Version WD 1
October 2012
ROLE & RESPONSIBILITY STATEMENT
JOB TITLE:
SAFETY RESPONSIBILITY:
DEPARTMENT:
LOCATION:
RESPONSIBLE TO:
PURPOSE:
Customer Service Advisor
Critical to Safety
Customer Services
South Gosforth Control Centre
Customer Service Supervisor
To carry out the day-to-day activities of the role ensuring
we are achieving business standards for presentation,
quality, revenue protection and customer service.
DIMENSIONS:
REMUNERATION:
£18,424
ROLE:
1.
To provide a high level of Customer Service to all customers of Metro which includes
carrying out revenue protection, carrying out crowd control duties, providing
assistance and information to customers, assisting on bus replacement services,
reporting of faults on stations and trains.
2.
Support Northumbria Police and British Transport Police, to reduce criminal damage,
deterring anti-social behaviour and providing reassurance and assistance to all our
customers.
RESPONSIBILITIES:
The following list is typical of the duties which the post holder will be required to perform. It
is not necessarily exhaustive and other duties of a similar level may be required from time to
time.

Assist with the smooth operation of the station(s) on a day-to-day basis including the coordination of alternative transport during times of planned/unplanned disruption, liaising with
Control

Conduct security checks in accordance with DfT requirements or as directed. Report any unusual
occurrence or unsafe practice in the prescribed manner

Ensure all accidents, incidents, faults, minor repairs or any other possible safety hazards are
reported promptly in the prescribed manner and or deal with

Be flexible throughout the turns of duty to meet the needs of the customer as well as protecting
revenue

Respond courteously and effectively to all customers ensuring they are dealt with in a polite,
welcoming and professional manner
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
Assist disabled and other customers with prams, luggage etc. and with all types of train enquiries

Undertake revenue protection duties using Handheld Devices and includes issuing Penalty Fare
Notices and initiating Bye Law prosecutions

Completion of a daily Service Quality Audit ensuring facilities meet customer service standards

Day to day management of the operation of the Gate lines assisting customers who encounter
difficulties using the gates, using discretion when needed

Carry out fingertip maintenance on Automatic Ticket Gate lines including clearing ticket jams and
emptying of ticket bins

Report faults not rectified at the earliest opportunity, retain a log of faults and escalate to the
Customer Service Supervisor

Direct Customers without tickets to the nearest point of sale

Carry out crowd control procedures when required to do so

Control of visitors and contractors on station premises, including signing in, site specific safety
briefing and monitoring if no supervisor is on duty

Ensure customer information posters are displayed, available to all customers and kept up-todate

Carry out station checks at section 12 stations

Pass any lost property to the Customer Service Supervisors

Work as directed by the Customer Service Managers or Customer Service Supervisors
STATUTORY DUTIES:

Encourage the highest standards of safety and continuous improvement in
safety standards and practices

To comply with all relevant health and safety legislation
PERSON SPECIFICATION:
Essential







Good standard of numeracy and literacy
Experience of working within a face to face customer orientated environment,
ideally gained over a two year period
Excellent interpersonal and communication skills
Good organisational skills with the ability to follow instructions and achieve
results
Ability to work under pressure remaining calm and dealing with customers in a
positive manner
Be Self-motivated with a good attention to detail
Ability to work as part of a team
Desirable
 The ability to read and interpret Public Transport information, have a good
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

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understanding of timetables and a geographical knowledge of Tyne & Wear
Knowledge of Interchanges and Metro Stations
Report writing skills
Basic Health & Safety Knowledge
SPECIFIC SAFETY QUALIFICATIONS

None required for this post
HOLDER OF THIS POST MUST HAVE ACCESS TO REQUIRED SAFETY PUBLICATIONS
AND PERSONAL EQUIPMENT/PPE.
Authorised by: ______________________
Date: _____________________
Issued/Briefed to: _________________________
Date: _____________________
Briefed by: _______________________________
Date: _____________________
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