Eurostar Customer Assistance and Eurostar Travel Services Flexi Team Member

At Eurostar we’re busy making Europe’s most loved travel experience better than ever. Join us and you’ll be part of a dynamic, connected, cosmopolitan team that feels at home in four countries and shares the same goal – to create an experience for our passengers that’s always truly exceptional. Do you want to be part of this journey?

Are you passionate about accessible travel? Eurostar believe that travel should be accessible for all, regardless of physical limitations, disabilities, or age.

An exciting opportunity has arisen for you to join the Eurostar Assistance/Travel Services Team as one of our flexi team members. This means you might spend one day helping customers with accessibility challenges and another loading our train with luggage, bikes etc.

A bit about the roles:

Travel Services - The Eurostar Travel Services Team will be responsible for the successful daily running of the Travel Services Department. Dealing with all customer products (such as Bikes and Baggage), as well as assisting the Customer Assistance Team in the Terminal to ensure that a first-class assistance experience is afforded to our most vulnerable customers.

Our Eurostar Travel Services team members ensure the safe delivery of customer items (from Baggage to Bikes) from the customer at the Travel Services Department to the train. You will need to consistently deliver great customer service as you will be ensuring that our customers have a good impression of Eurostar as you will often be the first and last touchpoint on the customer journey.

Working in a demanding environment, covering long distances on foot, as well as lifting a variety of luggage items (up to 30kg). The role does include the x-raying of items entering the Travel Services Department as well as driving plant machinery (full training provided).

Assistance team members are responsible for ensuring that our most vulnerable customers feel looked after and supported throughout their station experience. Working in a fast-paced environment, covering long distances on foot, as well as lifting a variety of luggage (up to 15k)

Your day may start at 05:00 on an early or finish at 23:15 on a late shift, working on a rolling roster that includes weekend working. You will be working within two teams who care very much about each other and their customer!

This a shift-based, uniformed role, working at St Pancras International station. This position is a 12 months contract.

Internal Use Only

EIL Grade RFJ, Travel 1, based in SPI

Requirements

We are looking for someone to...

• Meet and greet customers arriving at the assistance desk.
• Look after customers with Assistance animals, ensuring they are made to feel welcome and supported.
• Ensure that every job is logged through the necessary systems to evidence volumes, performance delivery and improvements. Most jobs will be allocated by your SAL, if you pick up another job i.e. departure lounge, these must be radioed through and agreed by the on shift SAL.
• Ensure that customer self-help trolleys are correctly distributed throughout the station as required for train arrivals and departures.
• Ensure all arriving trains are met and ramps deployed where required and allotted to you.
• Support our Customer Service Team Members; this can be in any of our pre departure customer contact points.
• Load and unload all Eurostar Travel Services products.
• Assist customers with their items (Bikes, Excess luggage).
• Ensure safe delivery of these items to the customer.
• Maintain a high level of product knowledge to ensure that the customer experience is of a consistently high level.
• Conduct movement of items around the Restricted Zone as well as across the wider Eurostar Operation.
• Support the Eurostar Assistance team with provision of Eurostar assistances including, but not limited to, those with reduced mobility, the elderly, unaccompanied minors, parents with young children and those travelling with guide animals.
• Welcome and greet customers whilst creating a positive first impression of Eurostar and a memorable farewell for every customer.
• Look after our vulnerable customers and make special efforts to facilitate their experience.
• Work with plant machinery including the driving of luggage trucks from the Travel Services department to the platforms (full training given).
• X-ray all goods entering the Eurostar Travel Services Restricted Zone (full training given).

You'll need ...

• Proven customer facing experience and excellent customer service skills
• Someone who embraces change. This area is evolving over the coming months.
• Professionalism and ability to maintain top level performance in a high-pressure environment.
• Strong communication skills
• Proficient on a variety of work-based platforms, word, excel, Voyager and Teams etc

Desirable but not essential:

• French and/or Dutch language skill
• Experience of driving plant machinery (N20s)

Benefits

• A starting salary of £30,392,36
• Travel benefits for work and play
• A great pension
• Exclusive discounts and perks

If you feel like your skills and experience are relevant for the role, please don't hesitate to apply!

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 reassignment, religion or belief, marital status, or pregnancy and maternity.