NEL Customer Service Officer

Job Detail

Provide advice and assistance to passengers in response to enquires (for example journey routes and times, fare and ticketing issues, travel on other modes of transport & travel directions and use of travel interchanges) Assist passengers with special needs in boarding/ alighting the trains safely Observe and take appropriate action against any failure of equipment and irregularities whilst at stations, including requesting assistance from other railway staff Ensure that all passengers comply with the Rapid Transit Systems (RTS) Regulations Communicate with OCC and passengers as necessary via train communications equipment Monitor the performance of the train whilst travelling and take appropriate action against any irregularities, including requesting assistance from other railway staff Deal with train defects in the most safe, effective and efficient manner in accordance with the relevant working manuals and procedures Maintain validity of track access qualification and comply with competency assessment Drive the Passenger Trains Deal with incidents such as Passenger Emergency Communication device being activated, fire on train, detrainment, etc., in the most safe, effective and efficient manner in accordance with the relevant working manuals and procedures Perform the duties of Emergency Train Operator in the most safe, effective and efficient manner in accordance with the relevant working manuals and procedures Perform other duties as directed by his/ her superiors