Customer Service Assistant

This is a Full-Time Permanent position. 

Please note that this role will involve shift, weekend and bank holiday working. The successful candidate will also be required to undergo a pre-appointment medical to enable them to drive station buggies.

Glasgow Central is one of Scotland's busiest and most complex railway stations, welcoming thousands of passengers every day. As a Customer Service Assistant (CSA), you will provide a highly visible, approachable and professional presence throughout the station, helping to deliver a safe, secure and welcoming environment for everyone who uses the railway.

Putting passengers first is at the heart of everything we do. Whether assisting customers with journey information, providing reassurance during disruption, supporting passengers with accessibility requirements or helping someone navigate one of the busiest stations in the country, you will play a vital role in ensuring every customer receives excellent service and has a positive experience while travelling through Glasgow Central.

Whilst customer service is a key element of the role, this position is far more than a traditional customer-facing role. Customer Service Assistants play an important part in station operations, safety, security and accessibility, ensuring the station remains safe and welcoming for passengers, colleagues, retailers and train operators alike.

A significant part of the role involves carrying out regular security and safety patrols throughout the station, maintaining vigilance for suspicious behaviour, unattended items, trespass, operational issues and potential hazards. Customer Service Assistants are often the eyes and ears of the station and work closely with the British Transport Police, train operators and other industry partners to respond to incidents and help maintain a safe and secure railway environment.

You will also be responsible for providing mobility assistance and supporting passengers who require additional help to access railway services. This includes assisting customers with reduced mobility, those travelling with disabilities, elderly passengers and anyone requiring support to navigate the station safely and confidently. Providing assistance with dignity, compassion and professionalism is an essential part of the role.

As part of the station's accessibility service, Customer Service Assistants may be required to operate the station's mobility assistance buggies. Successful candidates will receive training and must successfully complete a practical driving assessment before being authorised to operate the vehicles. The ability to provide safe and efficient transport for passengers around the station forms an important part of delivering an inclusive service.

Due to the nature of the role and the operational responsibilities involved, successful applicants will be required to undertake and pass a rail industry medical assessment, ensuring they are fit to carry out the duties associated with working in a busy operational railway environment.

In emergency situations, Customer Service Assistants play an important operational role. This can include responding to incidents, supporting crowd management, assisting vulnerable passengers, implementing emergency procedures and, where required, helping with station evacuations to ensure the safety of customers and colleagues.

This is a highly active role where visibility across the station is essential. Staff spend the majority of their shift walking throughout the station, undertaking patrols, assisting passengers, providing mobility assistance, responding to incidents and supporting operational activities. It is not uncommon to achieve approximately 25,000 steps during a shift, making this a physically demanding role that requires energy, resilience and a proactive approach.

No two days are the same. Successful candidates will thrive in a fast-paced environment where customer service, accessibility, safety, security and teamwork are equally important. If you take pride in helping people, enjoy working as part of a team and are committed to delivering an exceptional experience for passengers, this role offers the opportunity to make a real difference at one of the UK's busiest railway stations.

1. Provide a highly visible point of contact for station users providing customer service to all, including visitors, contractors, retailers, TOC's and customers travelling throughout the station.
2. Undertake regular station checks including contractor compliance, security, safety and equipment in accordance with relevant company standards and procedures, completing the relevant paperwork for audit purposes.
3. Respond to and record emergencies and incidents involving the general public and industry partners, as required.
4. Provide a point of contact for the reporting of faults within the station, maintaining appropriate records, reviewing and closing actions as required.
5. Actively assist and provide information to customers travelling throughout the station.
6. Check contractors have relevant risk assessments and method statements prior to issuing Permit to Work.
7. In liaison with customers, external authorities and regulators, implement plans to prevent and manage criminal activity on the station, including discouraging and preventing unauthorised persons from entering or remaining on the station. 
8. Provide a proactive role in dealing with hazards or unsafe conditions, checking that all such occurrences are reported correctly.
9. Fulfil allocated duties as prescribed within Emergency Plans.

If you are interested in applying for this vacancy, please ensure you fully research the role and Network Rail prior to completing any further stages of the application process. Find out more about this role and our managed station environments at: https://www.networkrail.co.uk/communities/passengers/our-stations/ 

Start your career journey with Network Rail and apply now by submitting your CV and completing the pre-screening questions. 

We're dedicated to creating an inclusive environment and we welcome applications from everyone! Our aim is to ensure your candidate experience is as positive as possible. If you require reasonable adjustments at any point, simply let us know-we'll do our best to assist you.

Network Rail is a Disability Confident Leader and we'll try our best to adapt the process and offer a reasonable alternative to help support people with disabilities access, apply and interview for roles.

You can visit Evenbreak's Career Hive for advice on accessibility support if you're unsure of the options available. Should you require any reasonable adjustments/modifications, please contact ScotlandResourcing@networkrail.co.uk.

Please note that all applicants must complete and pass the mandatory pre-screening questions at the start, in order for your application to be progressed.

Grade: Band 6

Salary: £27,464

Closing date: Midnight on Tuesday 24th November 2026 - late applications will not be accepted. 

We retain the right to close the advert before the listed closing date (based on application volumes) so if you are interested in this vacancy, we encourage you to make your application as early as possible.

Here are a few of the benefits we offer:

• Generous annual leave entitlement
• Choice of pension schemes
• Discounted leisure train travel for you and your family
• 75% subsidy on Rail and Underground season tickets
• 5 days paid volunteer or carers leave
• My Benefits platform - giving national and local discounts on retailers, gym membership and more

Our aim is to ensure your candidate experience is as positive as possible. If you require reasonable adjustments at any point, simply let us know-we'll do our best to assist you.

PLEASE NOTE - all offers of employment are conditional upon satisfactory completion of pre-employment checks: Click here for more information.