Passenger Service Agent

DO YOU HAVE A PASSION FOR DELIVERING EXCELLENT CUSTOMER SERVICE IN A HIGH PRESSURED ENVIRONMENT UNDERPINNED BY A STRONG SAFETY CULTURE?

KeolisAmey Docklands (KAD) is an award-winning Light Rail Operator, proud to operate the Docklands Light Railway (DLR), which serves a vibrant community at the heart of the East End of London. We pride ourselves, not just in our outstanding safety and performance records, but in our hunger to deliver an amazing customer experience.

About the role:

As a PSA you will play an important role in looking after the wellbeing and comfort of our passengers. Whilst operating the train to schedule in a safe and efficient manner, you will also represent the DLR in every aspect of its operations, taking care of customer needs and delivering exceptional customer experience. You will be required to use conflict management skills to manage incidents including intoxicated, or ill passengers & fare evaders, these can often escalate into volatile situations or potential conflict. You will need to be able to deal with equipment failure, service disruption and potentially major customer accidents and injuries.

The initial training course will consist of 16 weeks of training, followed by 1 week of shadowing an existing PSA. The initial training will be followed by up to 10 additional training days during the first year of employment. During initial training a trainee salary is paid until you are able to fully carry out the role.

This role is a shift based which includes early, daytime and lates shifts, weekend and bank holiday working.

Shift Rotations:

• PSAs work shifts on a rotation basis, typically 4 days on, 2 days off, including weekends and bank holidays.
• PSA Shift range start from 04:30 through to end of service around 02:00.

About you:

If you are the right candidate for us then you will have the ability to:

• promote a culture of SAFETY within your day-to-day tasks.
• provide proactive and professional CUSTOMER SERVICE, with a keen interest in helping others.
• MULTI TASK and PRIORITISE your workload.
• be POSITIVE, ADAPTABLE and have high levels of personal RESILENCE to be successful within the role.

Due to the safety-critical and customer-facing nature of this role, a strong record of reliability, punctuality, and regular attendance is essential. Reasonable adjustments will be considered where required.

Essential qualifications

• GCSE Grade 4-9 (or equivalent) specifically in MATHS and ENGLISH are essential.

Any equivalent qualification must be in MATHS and ENGLISH – for example an equivalent cannot be an A Level, Degree or BTEC unless they are specifically in MATHS and ENGLISH. Please note: You will be required to provide a copy of your qualifications as part of your induction.

• As part of the role, you will be enrolled on a Level 3 Customer Service Practitioner apprenticeship during your first 12 months. This structured programme is designed to develop your customer service skills and build your confidence whilst growing within the role. All apprenticeship-related learning and training will be completed within your contracted working hours.

If you fall into any of the below categories, you will not be eligible for the apprenticeship:

Residency/Visa Status

• You hold Student or Graduate visa only, with no later eligible status and 3 years’ UK residence (unless using a family/principal route).
• You have less than 3 years’ UK residence before the apprenticeship start date, with no exempt status.
• You have spent the last 3 years in the UK mainly for full-time education.
• You have no Settled or Pre-Settled Status under the EU Settlement Scheme (EEA/Swiss nationals).
• Unable to provide required immigration or residency evidence. (passport, UKVI share code, BRP, visa, or proof of residency).

Prior Qualifications

• If you have already completed a Level 2 or Level 3 in a Customer Service apprenticeship.
• Anything else would be reviewed on application, case by case to determine prior knowledge & experience

Please do not apply if you have applied for this role within the past 12 months.

RECRUITMENT STAGES

STAGE 1 Application Sifting

STAGE 2 Online Assessment

STAGE 3 Onsite Scenario Assessment Day

STAGE 4 Interview Day

Due to the high volume of applications we receive, we are unable to provide individual updates or feedback during the recruitment process. We will contact you as soon as possible regarding the status of your application.

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Expected Start Date: January 2027 (any offer of employment will be subject to successful BPSS clearance and completion of pre-employment medical checks). Please note that the role includes a mandatory 16-week training programme from your start date. To ensure full attendance, we ask that you do not book any holidays or extended leave during this period.

Benefits

As part of the Transport for London family, we offer:

• Free travel on the TfL network for you and a nominated partner/family member.
• 75% discount on National Rail Season Tickets.
• Defined Contribution Pension Scheme with up to 10% employer contribution.
• Interest-free season ticket loan.
• Salary Sacrifice EV Car Leasing and Cycle 2 Work Schemes eligible after probation.
• Doctor Care Anywhere healthcare access.
• Perkbox discounts and rewards.

Equal Opportunities

KeolisAmey Docklands recognises and actively promotes the benefits of a diverse workforce and is committed to treating all employees with dignity and respect regardless of race, gender, disability, age, sexual orientation, religion or belief. We therefore welcome applications from all sections of the community.

Please note: If you are successful and offered the role, you will be required to undergo a Baseline Personnel Security Standard (BPSS) which must be deemed satisfactory by the company. This will include a Disclosure and Barring Service (DBS) check, verification of your home address, employment reference checks covering the last three years and your right to work in the UK.

Closing Date: 21st September 2026 (We may close the advert earlier once we reach a sufficient level of applications).