Passenger Assistance Clerk

Northern Trains Limited; Bolton; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Free travel for you and dependents

Pension scheme

Cycle to work scheme

Employee assistance programme

Training and career development

Recognition programs

Job summary

Northern Trains Limited is seeking a Passenger Assistance Clerk at Bolton station to help passengers with boarding, alighting, and navigating the station. You will support travellers, including those with mobility needs, to ensure a safe and positive journey.

The role emphasizes clear communication, empathy, and a patient, friendly approach, with flexibility to work weekends and evenings as needed to support passengers.

Qualifications

• Clear communication with passengers, colleagues and stakeholders.
• Empathy and patience when assisting people with mobility needs.
• Ability to stay calm under pressure and solve problems quickly.

Responsibilities

• Assist passengers who need extra help with boarding, alighting, or traveling through the station.
• Provide guidance and ensure safety for passengers with mobility needs or special requirements.
• Deliver exceptional customer service with a friendly and patient approach.
• Respond to passenger queries with care and professionalism.
• Be familiar with the station layout to offer clear directions and assistance.
• Ensure station facilities are accessible to all passengers.
• Handle disruptions quickly and calmly, coordinating with station staff.

Skills

Communication

Empathy

Patience

Flexibility

Job description

BUSINESS FUNCTION: Customer & Commercial - Stations

GradeROLETYPE: RO2

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 :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
• Excellent CustomerService:Deliverexceptional customer service, always with a friendly and patient approach
• Respondto passengers' queries and concerns with care and professionalism
• Station Awareness:Befamiliar with the layout of the station and surrounding areas to offerclear directions and assistance
• Ensurethat station facilities are accessible to all passengers
• Problem Solving:Handleany disruptions or challenges quickly, calmly, and effectively
• Workclosely with station staff to resolve any issues as they arise

About you

• Great CommunicationSkillsYou’llneed to communicate effectively with passengers, colleagues, and otherstakeholders
• Empathy & PatienceApassion for helping others and providing excellent customer service in a variety of situations
• Quick ThinkerTheability to stay calm under pressure and solve problems swiftly
• FlexibleAvailabilityWillingnessto work shifts, including weekends and evenings, to ensure that passengersare supported at all times

What’s in it for you?

• 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 howmuch 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 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

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.