Passenger Assistance Clerk - FTC

Overview

Job Title: Passenger Assistance Clerk - 6 month FTC

Salary: £26,101

Location: Manchester Oxford Road

Hours: Full Time

Join Our Team as a Passenger Assistance Clerk

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.

• Passenger Support:
  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
• Excellent Customer Service:
  Deliver exceptional customer service, always with a friendly and patient approach
• Respond to passengers' queries and concerns with care and professionalism
• Station Awareness:
  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
• Problem Solving:
  Handle any disruptions or challenges quickly, calmly, and effectively
• Work closely with station staff to resolve any issues as they arise

• Great Communication Skills You’ll need to communicate effectively with passengers, colleagues, and other stakeholders
• Empathy & Patience A passion for helping others and providing excellent customer service in a variety of situations
• Quick Thinker The ability to 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

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

• 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:
  We offer 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 plugin 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:
  We offer tailored training to our colleagues and opportunities to gain recognised qualifications. Plus enhanced career pathways no matter what part of the business you’re in.
• Recognition:
  We know how important it is to show how much we appreciate our people. That’s why we have our Northern Lights and Northern Sparks Awards, recognising and celebrating brilliance every day.

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.

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 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.