Customer Service Assistant (17.5hrs) Edinburgh Wav

Station Gateline Assistant - A Rewarding Career in Rail Travel

Station Gateline Assistant - A Rewarding Career in Rail Travel Location: Edinburgh Waverley (Must be within a 45-minute travel distance)
Salary: £13,365 per annum + 3% commission
Contract: Permanent, Part-Time (17.5 hours per week)
Hours: Various shifts worked across any day of the week, including weekends and public holidays

Please note: Successful candidates must be available to work shifts across any day of the week in line with business requirements. Due to the nature of the role, shift start and finish times may be aligned to the first and last train services of the day. Applicants must therefore have a reliable means of travelling to and from the station for early morning starts and late evening finishes.

Training Requirement: Successful candidates will be required to attend 1 week of full-time training in Glasgow at the start of their employment. Although this is a part-time position, attendance throughout the full training week is mandatory. Travel and accommodation support will be provided where applicable. Applicants should ensure they are able to commit to this requirement before applying. As full attendance is essential during the training period, this role may not be suitable for candidates with working, study or other availability restrictions that would prevent them from completing the full-time training programme.

Looking for a role where no two days are the same?

As a Station Gateline Assistant, you'll be the face of the railway, helping thousands of customers every week as they travel through one of Scotland's busiest stations.

Whether you're assisting passengers, providing travel information, managing queues or helping keep the station safe and moving smoothly, you'll play a vital role in delivering an excellent customer experience.

This is more than just a job. It's an opportunity to build a rewarding career with a well-respected organisation that values customer service, teamwork and personal development.

What You'll Be Doing

You'll be responsible for creating a safe, welcoming and efficient environment for passengers by:

Providing information, assistance and support to customers, including wheelchair users.
Checking tickets and supporting documentation.
Issuing tickets in line with excess fares procedures using the appropriate equipment.
Supporting the safe and effective operation of the automatic ticket gates.
Identifying and reporting safety hazards.
Managing customer flow and assisting with queue management during busy periods.
Operating the wide-aisle gate and supporting passengers requiring additional assistance.
Carrying out queue-busting duties when required.
Monitoring passenger flow and opening gates when necessary to improve movement through the station.
Maintaining cleanliness and carrying out basic housekeeping duties within the gateline area.

Who We're Looking For

We're looking for people who genuinely enjoy helping others and take pride in delivering excellent customer service.

You'll be someone who:

✅ Has a friendly, approachable and professional manner.

✅ Enjoys engaging with people from all walks of life.

✅ Communicates clearly and confidently.

✅ Remains calm under pressure and can deal with challenging situations professionally.

✅ Works well both independently and as part of a team.

✅ Is willing to learn and develop within a customer-focused role.

Experience gained within retail, hospitality, transport, security, leisure or other customer-facing environments would be highly beneficial.

Why Join Us?

We believe in rewarding our people and supporting them both professionally and personally.

Benefits include:

Contributory Final Salary Pension Scheme.
Free and discounted rail travel.
Generous holiday allowance.
Enhanced maternity, paternity and adoption leave.
Life insurance cover equivalent to four times your annual salary.
Exclusive discounts on shopping, fitness memberships and healthcare plans.
Ongoing training and development opportunities.

Committed to Diversity & Inclusion

We are committed to creating a workplace where everyone feels valued, supported and empowered to be themselves.

Applications are encouraged from people of all backgrounds, including women, men, young people, LGBT+ individuals, people with disabilities and those from ethnically diverse communities.

Ready to Start Your Journey?

If you're passionate about customer service, enjoy working with people and are looking for a rewarding career in the rail industry, we'd love to hear from you.

Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.