Passenger Assistant

Connect2H&F; Barking; On-site; GBP 18,000 - 24,000; Full time

Job summary

Connect2H&F are recruiting a Passenger Assistant to provide safe, caring support to children, young people and vulnerable adults during transport to and from designated destinations. You will assist with boarding, seating, and supervision, and work closely with drivers, carers, and schools to ensure a high-quality service.

The role requires excellent communication, calmness under pressure, and a strong focus on passenger safety and safeguarding.

Qualifications

• Experience working with vulnerable groups is desirable.
• Good communication and interpersonal abilities.
• Ability to follow safeguarding and safety procedures.

Responsibilities

• Assist passengers boarding and disembarking vehicles safely.
• Ensure passengers are seated securely with belts and restraints.
• Provide support and supervision during journeys.
• Maintain a calm, professional presence with vulnerable passengers.
• Escort passengers between the vehicle and handover points.
• Monitor wellbeing and respond to concerns or incidents.
• Follow passenger care plans and transport instructions.
• Report safeguarding concerns and incidents per procedures.
• Complete records and documentation accurately and promptly.
• Work with drivers, parents, schools, and coordinators for an effective service.
• Attend relevant training including safeguarding and health and safety.

Skills

Communication skills

Calm under pressure

Observational skills

Passenger safety focus

Teamwork

Punctuality

Job description

Job Purpose

To provide safe, caring, and reliable support to children, young people, and vulnerable adults while travelling to and from schools, day centres, healthcare facilities, and other designated destinations. The Passenger Assistant will ensure the well being, comfort, dignity, and safety of passengers throughout their journey and assist drivers in delivering a high-quality transport service.

Key Responsibilities

• Assist passengers when boarding and disembarking vehicles safely.
• Ensure passengers are seated securely and that seat belts, wheelchair restraints, and specialist equipment are fitted correctly where required.
• Provide appropriate support and supervision throughout journeys.
• Maintain a calm, professional, and reassuring presence, particularly when supporting vulnerable passengers.
• Escort passengers safely between the vehicle and designated handover points.
• Monitor passenger well being during transit and respond appropriately to any concerns or incidents.
• Support passengers with communication, behavioural, learning, physical, or sensory needs as required.
• Follow individual passenger care plans and transport instructions.
• Ensure passengers are collected and handed over only to authorised individuals or staff.
• Report safeguarding concerns, accidents, incidents, or behavioural issues in line with organisational procedures.
• Complete required records, reports, and documentation accurately and promptly.
• Work closely with drivers, parents, carers, schools, day centres, and transport coordinators to ensure an effective service.
• Participate in relevant training, including safeguarding, first aid, health and safety, and disability awareness.
• Maintain confidentiality and comply with data protection requirements at all times.

General Duties

• Adhere to all transport policies, procedures, and health and safety regulations.
• Promote equality, diversity, and inclusion in all interactions.
• Demonstrate professionalism and respect towards passengers, families, colleagues, and partner organisations.
• Attend team meetings, briefings, and training sessions as required.
• Carry out any other duties commensurate with the grade and responsibilities of the role.

Person Specification

Essential Criteria

Knowledge and Experience

• Experience working with children, young people, older people, or vulnerable adults.
• Understanding of safeguarding principles.
• Awareness of health and safety responsibilities.
• Experience providing customer-focused support.

Skills and Abilities

• Excellent communication and interpersonal skills.
• Ability to remain calm in challenging situations.
• Strong observational skills and attention to passenger safety.
• Ability to build positive and supportive relationships with passengers.
• Reliable, punctual, and professional approach to work.
• Ability to work effectively as part of a team.