Booking Office Clerk - General Purpose Relief

About the role

We’re on the lookout for a Customer Relations Assistant at Buckshaw Parkway (General Purpose Relief) to join our dedicated Station Teams across the West Region. As the face of Northern, you'll provide essential support and information to our customers, ensuring their journey is smooth from start to finish. If you thrive in a role where every day is different, love solving problems, and enjoy being part of a friendly and supportive team, we’d love to hear from you!

Responsibilities

• Be the go-to person for customer advice on journey times, service delays, tickets, fares, and reservations
• Ensure our stations remain safe, clean, and welcoming at all times
• Handle ticket sales and issuing
• Manage challenging or complex customer queries with confidence and care
• Maintain compliance through internal checks and procedures
• Provide passenger assistance support
• Oversee ticketing, stores, and leaflet stock levels
• Manage station finances, including cash handling and preparing for banking
• Provide vital support during service disruption to minimise customer impact
• Ensure all station promotional materials are accurate and up to date

Requirements

• A genuine passion for delivering exceptional customer service
• Excellent communication skills, both written and verbal
• Strong IT literacy and the ability to learn new systems
• Confidence to work independently and handle responsibility
• Willingness to work shifts, including evenings and weekends, with flexibility around rosters that can change up to 48 hours prior (including location)
• Commitment to working as part of a General Purpose Relief (GPR) team — covering multiple stations on your line of route
• A Guaranteed Sunday Rest Day (GPR) – unless rostered to work that day

Pay

£23,970 during your first 6 months of training, rising to £29,159 thereafter. Additional benefits include aggregation allowance, overtime opportunities, and mileage allowance (where applicable).

Schedule

Full-time role with shift work, including evenings and weekends. Rosters may change up to 48 hours prior and may include location changes.

Benefits

• 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: Employer contributions topped up by 1.5 times your own
• Enhanced Family Benefits: 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 plug-in hybrid car
• Exclusive Discounts: Access to Northern Perks for shopping, wellbeing, and more
• Employee Assistance Programme: 24/7 support for family, lifestyle, and more
• Training and Career Development: Tailored training and opportunities to gain recognised qualifications, plus enhanced career pathways
• Recognition: Northern Lights and Northern Sparks Awards to celebrate and reward brilliance

About Us

We’re more than just a train operator — we’re the heartbeat of the North, connecting communities, creating opportunities, and driving sustainable growth. With 2,500 trains running daily, we’re on a mission to improve rail travel and enhance the customer experience while protecting the environment. This year, we celebrate 200 years of the modern railway, marking the historic journey from the first passenger train in the North of England to the future of Great British Rail.