Booking Office & Customer Service Manager

North Yorkshire Moors Railway; Pickering; On-site; GBP 26,000 - 29,000; Full time

Job summary

A leading heritage railway provider is seeking a Booking Office & Customer Services Manager based at Pickering Station. The role involves managing customer service operations, training staff, and ensuring high-quality visitor support. Candidates should have experience in customer service and management. This full-time position offers a salary of £26,500 - £28,500 based on experience, along with various employee benefits including free travel and discounts.

Benefits

Free membership of Employee Assistance Programme

Annual holiday exceeding statutory minimum

Company sick pay policy after 1 year

12 complimentary tickets per year

Spouse Travel Pass

Free Travel on NYMR services

Discounts in Catering and Retail Outlets

Free membership of the North Yorkshire Moors Railway Trust

Rail Staff Leisure Card eligibility

Heritage Railway Association's Privilege Pass eligibility

Qualifications

• Experience in a busy customer-facing role.
• Ability to manage and train staff.
• Knowledge of booking systems and customer service procedures.

Responsibilities

• Manage the Customer Service Team and Booking Office Clerks.
• Provide training for staff and volunteers.
• Handle customer complaints and group bookings.

Skills

Customer service

Management

Training

Job description

Booking Office & Customer Services Manager

Based at Pickering Station but will be required to travel along the heritage line.

£26,500 - £28,500 (Salary dependent on experience)

Permanent Post – 36.5 hours

Do you have experience working in a busy customer facing role? Do you enjoy working with people? We need a people focussed manager who will be visible along the railway line, providing support for our Visitors, Staff and Volunteers.

Yes... Then this could be the job for you!

We are currently recruiting for a Booking Office & Customer Service Manager, who can manage and provide excellent customer service across the North Yorkshire Moors Railway. As part of this role you will ensure our Customer Service Team, Booking Office Clerks and Welcome Hosts have relevant training and are knowledgeable with up to date ticket information, gift aid and relevant passenger information. Additionally, you will act as a point of contact regarding our booking system/EPOS, provide regular training (Customer Service, Accessibility, Gift Aid etc) for Staff and Volunteers. Other responsibilities will include general admin, producing reports, managing group & charter bookings, rostering, providing cover where needed, customer complaints and liaising with relevant managers.

A comprehensive Job Profile is attached with further details of the role.

Benefits

• Free membership of “Health Assured” Employee Assistance Programme (EAP)
• Annual Holiday that exceeds the Statutory minimum and an additional 5 days accrued in line with years of service.
• Company sick pay policy available after 1 years' service.
• 12 complimentary tickets per year between 1st March & 28th February.
• Spouse Travel Pass (£5 per year).
• Free Travel on NYMR services.
• 30% Discount in our Catering Outlets.
• 10% Discount in our Retail Outlets
• Can claim free membership of the North Yorkshire Moors Railway Trust.
• can apply for a Rail Staff Leisure Card on the National Rail Network, giving you up to a 75% discount on some fares.
• Can apply for a Heritage Railway Association's Privilege Pass
  
  

The salary is from £26,500 - £28,500 dependent upon experience and will be based upon working 36.5 hours per week, working 5/7 days. You will be required to work weekends and Bank Holidays.

If you would like any further information please e-mail Kathryn Watson, Head of Commercial [e-mail]

TO APPLY: Please read the Job Profile before completing the application form and then send it to [e-mail] before the advertised closing date.

Closing date: 22nd August 2025. Applications may close before the deadline, so please apply early to avoid disappointment.

Published: 4th April, 2023

Updated: 8th August, 2025

Author: Peter Fisher

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