The role of a Customer Service Assistant (CSA) at London North Eastern Railway (LNER) is at the heart of delivering world-class customer experiences. Whether it’s welcoming passengers, helping with luggage, providing accurate travel information, or handling unexpected situations with professionalism and care, CSAs are the friendly face of the railway. This is a high-responsibility role that demands strong communication, empathy, patience, and a problem-solving mindset.
According to job listings and employee reports, the average salary for a Customer Service Assistant at LNER in 2025 ranges between £23,000 to £28,000 per year, depending on experience and location, with added benefits like travel discounts, pension schemes, and performance bonuses.
To help you prepare for your interview and stand out from other candidates, here are 20 frequently asked LNER CSA interview questions along with sample answers that reflect what LNER hiring managers are looking for.
1. Tell us about yourself.
I’m a people-oriented individual with over three years of experience in customer service. I enjoy helping others, staying organized under pressure, and creating positive travel experiences. I’m excited about the opportunity to work with LNER because of its reputation for customer excellence and innovation in rail travel.
2. Why do you want to work for LNER?
I admire LNER’s commitment to providing exceptional service across its network. The company’s values of safety, inclusion, and innovation resonate with me. I want to be part of a team that values passengers and contributes to memorable journeys.
3. What does good customer service mean to you?
Good customer service means meeting and exceeding customer expectations. It involves active listening, empathy, and a genuine willingness to help. For me, it’s about turning a potentially stressful moment into a smooth and pleasant experience.
4. How would you handle an angry or frustrated passenger?
I would stay calm, listen attentively, and show empathy. I’d acknowledge their frustration, reassure them, and do everything I could to resolve the issue or escalate it appropriately. Remaining professional is key.
5. Describe a time when you went above and beyond for a customer.
At my previous job in retail, a customer lost their wallet. I helped track it down, kept them updated, and even arranged for it to be delivered. They later wrote a thank-you letter, which was very rewarding.
6. How do you handle pressure, especially during peak travel times?
I stay focused, prioritize tasks, and communicate clearly with both customers and colleagues. I remind myself that keeping calm helps others stay calm too.
7. What do you know about LNER’s customer service values?
LNER prioritizes safety, punctuality, respect, and inclusivity. They aim to create a premium experience for every passenger, and staff are encouraged to go the extra mile to deliver those values daily.
8. How would you assist someone with reduced mobility?
I would approach respectfully, ask how I could help, and ensure they feel safe and comfortable. I’d also follow LNER’s accessibility protocols and, if needed, coordinate with colleagues for ramp or seating arrangements.
9. Have you ever had to work as part of a team to solve a problem?
Yes. In my last role, we had a major system outage. I worked closely with colleagues to keep customers informed manually, offered alternative solutions, and kept queues moving until systems were restored.
10. How would you deal with a ticketing dispute?
I’d listen to the customer’s concern, check all the facts and ticketing policies, and explain the rules clearly but politely. If the issue couldn’t be resolved on the spot, I’d escalate it through the proper channel.
11. What shifts are you available to work?
I’m flexible and willing to work early mornings, late nights, weekends, and holidays, as I understand transport services operate round-the-clock.
12. What would you do if you saw a safety issue on the platform?
I’d immediately report it according to safety protocols and ensure that customers are kept away from any danger until it is resolved.
13. How do you stay motivated during repetitive tasks?
I remind myself that every passenger interaction matters, even if the task is routine. Staying positive and remembering the impact I have helps keep me motivated.
14. How would you describe your communication style?
Clear, respectful, and adaptive. I adjust my tone and language based on the situation and who I’m speaking to, always ensuring the message is understood.
15. What’s your greatest strength?
Empathy. I genuinely care about people, which allows me to connect with passengers and provide service that feels personal and attentive.
16. What’s your greatest weakness?
I sometimes focus too much on getting everything perfect. However, I’m learning to balance quality with efficiency, especially in fast-paced environments.
17. How do you handle feedback from supervisors?
I welcome feedback because it helps me grow. I reflect on it, ask for clarification if needed, and use it to improve my performance.
18. Describe a time you had to multitask.
During a promotional event at work, I had to assist customers, manage stock, and keep displays tidy all at once. I stayed organized by setting priorities and using checklists.
19. How would you respond if a passenger asked for information you didn’t know?
I’d be honest, let them know I don’t have the answer, but assure them I’d find out or direct them to someone who does. It’s important to follow through and get back to them.
20. Why should we hire you?
Because I’m reliable, passionate about customer service, and eager to represent LNER’s values. I’m confident I’d contribute to positive customer experiences and team success.
Final Interview Tips for Success
Research LNER thoroughly – Understand their services, routes, values, and recent news.
Practice STAR technique – Situation, Task, Action, Result – great for competency-based questions.
Dress professionally and arrive early – Punctuality and presentation matter in transport roles.
Smile and stay positive – Customer service is all about attitude, and your energy matters.
Ask insightful questions – Show you’re genuinely interested in the role and team culture.
You’ve Got This!
Interviewing can be nerve-wracking, but every step you take in preparing brings you closer to your goal. The LNER Customer Service Assistant role is a rewarding opportunity to make a difference in people’s journeys—literally. Go in confident, be yourself, and remember: they’re looking for someone just like you.
Good luck, and we hope to see you on the platform soon—wearing that LNER uniform with pride!
