Job Title:  Customer Platform Assistant 

BUSINESS FUNCTION: Customer & Commercial - Stations

SALARY: £26,101 pro rata £13,520

Grade: RO2

LOCATION: Manchester Victoria

HOURS: Full Time - 6 Month FTC

Are you passionate about customer service and creating a safe, welcoming environment? Do you take pride in keeping things running smoothly behind the scenes? If so, we’d love to hear from you.

We’re looking for a motivated Customer Platform Assistant to join our team at Manchester Victoria Station. You’ll play a key part in delivering excellent customer service, maintaining station presentation standards, and supporting the safe day‑to‑day operation of the station.

Reporting to the Station Manager, you’ll be a visible, approachable presence on the station, helping customers and supporting colleagues to keep everything running efficiently and safely.

Willingness to work shifts, including weekends and evenings, to ensure that passengers are supported at all times.

What you’ll be doing

• Delivering outstanding customer service and providing clear, helpful travel information
• Maintaining high standards of cleanliness and presentation across station areas
• Supporting fire evacuation and emergency procedures when required
• Ensuring promotional materials and passenger information are up to date and available
• Keeping your work area safe, tidy, and compliant with regulations
• Assisting with bus coordination as needed
• Working safely at all times in line with rules, regulations, and safety notices
• 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, always 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 any issues as they arise

About you

• A friendly, customer‑focused approach
• The ability to communicate clearly and effectively
• You’ll need to communicate effectively with passengers, colleagues, and other stakeholders
• A passion for helping others and providing excellent customer service in a variety of situations
• The ability to stay calm under pressure and solve problems swiftly
• A strong sense of responsibility and attention to detail
• Basic IT skills
• Willingness to follow procedures and work as part of a team

What’s in it for you?

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.

Why Northern? 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.

A place for everyone 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.