Passenger Assistance Clerk

Northern; Bolton; On-site; CAD 34,000 - 45,000; Full time

Benefits offered by this job

Free Travel

Pension Scheme

Family Benefits

Cycle to Work

Electric Car Scheme

Discounts

Employee Assistance Programme

Training & Career Development

Recognition

Job summary

Northern is seeking a Passenger Assistance Clerk at Bolton station to help passengers with boarding and travel through the station. The role is a 6 Month FTC and full-time, offering the chance to support customers on a busy transportation hub.

You will provide friendly, patient service, assist mobility-impaired passengers, respond to queries, and work with staff to ensure safe journeys. Northern offers competitive benefits and a commitment to inclusion.

Qualifications

• Strong communication and empathy for diverse passengers.
• Ability to stay calm under pressure.
• Willingness to work weekends and evenings.

Responsibilities

• Assist passengers with boarding, alighting and navigation through the station.
• Provide guidance and ensure safety for passengers, especially those with mobility needs.
• Deliver excellent customer service with a friendly, patient approach.
• Respond to passenger queries and concerns professionally.
• Be familiar with station layout to provide clear directions.
• Ensure station facilities are accessible to all passengers.
• Handle disruptions calmly and work with station staff to resolve issues.

Skills

Communication

Empathy

Patience

Quick Thinking

Flexible Schedule

Job description

Job Title: Passenger Assistance Clerk - 6 Month FTC

BUSINESS FUNCTION: Customer & Commercial - Stations

SALARY: £21,041

Grade ROLE TYPE: RO2

LOCATION: Bolton

HOURS: Full Time - FTC

Join Our Team as a Passenger Assistance Clerk

We are looking for enthusiastic and compassionate Passenger Assistance Clerk to join our team at Bolton station! If you're someone who loves helping people and ensuring a smooth and comfortable travel experience, this role is perfect for you!

About the Role

As a Passenger Assistance Clerk, you will play a key role in assisting passengers who need help with boarding, alighting, and traveling through our stations. Your role is to ensure that all passengers, including those with mobility challenges, have a safe and positive journey experience.

What You’ll Be Doing

• Passenger Support : Assist passengers who need extra help with their journey, whether it’s boarding, alighting, or traveling through the station
• Provide guidance and ensure the safety of passengers, especially those with mobility needs or special requirements
• Excellent Customer Service: Deliver exceptional customer service, always with a friendly and patient approach
• Respond to passengers' queries and concerns with care and professionalism
• Station Awareness: Be familiar with the layout of the station and surrounding areas to offer clear directions and assistance
• Ensure that station facilities are accessible to all passengers
• Problem Solving: Handle any disruptions or challenges quickly, calmly, and effectively
• Work closely with station staff to resolve any issues as they arise

About You

• Great Communication Skills You'll need to communicate effectively with passengers, colleagues, and other stakeholders
• Empathy & Patience A passion for helping others and providing excellent customer service in a variety of situations
• Quick Thinker The ability to stay calm under pressure and solve problems swiftly
• Flexible Availability Willingness to work shifts, including weekends and evenings, to ensure that passengers are supported at all times

What’s in it for you?

• Free Travel: Unlimited free travel for you, your partner, and your dependents on Northern services. Plus up to 75% discount on other networks in the UK and Europe.
• Generous Pension Scheme: We top up your contributions by 1.5 times.
• Enhanced Family Benefits: We offer 9 months of full pay for maternity leave and 2 weeks for paternity leave.
• Cycle to Work Scheme: Save up to 42% on a bike and spread the cost.
• Electric Car Scheme: Lease a brand new electric or plugin hybrid car.
• Exclusive Discounts: From shopping to wellbeing, Northern Perks has you covered.
• Employee Assistance Programme: 24/7 support for family, lifestyle, and more.
• Training and Career Development: We offer tailored training to our colleagues and opportunities to gain recognised qualifications. Plus enhanced career pathways no matter what part of the business you're in.
• Recognition: We know how important it is to show how much we appreciate our people. That's why we have our Northern Lights and Northern Sparks Awards, recognising and celebrating brilliance every day.

Why Northern?

We're more than just a train operator. We're the heartbeat of the North - connecting communities, creating opportunities, and driving sustainable growth. With 2,650 trains running daily, we're on a mission to improve rail travel and enhance the customer experience while protecting the environment. Back in 1825, the first passenger train set off in the North of England, beginning a journey that would transform travel across the world. We've recently celebrated 200 years of the modern railway and, as we reflect on that legacy, our focus is now on the future as Great British Rail takes shape. Join us at this pivotal moment in rail history and play your part in our journey.

A place for everyone

The best journeys happen when everyone feels welcome on board. At Northern, we don't just move people from A to B - we're building a team where everyone feels they belong. Our talent team can make reasonable adjustments to the process if that's something you need. We're also a Level 2 Disability Confident employer, so if you meet the minimum criteria for the role, we'll always offer an interview. We automate parts of our screening process to remove any unconscious bias and to make sure every application is treated fairly. All successful offers will be subject to a DBS check and a medical assessment. No matter your background, experience, or whether you call it a bap, barm, or cob... there's a place for you here in the railway.