Part Time Customer Service Assistant - Edinburgh - Edinburgh - Central Belt, Edinburgh, Edinburgh, Blue Arrow

Station Gateline Assistant

Edinburgh Waverley Station

Salary: £19,026.51 per annum.

Training Salary: £23,816 per annum when based on full-time hours.

Contract: Permanent, Part-Time (24 hours per week)

Hours: Various shifts worked across any day of the week, including weekends and public holidays

Please note: Successful candidates must be fully flexible and available to work shifts across any day of the week in line with business requirements.

Due to the operational nature of this role, shift start and finish times may be scheduled around the first and last train services of the day. Applicants must therefore have a reliable means of travelling to and from Edinburgh Waverley Station for early morning starts and late evening finishes. Candidates must be able to commute to the station within 45 minutes.

Training Requirement: Successful candidates will be required to attend one 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.

Join ScotRail and Be the Friendly Face of Edinburgh Waverley

Every day, thousands of customers pass through Edinburgh Waverley Station, and as a Station Gateline Assistant you'll play a key role in making their journey safe, welcoming and hassle-free.

Whether you're helping customers find their platform, assisting passengers requiring additional support, checking tickets or managing customer flow during busy periods, you'll be at the heart of one of Scotland's busiest railway stations.

This is an exciting opportunity to join ScotRail, develop valuable customer service skills and build a long-term career within Scotland's railway.

No rail experience? No problem. We're keen to hear from people with experience in customer service, retail, hospitality, transport, security or any role where delivering excellent service is at the heart of what you do.

Key Responsibilities

As a Station Gateline Assistant, you will:

Provide information, assistance, and support to customers, including passengers requiring additional assistance or wheelchair access.
Check tickets and supporting documentation to ensure valid travel.
Issue tickets and excess fares using ticket-issuing equipment in accordance with company procedures.
Operate the automatic gateline safely and efficiently, identifying and responding to any safety concerns.
Assist with customer flow, queue management, and passenger direction during busy periods.
Operate wide-aisle gates and adjust gate configurations to support changing passenger volumes.
Monitor queue lengths and take appropriate action to maintain the safe and efficient movement of customers.
Carry out queue-busting activities where required to improve customer experience.
Maintain a safe working environment by addressing minor hazards, reporting concerns, and ensuring station areas remain presentable.
Empty ticket hoppers, dispose of collected tickets, and undertake routine cleaning of gate equipment and associated areas.

What We're Looking For

We're keen to hear from candidates who:

Have a genuine passion for delivering excellent customer service.
Communicate confidently and professionally with a wide range of people.
Remain calm, approachable, and professional when dealing with busy or challenging situations.
Enjoy working as part of a team while also being comfortable taking ownership of individual responsibilities.
Demonstrate strong attention to detail and a commitment to safety.
Are willing to learn new systems, processes, and procedures through training provided.
Can undertake the physical requirements of the role, including the deployment of accessibility ramps (full training provided).

What We Offer

In return, you'll receive a comprehensive benefits package designed to support your wellbeing, financial security, and career development, including:

Contributory Final Salary Pension Scheme.
Free and discounted rail travel.
Generous annual leave entitlement.
Enhanced maternity, paternity, and adoption leave.
Life assurance cover equivalent to four times annual salary.
Employee discounts across a range of retail, healthcare, and lifestyle providers.
Ongoing training and development opportunities.
A supportive and inclusive working environment with opportunities for career progression.

Diversity & Inclusion

We are committed to creating a workplace where everyone feels valued, respected, and able to achieve their full potential. We welcome applications from people of all backgrounds and are committed to building a diverse workforce that reflects the communities we serve.

Apply Today

If you're looking for a rewarding role where you can make a real difference to customers every day while building a long-term career in the rail industry, we'd love to hear from you.

Submit your application today and start your journey with us.

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