If you’re preparing to become a Customer Service Assistant for Southern Rail, you’re stepping into a vital role within the UK transport system. As the face of the railway, your duties include assisting passengers with enquiries, issuing tickets, handling complaints, ensuring station safety, and providing real-time information on train schedules and delays. Your role is central to passenger satisfaction and operational smoothness.
As of 2025, the average salary for a Southern Rail Customer Service Assistant ranges from £22,000 to £26,000 per year, depending on experience, location, and shift patterns. Employees may also receive bonuses, travel perks, pension contributions, and overtime opportunities.
To help you get prepared, here are 20 interview questions you might be asked, along with effective sample answers and tips for crafting your own responses.
1. Why do you want to work as a Customer Service Assistant for Southern Rail?
Sample Answer:
I have a genuine interest in customer service and public transport. Southern Rail plays a critical role in connecting communities, and I want to be part of a team that prioritises customer satisfaction. I’m confident my people skills and ability to stay calm under pressure will be valuable in this role.
2. What do you know about Southern Rail?
Sample Answer:
Southern Rail is part of the Govia Thameslink Railway and serves key routes between London, the South Coast, and surrounding areas. It is committed to safety, punctuality, and high-quality service, and I appreciate its investments in sustainable transport and digital ticketing systems.
3. How would you handle a frustrated or angry passenger?
Sample Answer:
I would stay calm, listen actively, and empathise with their situation. I’d offer clear information or solutions where possible, and if necessary, escalate to a supervisor. The key is not taking it personally and staying professional.
4. How do you stay organised during busy hours or delays?
Sample Answer:
I prioritise tasks, use checklists when needed, and communicate clearly with colleagues. Staying updated with live information and planning ahead helps me manage time efficiently, especially during disruptions.
5. Describe a time you went above and beyond for a customer.
Sample Answer:
At my previous retail job, an elderly customer was confused about a product return. I patiently guided her through the process, offered a comfortable place to sit, and ensured her refund was processed smoothly. She left a positive review about the help she received.
6. How do you handle working early mornings, late nights, weekends, or bank holidays?
Sample Answer:
I understand the rail industry demands flexibility. I am fully prepared to work unsociable hours as needed and I manage my time and rest schedule to remain alert and professional on duty.
7. What would you do if a colleague wasn’t following safety protocols?
Sample Answer:
Safety is everyone’s responsibility. I’d first try to remind them discreetly. If the issue continued or posed risk, I would report it to the line manager following the correct procedures.
8. How would you help someone with accessibility needs?
Sample Answer:
I’d approach with respect, ask how I can assist, and ensure I understand any specific requirements. Whether that means helping someone onto a train, arranging a ramp, or guiding someone visually impaired, I’d offer practical support in line with Southern Rail’s accessibility standards.
9. What does good customer service mean to you?
Sample Answer:
Good customer service means being approachable, responsive, and solution-oriented. It’s about making customers feel valued, safe, and informed during their journey.
10. How do you manage stress during peak times or emergencies?
Sample Answer:
I stay calm by focusing on what I can control, prioritising communication and customer safety. Deep breathing and clear procedures help me stay focused even under pressure.
11. How would you sell a ticket if a machine was out of order?
Sample Answer:
I’d use the manual ticketing system, or direct the customer to the nearest available method. If systems were down, I’d provide a permit to travel or document the issue according to Southern Rail’s guidelines.
12. What would you do if you noticed suspicious activity or an unattended item?
Sample Answer:
I’d follow security protocol immediately—reporting to the control centre and keeping a safe distance. I’d calmly alert passengers nearby and ensure the situation is managed without causing panic.
13. Why should we hire you for this role?
Sample Answer:
I bring strong communication skills, attention to detail, and a proactive attitude. My background in customer-facing roles and passion for transport make me a perfect fit for Southern Rail’s values and expectations.
14. What would you do if two trains were delayed and passengers became anxious?
Sample Answer:
I’d clearly communicate updates, expected wait times, and alternative options if available. Reassurance and transparency help calm passenger frustration.
15. Tell us about a time you worked as part of a team.
Sample Answer:
While working in hospitality, I collaborated with kitchen staff and front-of-house to handle a busy evening shift. We maintained great service by communicating constantly and supporting each other’s roles.
16. What steps would you take if a child was found alone on the platform?
Sample Answer:
I’d engage the child gently, keep them safe, and alert my supervisor and security immediately. I’d follow child protection protocols and never leave them alone until help arrives.
17. How do you keep yourself motivated in repetitive or routine tasks?
Sample Answer:
I stay focused on the positive impact I’m having. Knowing I’m helping people get where they need to go safely and happily gives me pride, even in routine tasks.
18. What would you do if a ticket machine gave a wrong fare?
Sample Answer:
I’d investigate the issue, apologise to the customer, and issue the correct fare. I would also log the fault and alert technical support to prevent recurrence.
19. Can you give an example of following rules or procedures under pressure?
Sample Answer:
During a fire drill at my previous job, I followed all evacuation steps calmly, ensured customers exited safely, and reported to the assembly point leader—despite the confusion and urgency of the situation.
20. Where do you see yourself in five years?
Sample Answer:
I hope to grow within Southern Rail, possibly moving into a supervisory or training role. I’m interested in long-term development and learning more about the rail industry.
Final Tips: How to Succeed in Your Southern Rail Interview
Dress smartly and arrive at least 10 minutes early.
Bring a copy of your CV and any relevant documents.
Smile, make eye contact, and show enthusiasm.
Use the STAR technique (Situation, Task, Action, Result) for behavioural questions.
Research Southern Rail’s values and services ahead of time.
Always link your answers to how you add value to the customer experience.
Remember: Interviews are your chance to shine—be honest, stay calm, and don’t be afraid to take a moment before answering a question. You’ve got this!
