Customer Services

Most of the roles in the Customer Services team require a high level of written and spoken French and English with fluency often required in the second language.

In the Terminals
We offer each individual customer high quality, face-to-face service in the Travel Centre, Ticket Offices and at Check-in; at security screening, in the departure and business lounges and on the platforms.  Behind the scenes, we support all of these areas with e-ticketing machines, customer information systems, train preparation (cleaning, security search, preparation and loading of catering), platform control, train despatch, retail outlets and terminal facilities.  Our people work together as one team, focused on delivering what is important to our travellers, getting trains away on time, every time, providing a high quality, clean and safe environment and being available to help and give information.  At times this can be challenging, our customers, busy with their own lives and needs, can be demanding.  Bad weather can affect our operation, major sporting events can attract large numbers of travellers.  Whatever the challenge of the day, our people are there to deal with it professionally and with a smile.  

After Travel
Our International Travel Care team is based in Ashford, Kent.  The team gets involved when travellers want to contact us after their journey and during times of service disruption/recovery.  As a result the people in our International Travel Care team are highly flexible and able to carry out a varied range of tasks.  They produce personalised responses to each traveller’s query or complaints on letters and e-mails.  They deal with upset customers on the telephone and in person.  They proactively contact customers to sort out problems and they actively get involved with customers during service disruption face-to-face and in the heat of the moment.  This role is very demanding and highly rewarding. 

Behind The Scenes

The Behind the Scenes team carry out a variety of tasks which support the people who interact with our customers face-to-face.  We have a dedicated management and co-ordination team who carry out a variety of tasks.  These roles often involve providing what our customers want and providing frontline staff with the tools which they require to do their jobs.  For example, two important elements are training and development and analysing customer research.  These areas help us to be better at what we do. 

Customer Services Catering & Contracts
The Customer Services Catering & Contracts teams have a wide and crucial range of responsibilities within the Eurostar traveller experience.

From the moment that our travellers pass through check in to wait in the Business Lounge, where they may take their complementary refreshments, recharge their mobile phones, check e-mail, perhaps pick up a newspaper, or just relax for a few minutes, to seating at their seat on board the train and being served a five course meal by one of our stewards or stewardesses, to their arrival at their destination to met by one of our dedicated Eurostar chauffeurs, every step of the process, from the selection of snacks in the Business Lounge, to the uniform that the On Board staff wear, is carefully designed and managed from within the Customer Services team.

We pride ourselves on the quality of service that we provide, and our staff have a well deserved reputation for quality, and an ability to adapt to the most difficult and unforeseen operational circumstances.

Working in conjunction with our chosen Eurostar Customer Service partners*, we are constantly seeking to improve ever aspect of our traveller’s journey. For example, our On Board service partner, Momentum Services Limited, work constantly on our behalf to source new and innovative food proposals in the UK, France, and Belgium. We take pride in our showcasing of local specialities prepared to exacting standards, ensuring the consistency and quality that we, and our travellers expect.

Moving forward, we are taking the first steps on our exciting journey to the new Eurostar home at St Pancras International station, where our challenge is to adapt to our new working environment in such a way that our travellers will enjoy the same seamless journey experience.

If you are looking for a challenging, constantly evolving role working with a team of dedicated professionals, helping to manage vital internal and external customers, then maybe this is the challenge that you are looking for!



Read more about what it's like to work in Customer Services