Customer Service Representative

Serco Plc

Make a difference every day

The Job Opportunity

The purpose of this position is to deliver a safe, reliable, world class and customer focused station environment and train service.

Key accountabilities Monitor and maintain station operational status and to ensure the safety and comfort of passenger movement within the station premises. Carry out controlled/uncontrolled/emergency evacuation of passengers. Control and mitigate overcrowding in station and platforms to ensure that passengers flows are managed in an orderly manner. Deliver essential messages to passengers via audio or visual means in a timely, clear and proactive manner. Monitor and control the direction of the fare gates in accordance with the flow of passengers, and in the event of an emergency situation. Provide ticket sales, train services information and respond to passenger enquiries .

What we are looking for in our candidates Ability to understand complex systems and possess good IT skills. Strong organisational skills, detail oriented, and the ability to handle multiple priorities. A mature, proactive and responsible approach to work with initiative and problem solving capability. Ability to liaise in a professional and persuasive manner with staff at all levels in the organisations. Good communication skills and the ability to manage multiple tasks efficiently and work productively in a fast-paced, team-oriented environment.

Specific requirements Ideally a degree holder or higher diploma of post-secondary education in a related discipline. Good literacy and numeracy skills required for the role. Numeracy, in dealing/recording cash transactions. A minimum of 2 years’ experience as front-line staff delivering customer service in a Metro station or equivalent; A minimum of 1-year experience of driving passengers in a safe manner according to prescribed routes. Experience and understanding of dealing with customers and conflict resolution techniques. Basic understanding of station operations and associated activities.

Working with Serco

At Serco, not only is the nature of the work we do important, everyone has important role to play.

We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

Join Us

By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), and SercoUnlimited (Disability). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.

Take pride in what you do

Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative. Please visit for more information.

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