Job Description

Description

Job Title:

Station Assistant

Location:

Underground Gated Stations

Salary:

27,735 per annum after 4 weeks training

Contract Type:

FTP

Hours:

35 hours

Your Journey Starts Here

An excellent opportunity has arisen to join the Merseyrail Stations Team as a

Station Assistant located within our Underground gated stations.

Sitting within our Commercial function, Station Assistants are the face of Merseyrail, have a great influence on how customers perceive our company, and therefore play a vital part of Merseyrail's success.



You will all be aware that this is a very diverse role, every hour/day presenting a new challenge. Therefore this role requires individuals who can deliver excellent customer service and think on their feet.

Key components of the role include:

Responsibility for safety of customers Excellent Customer Service skills Managing crowd control Flexible with working hours Problem solving Ability to deal with confrontation Day to day responsibility for cleanliness of all aspects of station Confidence and ability to deliver clear and concise announcements Dealing with members of the public on a daily basis
Successful candidates will be required to attend an interview; you will require a basic knowledge of the Station Assistant role, of the Merseyrail network and the company.

All successful applicants will also be required to pass a drugs & alcohol medical assessment; the job offer would be subject to passing the required medical assessment.

You will also be required to

:



Work a shift pattern which includes booking on prior to and after the commencement of service and cover 7 days per week, including weekends and Bank Holidays. Stand for long periods of time, undertake tasks involving manual handling and cleaning duties. Demonstrate ownership and pride in our stations whilst on duty and adhere to Merseyrail's Rules & Regulations.

This role requires you to start before and after our trains start running so you must be able to make your own way to and from work.

Please find attached a copy of the JD and an example roster

Your Day-to-Day

Taking ownership and responsibility to ensure that the station provides a safe, clean and inviting environment. Ensuring customers receive concise and clear information delivered in a consistently professional manner. Accountable for ensuring own knowledge and competencies are up to date and relevant. Having the confidence and ability to enable any situation to be dealt with professionally and competently. Dealing with emergency, unpredictable and reactive situations in accordance with company procedures and Travel Safe guidance. Making customers feel valued at all times, particularly throughout train service disruption or events.

What You'll Bring to Merseyrail

Excellent communication and organisational skills. Ability to understand the importance of consistently providing excellent Customer Service. Ability to deal with unpredictable situations, including potential conflict situations, associated with being in a public facing role competently and professionally. Ability to work alone and effectively as part of a team. Ability to communicate with colleagues and customers in a professional manner. Ability to meet roster, shift-working requirements, including Sunday working. Ability to attain any competence training, such as described in the Station Assistant competency matrix. Good standard of Education: - GCSE, or equivalent, in Maths & English at a minimum Grade C - A / 9-4

Why choose Merseyrail

Our people are at the heart of our success. We rely on every employee to help deliver the best possible experience for our customers, and that's why we believe in recognizing and rewarding great work. When you join Merseyrail, you'll have access to an extensive and competitive range of benefits designed to support you both professionally and personally.

The Benefits of Being Onboard

Final salary pension scheme

Free staff travel on our network

- unlimited free travel on Transport UK train operators and Northern

Discounted national rail travel

- 75% discount on other train services across the UK, expanding to Europe after one year of service

Family rail travel

- your partner and dependents can also benefit from rail travel passes

Health Shield membership

- access discounted health and holistic care services

Access to GP Anytime

- speak face-to-face with a qualified GP, whenever you need to

Hapi benefits portal

- enjoy savings on shopping, lifestyle and holidays

Wedding celebrations

- take an extra day off if you get married on a working day

Employee achievement and long service awards

Involvement in major city events

- play a key role in keeping our city moving during major events, working together as one team

What You Need to Know

Merseyrail reserves the right to close this advert early if we receive a high volume of applications. Incomplete applications may not be progressed or given additional time to complete in these circumstances.

Diversity Drives Us

As an equal opportunities employer, Merseyrail particularly welcomes applications from Black, Asian, Minority, Ethnic (BAME) backgrounds as they are currently underrepresented. All appointments will be made on merit of skill and experience relative to the role.

Using AI? Be Authentically You

We understand some applicants may use AI tools to help refine their applications, and that's fine. However, we're most interested in your experience, in your words. Answers that feel overly generic or lack personal insight may be discounted, so please make sure your responses reflect you.

About Merseyrail

Merseyrail stands out as one of the most punctual and reliable rail networks in the UK. Over the last 15 years, we consistently achieve customer satisfaction scores above 90%, winning multiple national awards for our exceptional customer service and punctuality! With around 1,200 employees, we recognise that our team members play a vital role in our ongoing success. We're committed to investing in the development of our people and fostering inclusive practices that empower everyone at Merseyrail to reach their full potential.

As a self-contained network, we proudly offer the most affordable fares in the country. We operate over 600 regular services daily to 69 stations throughout the Liverpool City Region, with our four underground stations running trains every few minutes. On average, more than 90,000 passengers travel with us weekdays, and Liverpool Central station ranks among the busiest stations outside of London.

We've modernised significantly in recent years, with our new state-of-the-art trains now on the network. These brand-new electric and environmentally friendly trains, designed specifically for the Merseyrail network, feature pioneering sliding step technology, making us one of the most accessible networks in the UK. We've also refurbished many of our city centre stations, achieving step-free access at two-thirds of Merseyrail stations. We are working closely with the LCRCA to achieve our Metro Mayor's vision of a step-free network by 2030. We're also developing use of online ticketing in the near future, to then be followed by the introduction of barriers requiring just a tap of a contactless bank card.

We are actively engaged in the continuous development of our network. In 2023 we opened Headbolt Lane station, which extends the Kirkby line and benefits many additional passengers in the local area. Additionally, plans are underway for a new station, Liverpool Baltic Station, located just south of Liverpool City Centre. This station will serve the Baltic Quarter, the city's fastest-growing area, which is recognised as one of the UK's coolest neighbourhoods.