Customer Platform Assistant - 6 Month FTC

Northern Trains Limited; Manchester; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Free Travel

Generous Pension Scheme

9 months of full pay for maternity

Cycle to Work Scheme

Electric Car Scheme

Exclusive Discounts

Employee Assistance Programme

Training and Career Development

Northern Lights/Sparks Awards

Job summary

Northern Trains Limited is seeking a Customer Platform Assistant for Manchester Victoria to deliver excellent service and help maintain station standards. You will support daily operations, assist passengers, and collaborate with station staff to ensure safe, smooth travel experiences.

The role requires flexibility, including weekends and evenings, and a focus on clear communication, customer care, and operational safety. Join a team shaping the passenger experience across busy stations.

Qualifications

• The ability to communicate clearly and effectively.
• You’ll need to communicate effectively with passengers, colleagues, and other stakeholders.
• A passion for helping others and providing excellent customer service in a variety of situations.
• The ability to stay calm under pressure and solve problems swiftly.
• A strong sense of responsibility and attention to detail.
• Willingness to follow procedures and work as part of a team.

Responsibilities

• Deliver outstanding customer service and provide clear, helpful travel information.
• Maintaining high standards of cleanliness and presentation across station areas.
• Supporting fire evacuation and emergency procedures when required.
• Ensuring promotional materials and passenger information are up to date and available.
• Keeping your work area safe, tidy, and compliant with regulations.
• Assist passengers who need extra help with their journey, including mobility needs.

Skills

Clear communication

Customer service

Teamwork

Problem solving

Calm under pressure

Job description

JobTitle: Customer Platform Assistant

BUSINESSFUNCTION: Customer & Commercial - Stations

Grade: RO2

LOCATION:Manchester Victoria

HOURS:Full Time - 6 Month FTC

Are you passionate about customer service and creating asafe, welcoming environment? Do you take pride in keeping things runningsmoothly behind the scenes? If so, we’d love to hear from you.

We’re looking for a motivated CustomerPlatform Assistant tojoin our team at Manchester VictoriaStation. You’ll play a key part indelivering excellent customer service, maintaining station presentationstandards, and supporting the safe day‑to‑day operation of the station.

Reporting to the Station Manager, you’llbe a visible, approachable presence on the station, helping customers andsupporting colleagues to keep everything running efficiently and safely.

Willingnessto work shifts, including weekends and evenings, to ensure that passengersare supported at all times.

What you’ll be doing

• Deliveringoutstanding customer service and providing clear, helpful travelinformation
• Maintaininghigh standards of cleanliness and presentation across station areas
• Supportingfire evacuation and emergency procedures when required
• Ensuringpromotional materials and passenger information are up to date andavailable
• Keepingyour work area safe, tidy, and compliant with regulations
• Assistingwith bus coordination as needed
• Workingsafely at all times in line with rules, regulations, and safety notices
• Assistpassengers who need extra help with their journey, whether it’s boarding,alighting, or traveling through the station
• Provideguidance and ensure the safety of passengers, especially those withmobility needs or special requirements
• Deliverexceptional customer service, always with a friendly and patient approach
• Respondto passengers' queries and concerns with care and professionalism
• Befamiliar with the layout of the station and surrounding areas to offerclear directions and assistance
• Ensurethat station facilities are accessible to all passengers
• Handleany disruptions or challenges quickly, calmly, and effectively
• Workclosely with station staff to resolve any issues as they arise

About you

• Theability to communicate clearly and effectively
• You’llneed to communicate effectively with passengers, colleagues, and otherstakeholders
• Apassion for helping others and providing excellent customer service in avariety of situations
• Theability to stay calm under pressure and solve problems swiftly
• Astrong sense of responsibility and attention to detail
• Willingnessto follow procedures and work as part of a team

What’s in it for you?

AtNorthern, we don’t just value our people - we go the extra mile to supportthem. Here’s a taste of what you can look forward to:

Free Travel: Unlimitedfree 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 upyour contributions by 1.5 times.Enhanced Family

Benefits: We offer 9months of full pay for maternity leave and 2 weeks for paternity leave.

Cycle to Work Scheme: Save up to42% on a bike and spread the cost.

Electric Car Scheme: Lease abrand new electric or plugin hybrid car.

Exclusive Discounts: Fromshopping to wellbeing, Northern Perks has you covered.

Employee Assistance Programme: 24/7support for family, lifestyle, and more.

Training and Career Development: We offertailored training to our colleagues and opportunities to gain recognisedqualifications. Plus enhanced career pathways no matter what part of thebusiness you’re in.

Recognition: We know howimportant it is to show how much we appreciate our people. That’s why we haveour Northern Lights and Northern Sparks Awards, recognising and celebratingbrilliance every day.

Why Northern?

We’re more than just a train operator. We’re the heartbeatof the North – connecting communities, creating opportunities, and driving sustainablegrowth. With 2,650 trains running daily, we’re on a mission to improve railtravel and enhance the customer experience while protecting the environment.Back in 1825, the first passenger train set off in the Northof 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 onthat 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 ourjourney.

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 ateam where everyone feels they belong. Our talent team can make reasonableadjustments to the process if that’s something you need. We're also a Level 2Disability 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 unconsciousbias and to make sure every application is treated fairly. All successfuloffers 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.