A station assistant oversees the smooth and safe operation of the railway station.

Duties involve:

• signalling the guard or driver for departure
• ensuring that passengers board and disembark safely
• altering indicator boards to reflect new information
• making passenger announcements
• checking tickets
• giving information on services, routes, train times and delays.

Smaller stations may require the station assistant to undertake some cleaning duties. Larger stations might split the role into more specialised positions such as platform assistants and gateline assistants.

Some of the work may be based in the ticket office and in the information office. Passenger queries are dealt with in person and by phone.

Hours and Environment

A basic working week is usually 37 to 39 hours. This is in shifts covering days and evenings, weekends and bank holidays. Shifts may be up to 12 hours so you can expect to work unsocial hours. It may be necessary to work overtime.

Work on the platforms is in all weathers. The work may involve some lifting and carrying.

The company will provide a uniform.

Skills and Interests

To be a station assistant you should:

• have strong communication skills
• be able to handle the stress of busy periods
• have a good memory for timetables, fares and regulations
• be numerate
• have a smart appearance
• be able to work independently or in a team
• be able to stay calm and make decisions in an emergency.

Entry

Although there are no formal entry requirements, some companies may require you to have up to four GCSEs (A-C)/S grades (1-3), or equivalent. Alternatively, they might ask you to sit an assessment covering numeracy and communication skills.

You should normally be at least 18 years old to be a station assistant. Experience of working with the public, in a retail or customer service environment, could be an advantage.

New entrants are often required to pass a medical examination. This tests fitness levels, eyesight, colour vision and hearing. The safety of rail passengers is of critical importance, and there is a rigid policy on drug and alcohol abuse. Random alcohol and drug tests can be conducted at any time. Some companies will not employ people with visible tattoos or body piercings.

Young people may be able to enter through an apprenticeship scheme (see Training).

Training

Training begins with a short induction course on:

• how the company’s system operates
• company rules
• safety issues
• timetables and fares.

You would then develop your skills by working alongside experienced station staff. This could include working:

• on a station platform
• in a ticket office
• in an information centre.

It may be possible to work towards NVQ/SVQ Level 2 in Rail Transport Operations (Passenger Services) or levels 2 and 3 in Customer Service.

Apprenticeships may be available for those under the age of 24. In England these are currently Apprenticeships (level 2) and Advanced Apprenticeships (level 3). To find out more about these, visit www.apprenticeships.org.uk

Apprenticeships may be different in other areas. For further information see Scotland , Wales and Northern Ireland

Opportunities

There is an increase in the number of rail companies currently recruiting staff.

Applications can be made to one of the Train Operating Companies (TOCs). Companies that run light rail and metro systems are another possibility, especially the larger ones such as London Underground.

With extra training, promotion can be up to senior station assistant, station team supervisor or leader, assistant station manager, and even station manager.

In some companies, you may also get a chance to move across to guard/conductor, ticket inspector or driver, or into a job in the offices.

Annual Income

Figures are intended as a guideline only.

New entrants start at around £10,000 to £12,500 a year.
Experienced station staff earn from £12,000 to £16,000 a year.
Some station assistants earn over £18,000 a year.

Free or reduced price travel is sometimes offered as an extra benefit.

Further information

Human Resources Department
Central Station
East Bridge Street
Belfast
BT1 3PB
Tel: 028 9089 9400 Concorde House
Trinity Park
Solihull
Birmingham
B37 7UQ
Tel: 0121 635 5520