Network Rail - Customer Service Assistant - Interview Assistance

[BenW390Fan]

Hi,

I've been offered an in person interview for a Customer Service Assistant role at a NR managed station. The email says that a group exercise and an interview can be expected. The interview I can kind of prepare for but the group exercise really throws me off as I've never really done anything like that. It says they can ask questions like 'if you were all stranded on island, what would you do', kinda thing. I can prepare for the standard interview questions but I'm worried about the group exercise and any other questions they might put in there.

I'm quite nervous as I really would like this job. If anybody has any tips, experience or anything then it would really be appreciated.

Thanks, Ben.

== Doublepost prevention - post automatically merged: 20 Jul 2026 ==

Just bumping the thread in the hopes someone is able to help

== Doublepost prevention - post automatically merged: 22 Jul 2026 ==

Trying to bump the thread again in hopes of any tips, but the forum doesn't let me - I'm particularly nervous as I'm really not great with group interviews, but any help would be really appreciated

 

[Manda2194]

I’m a signaller at network rail rather than customer service but I imagine the core principles are always going to be the same. Focus on safety and customer service. So if you are all stranded on an island I would be thinking how to make everyone safe and build good relationships with people. The group style will be strange but stick to the theme of safety and you will be on the right path. Just being encouraging as well with your colleagues should help and saying things like well done or I agree. Network rail is massive on teamwork too

 

[BenW390Fan]

I’m a signaller at network rail rather than customer service but I imagine the core principles are always going to be the same. Focus on safety and customer service. So if you are all stranded on an island I would be thinking how to make everyone safe and build good relationships with people. The group style will be strange but stick to the theme of safety and you will be on the right path. Just being encouraging as well with your colleagues should help and saying things like well done or I agree. Network rail is massive on teamwork too

Thank you very much for that. Yeah, I've practiced some questions for the 1 - 1 about customer service, safety, and the usual interview questions just so that I can think of some main bullet points to get across, and some previous situations that I've been involved in that might be relevant (STAR technique). Funnily enough I was in a similar role for another TOC so the majority of my experience is from that. Obviously I don't know exactly what questions they'll ask so I can only practice so much. Like you say, I'm not used to the group style but I'll try and speak up and as you say offer encouragement whilst trying to get my own points in. If I am able to get some words in, I'll try and incorporate the team, maybe bouncing back off each other and whatnot. I'm probably overthinking a lot of it, but hopefully it'll work out.

I really appreciate the advice, thank you.

 

[Manda2194]

Thank you very much for that. Yeah, I've practiced some questions for the 1 - 1 about customer service, safety, and the usual interview questions just so that I can think of some main bullet points to get across, and some previous situations that I've been involved in that might be relevant (STAR technique). Funnily enough I was in a similar role for another TOC so the majority of my experience is from that. Obviously I don't know exactly what questions they'll ask so I can only practice so much. Like you say, I'm not used to the group style but I'll try and speak up and as you say offer encouragement whilst trying to get my own points in. If I am able to get some words in, I'll try and incorporate the team, maybe bouncing back off each other and whatnot. I'm probably overthinking a lot of it, but hopefully it'll work out.

I really appreciate the advice, thank you.

I think you are right path mate and I wish you the best. Only other thing I can think of is the network rail slogans. Take 5 for safety. Everyone home safe everyday. Just a few company principles they love. Beauty of network rail is once you are in there are so many opportunities for progression.

Just to add as well I think these assessment days are more about are you a decent lad easy to work with rather than technical knowledge. Especially customer service as you will deal with a lot of difficult people

== Doublepost prevention - post automatically merged: 26 Jul 2026 ==

Thank you very much for that. Yeah, I've practiced some questions for the 1 - 1 about customer service, safety, and the usual interview questions just so that I can think of some main bullet points to get across, and some previous situations that I've been involved in that might be relevant (STAR technique). Funnily enough I was in a similar role for another TOC so the majority of my experience is from that. Obviously I don't know exactly what questions they'll ask so I can only practice so much. Like you say, I'm not used to the group style but I'll try and speak up and as you say offer encouragement whilst trying to get my own points in. If I am able to get some words in, I'll try and incorporate the team, maybe bouncing back off each other and whatnot. I'm probably overthinking a lot of it, but hopefully it'll work out.

I really appreciate the advice, thank you.

Just another thought as well there’s usually a diversity and inclusion question for network rail. The last one I had was tell me a time when you worked with someone different from you

 

[BenW390Fan]

I think you are right path mate and I wish you the best. Only other thing I can think of is the network rail slogans. Take 5 for safety. Everyone home safe everyday. Just a few company principles they love. Beauty of network rail is once you are in there are so many opportunities for progression.

Just to add as well I think these assessment days are more about are you a decent lad easy to work with rather than technical knowledge. Especially customer service as you will deal with a lot of difficult people

== Doublepost prevention - post automatically merged: 26 Jul 2026 ==


Just another thought as well there’s usually a diversity and inclusion question for network rail. The last one I had was tell me a time when you worked with someone different from you

Yeah, I've tried to focus on their safety goals and motto, so I've tried to incorporate those into my practice answers and it's given me something bounce off from. I like to think I'm easy to work with and generally a positive person, but it's hard to show that character when I'm so nervous about it. I hadn't thought about the diversity question, so thank you for that

Thank you for taking the time for this, I really appreciate it.

 

[Manda2194]

Yeah, I've tried to focus on their safety goals and motto, so I've tried to incorporate those into my practice answers and it's given me something bounce off from. I like to think I'm easy to work with and generally a positive person, but it's hard to show that character when I'm so nervous about it. I hadn't thought about the diversity question, so thank you for that

Thank you for taking the time for this, I really appreciate it.

Yeah, I've tried to focus on their safety goals and motto, so I've tried to incorporate those into my practice answers and it's given me something bounce off from. I like to think I'm easy to work with and generally a positive person, but it's hard to show that character when I'm so nervous about it. I hadn't thought about the diversity question, so thank you for that

Thank you for taking the time for this, I really appreciate it.

Sent you a PM mate

 

[BenW390Fan]

Hi all, I should probably post a little update just in case anyone was wondering.

I got the job! The interview wasn't what I expected it to be. There was a scenario based group exercise as expected, however the interview itself was a lot more relaxed. The questions were based more around the role and myself and how I'd deal with certain things, rather than the standard interview questions that people expect.

The only downside is it is a 6 month contract, however hopefully I'm able to extend it somehow or progress internally in the company.

I'd like to thank @Manda2194 for all the reassurance throughout the process, he's been a huge help and I'm extremely grateful.