Location
Birmingham, GBDepartment Name
OZ Property Operations/National Stations/Birmingham (752359) G5About Network Rail
Network Rail operates and maintains the railway infrastructure. Our passengers and freight users are at the heart of everything we do. We help connect people to their friends and families and get goods to their destination safely and efficiently. We’re an organisation where people matter. When you're part of our team, you matter to us and you matter to millions.
Within the North West & Central Region, we’re committed to building a workforce that truly represents the diverse communities we serve. We know that inclusive teams make stronger decisions, spark innovation and help us deliver a safer, more accessible railway for all.
Even if you don’t meet every requirement, we still encourage you to apply. If you’re passionate about making a difference and believe you have the skills or potential to succeed in this role, we want to hear from you.
We’re dedicated to fostering an open, supportive environment where everyone feels they belong. Your unique background, perspective and experience could be exactly what we need to keep Britain moving safely and sustainably.
Brief Description
We are Central Route — the Heart of Britain’s Railway. Over a million passengers depend on us every week, and we move nearly a million tonnes of freight every month. But we’re more than tracks and trains; we’re a driver of jobs and opportunities, a connection to leisure and time with family and friends, and a foundation for communities and neighbourhoods.
We play a crucial role in the national network, with Birmingham New Street — the busiest station outside London and the hub of the railway — linking England, Scotland and Wales through hundreds of services arriving and departing every day.
About the role (External)
What will you be doing?
Our passengers and station users matter to us, and as Customer Service Assistant (Passenger Assist) you will provide a safe, welcoming, and supportive environment for passengers requiring assistance while travelling through Birmingham New Street Station, one of the busiest rail hubs in the UK. The role involves coordinating and delivering Passenger Assist services, supporting passengers with a wide range of accessibility needs, and maintaining a consistently high standard of customer service within the Passenger Assistance Lounge.
Working in a fast-paced and high-volume operational environment, the team coordinates hundreds of Passenger Assist requests, including both pre-booked and Turn-Up-and-Go assistance. The role requires strong communication, teamwork, and close coordination with station teams and train operators to ensure passengers are safely escorted to and from trains and throughout the station.
Team members are expected to make effective operational decisions throughout their shift, particularly during periods of peak demand, service disruption, and high passenger footfall. This includes prioritising assistance requests, managing waiting passengers within the lounge, and ensuring that all passengers requiring support receive timely, professional, and compassionate assistance to enable a safe and confident journey.
There will be times where you will also support and be rostered as part of the wider Customer Service Assistant team, where most days you'll be covering significant distances across the station as you conduct security searches, monitor the station concourse, report faults within the station, and help passengers during their station experience. With the training that we will provide you, your attention to safety and security is what will help keep our station users safe every day.
It is important to note that this role also involves shift working (days, nights, and weekends) and to you'll you will need to be willing and able to work on a shift basis which means that you may be asked to cover a variety of shifts 365 days per year. This role is crucial for the safe running of the railway and its passengers. Predominately in the passenger assist role you will be working shifts around the Passenger assistance opening hours which are 0700am -2100pm but contractually you will need to be able to cover day, nights and weekend shifts
What we’re looking for
In order to be successful in this role, we would like you to have/to be:
· Command of English language, both written and oral
· Experience of working in a customer facing environment
· Confidence to deal with different types of situations assertively
· Experience of working effectively as part of a team
It would be desirable for you to have:
· Basic IT skills for Passenger Assist systems
· Awareness of accessibility and inclusion
· Experience within the rail or transport sector
· Experience supporting passengers with disabilities or reduced mobility
How to apply (External)
Salary: £27,464.00Closing date: 24th April 2027. - Late applications will not be accepted.
please note there are multiple roles available.
Click apply now to apply.
What does our recruitment process look like?
- Once you have applied, our Recruitment Specialist will look at your CV.
- If your experience matches what we're looking for, you'll be invited to an interview
You can visit Evenbreaks Career Hive for advice on accessibility support if you're unsure of the options available. Should you require any reasonable adjustments/modifications, please add a note to your application.
Network Rail Benefits - To find out about what benefits we offer, click here
All offers of employment are conditional upon satisfactory completion of pre-employment checks. Click here for more information
***Some of our roles require face to face Drugs & Alcohol testing. Further details will be shared with you as part of your formal offer.****