Passenger Assistance Clerk - FTC

Passenger Assistance Clerk – 8 Month FTC

Business Function:
Customer & Commercial - Stations
Grade: RO2

Location:

Manchester Oxford Road

Hours:

Full time - fixed term
Salary: £26,101

• 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
• Deliver exceptional customer service with a friendly and patient approach
• Respond to passengers’ queries and concerns with care and professionalism
• 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
• Handle any disruptions or challenges quickly, calmly, and effectively
• Work closely with station staff to resolve issues as they arise

• Great communication skills – Communicate effectively with passengers, colleagues, and stakeholders
• Empathy & Patience – A passion for helping others and providing excellent customer service
• Quick Thinker – 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

• 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: 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 plug‑in 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:
  Tailored training and opportunities to gain recognised qualifications, plus enhanced career pathways across the business
• Recognition:
  Northern Lights and Northern Sparks Awards celebrate brilliance every day

We are Level 2 Disability Confident and will offer a reasonable adjustment if needed. All successful offers will be subject to a DBS check and a medical assessment.