Customer Service Team Member - 7 month Fixed Term Contract
At Eurostar we’re busy making Europe’s most loved travel experience better than ever. In our stations, depot, offices, and on board, we share the same goal – to create an experience for our passengers that’s always truly ‘exceptionnel’.
As part of our Customer Service team, the Customer Service Team Member will be responsible for being Eurostar’s public face: providing a welcoming presence throughout St Pancras station and delivering exceptional service to all our passengers.You will be required to assist all customer needs from ticket purchases, check-in and boarding. Ultimately, you will be helping to make our passengers’ journeys begin and end as seamlessly as possible, striking up a memorable rapport with them.
Internal use only Grade RFJ - based in SPI
Requirements
We are looking for someone to…- Create a positive first impression of Eurostar by delivering exceptional customer service
- Manage the international concourse, automatic and manual check in, boarding gates and information desks efficiently so that customers feel looked after
- Assist with passengers’ ticketing enquiries and errors
- Resolve complaints at source, wherever possible, by using intuition to make flexible decisions which result in customer retention and long-term profitability
- Support passengers during delays and disruption by arranging taxis, hotels and refreshments and assist with the implementation of service disruption and recovery procedures
- Ensure the safety of customers and staff by taking steps to alleviate congestion, improve customer flow and in cases of emergency evacuations, direct passengers accordingly
- Excellent face to face customer experience, demonstrating enthusiasm and positivity when serving passengers
- To enjoy working in a team environment to ensure customers are well looked after at each point in our station
- The ability to work and remain calm under pressure
- To be confident with large volumes of customers at busy times
- Good computer literacy and ability to learn how to use our internal reservation and control systems.
- A high level of professional grooming. Your uniform will be provided, as you’ll be public facing and representing the Eurostar brand at all times.
- An advanced (C1) level of conversational English
- Knowledge of French is desirable
- We are also interested in hearing from you if you have a good level of Dutch!
Location
St. Pancras International Station, London N1 9AL
Salary
£40,438.41 (Rate For Job – non-negotiable)
Work Pattern
You must also be prepared to work a shift pattern, including weekends, which will involve late nights [finishing as late as 8.30pm] and early starts [starting as early as 4am] - flexibility is required.
If this sounds of interest to you and reflects your career interests, then we want to hear from you.
Our Recruitment Process will include:
- Advert closes on Tuesday 25th September 2024 at 23:59 (We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible)
- Video interview W/C Monday 7th October 2024.
- Assessment Centre W/C Monday 28th October 2024.
Training
Full training will be given for the role and will last for 4 weeks. You must be available to continuously attend all the training scheduled to start W/C Monday 9th December 2024.
Benefits- Travel benefits for work and leisure.
- A great pension.
- Exclusive discounts and perks.
If you feel like your skills and experience are matched to this role, we look forward to hearing from you. Join us in shaping the future of European travel.
Eurostar is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender identity, religion or belief, marital status, or pregnancy and maternity.