Job Description

Please note, this vacancy is a part-time role, contracted to 23 hours.
Why LNER?
We go beyond. For everyone. Our vision is to be the most loved, progressive and responsible way to travel for generations to come. Now we're looking for the people who can deliver this, every day.
Since we took over on the East Coast mainline, we've been changing the face of rail travel. Our new Azuma train has brought faster journey times, more space and greater reliability. Our exciting plans to embrace new ideas, experiences, backgrounds and ambitions make this the ideal time to join.
Bringing passion. Being bold. Always caring. Owning it. They're the values that make us LNER.
Are you on board?
What do our Station Support (Customer Service) do we hear you ask...?
By joining LNER as a Station Support (Customer Service) you will be the first or last point of contact on a customer's journey, providing a warm and welcoming hello, or wishing them well as they leave the station.
Being a Station Support (Customer Service) means being on hand to help solve our customers' queries or problems by providing them with the information they need as quickly and effectively as possible. Whether it is a query about platform locations, delayed trains or missed connections, you'll be there to provide them with the answers they need. Our Station Support (Customer Service) also help customers on and off trains; assisting people in wheelchairs and helping holiday makers with their suitcases, all whilst providing a memorable experience.
Along with the station team you'll help to ensure a safe, secure and clean environment by supporting with inspections, monitoring lost luggage and potentially car park inspections (dependent upon the station).
Being the face of our wonderful stations, what do we need you to have...?

• To be a Station Support (Customer Service) you'll need plenty of customer service experience - you'll have a good track record of providing customers with a personalised and memorable service and have a genuine passion for helping customers.
• You'll also have strong interpersonal skills with the ability to communicate effectively through the toughest of situations and relishing the challenge of stepping up to the challenge of disruption.
• Being an experienced team player is a must as you'll need to work closely with your local station team, but also with onboard colleagues and station teams across the route.
• Ideally you'll be computer literate.
• Finally, you'll need to be flexible - our Station Support (Customer Service) colleagues are on hand to assist our customers early in the morning, late on an evening and over weekends so you'll need to be able to fully commit to working shifts.

What you'll get:

• Free travel on LNER + 75% off other companies' tickets (for you & dependents)
• Discounted international train tickets (after one year's service)
• 50% discount on LNER tickets for friends & family
• Generous pension scheme
• Annual cycle to work schemes
• Discount, savings and cashback scheme from top retailers
• Health & wellbeing schemes and discounts
• Host of training opportunities to help further your career
• Rewards & awards to recognise when you shine

Disclosure and Barring Service (DBS) Check
If you are successful in your application and are new to the business, we will undertake a basic DBS check as part of our pre-employment checks. This only happens once we have conditionally offered you the job. Here we check for any unspent convictions and conditional cautions under the Rehabilitation of Offenders Act (ROA) 1974. If there is evidence of an unspent conviction or conditional caution, the details of these are reviewed internally by a cross functional panel on a case by case basis before a final offer of employment is issued. This however may result in any offer being withdrawn. Further information on how we collect and use this data is available on our privacy notice.
Medical screening
We're a safety conscious business so for all roles you'll need to pass a medical screening and a drugs and alcohol test before we send you an unconditional job offer. For our safety critical roles, you'll also need to have a safety critical medical. Our friendly, in-house Health and Wellbeing team will book a time and place to suit you. The sooner, the better, so please be flexible with your availability. Once your medical gets the thumbs up, we'll finalise any last details and look forward to you joining our team.
What we believe:
To be the most loved, progressive and responsible train operating company, we must make a meaningful difference - always doing what's right for our customers, our people, the communities and destinations we serve, the future of the industry we lead and the environment we cherish.
We know that our people are the beating heart of everything we do. We are committed to creating an inclusive, engaged culture that supports everyone at every stage of their journey - and ensures that when you're at LNER, you can always be you. No wonder most people never want to leave!
Diversity and inclusion
We are passionate about creating a diverse and inclusive workforce, representative of the communities we serve, and are creating ways to inspire diverse talent to join LNER.
Developing our people
We are focused on creating a learning culture, to support our people to be the best they can be at work by providing them with the tools and resources to navigate their development and career journey.
Health & wellbeing
To create a culture where our people can perform at their best, the physical health and mental wellbeing of our people is of paramount importance to us.
What next?
As we say, we have fantastic opportunities for ambitious people from all sorts of different backgrounds, so now is the time to join the team at LNER - without delay!
Start your journey here

Skills Required