Job Description

This position is part time 20 hours per week until 31st December 2025
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?
So, what exactly does an LNER Travel Consultant do?
We're glad you asked!
As a Travel Consultant with LNER you'll be on hand to provide our customers with accurate and impartial information and advice to help them purchase tickets for their upcoming journeys. Through your excellent questioning and listening skills you'll be able to identify any specific requirements that a customer may have and make recommendations on which products will best meet their needs. As the go-to person for travel related information, you'll need to keep up to date with new products and promotions to ensure that you're providing accurate information to our customers at all times.
Whilst a big part of the role is serving customers at the counter our Travel Consultants also floor walk which means you'll be involved in welcoming customers, managing queues, maintaining our ticket vending machines, assisting with questions and supporting customers during service disruption. In addition so this you'll have cashier responsibilities which include preparing floats and processing revenue, reconciling cash, providing reports and processing refund claims, all in compliance with our LNER processes - so strong numerical skills is a must!
Reckon you have what it takes?
To make it as a great Travel Consultant you'll need to...

• Have existing ticket knowledge and knowledge of Travel Centre retailing products.
• Be able to work as part of a team is essential and enjoy building relationships at all levels.
• Have strong interpersonal skills and the ability to communicate effectively with a range of different customers. In addition to this you'll need excellent numerical and written skills.
• Have previous experience within a cash handling role and ideally have knowledge of company cash regulations.
• Be trustworthy and capable of working with confidential information
• Remain calm under pressure as there will be times when customers are queuing to purchase tickets and inevitably service disruption.
• Finally, you'll need to be computer literate as the role involves using a computer to find the best available tickets for our customers to purchase.

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