Customer Service Assistant (17.5hrs) Edinburgh Waverley

Station Gateline Assistant - A Rewarding Career in Rail Travel

Location: Edinburgh Waverly (Must be within a 45-minute travel distance)

Salary: 13,365 per annum + 3% commission

Contract: Permanent, Part-Time (17.5 hrs per week)

Hours: Various shifts and weekend working

Due to the shift patterns required, applicants must have a reliable means of travelling to and from the station for early morning and late evening shifts.

Looking for a role where you can thrive, grow, and make a difference?

Join a leading organisation in the rail industry as a Station Gateline Assistant, where your passion for service can shine in a dynamic, people-first environment. This is more than a job - it's an opportunity to engage, connect, and build a fulfilling career with an employer that values diversity, teamwork, and professional development.

What You'll Be Doing:

Provide customer information and assistance, including support for wheelchair users.

Issue tickets in line with excess fares procedures using the relevant ticket-issuing equipment.

Check tickets and supporting documents.

Ensure the safe operation of the automatic gateline, including identifying safety hazards and opening gates when necessary.

Maintain a safe environment around the gateline by cordoning off hazards and addressing minor spills.

Operate the wide-aisle gate and ensure that the number of gates set for passenger flows in each direction is appropriate.

Assist with customer direction and queue management to maintain smooth movement through the gateline area.

Carry out queue-busting duties as required.

Monitor queue lengths against pre-set limits and determine when to open all gates to improve flow rates.

Empty ticket hoppers, dispose of collected tickets, and clean gates and associated equipment.

Who We're Looking For:

We welcome applicants who:

Have a warm, engaging approach and love connecting with others.

Excel in communication -building trust and rapport with passengers.

Thrive in a supportive team culture while being confident working independently.

Have the ability to manage ramps (training provided).

Are motivated to learn and develop in a rewarding role.

Why Join Us? Because We Invest in You.

Working for a leading rail industry organisation comes with fantastic benefits designed to support work-life balance and career progression:

Contributory Final Salary Pension Scheme - ensuring long-term financial security.

Free & discounted rail travel - helping you and your family stay connected.

Generous holiday allowance - so you have time for yourself and your loved ones.

Enhanced family leave policies - including maternity, paternity, and adoption leave.

Life insurance cover - equivalent to 4x your annual salary.

Exclusive discounts on shopping, fitness, and healthcare plans.

Commitment to Diversity & Inclusion

This organisation is dedicated to fostering a workplace where everyone feels valued, supported, and empowered. As a Top Employer and Leader in Diversity , we actively encourage applications from women, men, young people, LGBT+ individuals, people with disabilities, and those from ethnically diverse backgrounds.

Ready to embark on a career where your skills, passion, and individuality are celebrated? Apply today!

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