evenings, nights on a roster – must be available to do all the shift patterns covering a 24/7 Operation.

Application Closing Date is Monday 14th July 25 @ 23:59

Overview of Role

We're recruiting for Station Assistants !

Do you have what it takes to become a Station Assistant at Victoria Coach Station? 

As a Station Assistant, you’ll play a vital role in the day-to-day safe operation of Victoria Coach Station, with key responsibilities including giving our customers the best possible service, managing incidents, supporting TfL colleagues and coach operating partners and engaging with our control teams.

Working rotational shifts to provide a focus for customer assistance in all passenger terminals 24 hours a day to enhance customer satisfaction for coach customers through the provision of front line customer services to a diverse range of users. To assist in monitoring and controlling vehicle operations at Victoria Coach Station (VCS) and assisting customers to purchase tickets at the ticket hall.

Key Accountabilities  

• Staffing the enquiry desks and roving patrols to provide information related to coach services, facilities at the Coach Station and general enquires about onward public transport travel in London, the UK and abroad
• Deliver all aspects of Mobility Assistance to ensure bookings are correctly recorded and passengers are taken to their coach in a safe and timely manner.
• Provide assistance to customers in the ticket hall who wish to purchase tickets from machines and be prepared to assist in the left luggage department to ensure it is fully operational during its opening hours
• Act as the first port of call in emergency situations and carry out First Aid for all users of the Coach Station.
• Carry out scheduled and ad hoc security patrols to ensure the continued safe and secure operation of the coach station.
• Liaise with operators’ ground staff to provide real time information to all customers and stakeholders.
• Assist with the management of both vehicle movement areas, directing vehicles and assisting drivers with manoeuvres to ensure procedures are followed and coach services arrive and depart safely and efficiently.
• Carry out a range of administrative tasks, especially reports, to ensure procedures are adhered to, the highest levels of customer satisfaction are achieved and the station continues to operate safely and efficiently.

Skills, Knowledge & Experience  

Knowledge

• Education to GCSE or equivalent
• Have, or be able to quickly acquire, a recognised qualification in first aid
• Have, or quickly be able to acquire, a PCV driving licence qualification (desirable) 

Skills 

• Well practised, demonstrable communication skills, both oral and written.
• Proficient in the use of Microsoft Office products including Outlook, Word and Excel.
• Good negotiating skills and the ability to influence people.
• Excellent customer service skills in a busy 24/7 front-line operational environment and ability to manage difficult conversations.
• Motivation to achieve quality results and to seek continual improvement.

Experience

• Working under pressure in a front-line environment.
• Achieving results with minimal supervision, resolving problems and reacting dynamically to challenging situations
• Delivering world class service to multiple stakeholders with limited resources
• Must have a solid proven background in a customer service role.

Equality, diversity and inclusion 

We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair. 

Additional Information:-

Shift Patterns 

You will be required to work on a rotational shift pattern covering a 24/7 operation.  This will include NIGHTS, DAYS, EVENINGS you must be available to cover all of these shifts.

First Aid Certificate 

You must already have or be able to acquire quickly a first aid certificate.  This is a MANDATORY requirement.   You must feel comfortable providing first aid requirements to our customers if necessary.

Part of the role is assisting passengers and this role will include walking and prolonged standing.

Application Process   

• Please apply using your CV Only 
• Think carefully about the skills, knowledge and experience in the advert and cover this in your CV and cover letter
• PDF format preferred and do not include any photographs or images 

Benefits

In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow.  Rewards vary according to the business area but mostly include: 

• Final salary pension scheme  
• Free travel for you on the TfL network  
• Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket 
• 30 days annual leave plus public and bank holidays
• TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow.
• Private healthcare discounted scheme (optional)  
• Tax-efficient cycle-to-work programme 
• Retail, health, leisure and travel offers  

• Discounted Eurostar travel