Job Description


Customer Experience Assistant (0891)

  • Salary:
  • Location:
    Stations on central section (Paddington to Canary Wharf) - EC1M 6BY
  • Department:
  • Type of Position:
    Full Time Permanent
  • Closing Date:
    18 July 2024

At MTR Elizabeth Line, our Central Customer Experience Assistants will be the face of the brand new service running through the heart of London delivering the fantastic service that’s made us industry leading. As a Customer Experience Assistant (Safety Critical) you could make a real difference to the way individual Londoners and visitors experience the exciting new world that has been built beneath the capital’s busy streets.

There are a number of qualities that we look for from our Customer Experience Assistants. Above all we look for people who have a positive, enthusiastic approach, and a genuine motivation to help people - whoever they are, and whatever the situation. Alongside this you will need to be resilient and be able to remain professional at all times - even when faced with challenging situations. This role means you will need to be able to carry a number of operational and safety critical tasks whilst still interacting with customers using our service.

You don’t need to have rail experience to join us, we are more interested in what you can bring to MTR Elizabeth line. Our front line staff come from all walks of life and this is something that as a company we are very proud of.

We have a number of vacancies and will be enrolling from July 2024.

As a Customer Experience Assistant (Safety Critical) you will:

  • Be a visible, approachable presence at the front line of a busy station
  • Be able to response to asset failures and faults, including platforms screen doors, escalators and carry out train dispatch duties.
  • Answer queries, identify and anticipate the varying (and sometimes not immediately obvious) needs of individual passengers and groups
  • Provide accurate information about services, onward travel and local information, and additional help to vulnerable people and those unfamiliar with London
  • Maintain safety, security and strict operating standards at all times, learn and follow set procedures correctly, while using your initiative and common sense to make smart decisions, sometimes while under pressure
  • Operate, check and perform basic maintenance on a wide range of equipment and technology, report faults and issues
  • Work as part of a team as well as possible lone working
  • Work in subsurface station where you will also lead in events such as evacuations

To join our front line team, there are a few things you’ll need to consider:

  • You must have the right to live and work in the UK
  • After receiving your initial training you will need to pass a safety critical assessment and follow an ongoing competency framework.
  • You must be aged 18 years or over
  • You will need to pass a Safety Critical Medical including a drugs and alcohol test.
  • All applicants must be able to travel to stations along the central section Paddington to Abbey Wood for first and last service. Unfortunately there are no parking facilities so you would need to make use of public transport.

Selection Process:

Following on from an application, providing you meet the requirements you will then be invited to complete an online Customer Service Situational Judgement test and Safety Awareness Test. If successful you will then be invited to complete an online interview which will need to be recorded within a week of being invited. Those that pass this stage will then be invited to one of our virtual assessment centres.

Medicals & References

All successful candidates will be required to undertake a safety critical medical which includes a drugs and alcohol test as well as undergoing reference checks and basic criminality checks.



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