Customer Service Assistant in Manchester

Network Rail operates and maintains the railway infrastructure 24/7 365 days a year. Our purpose is to connect people and goods with where they need to be and our vision is for a simpler, better, greener railway.

Our North West route covers Cheshire to Cumbria, including key cities like Liverpool and Manchester, and destinations such as Blackpool and the Lake District. Major stations include Crewe, Liverpool Lime Street, Preston, and Manchester Piccadilly and Victoria

This busy region sees 1.3 million daily passengers and moves 700,000 tonnes of freight weekly, with 571 stations making up a quarter of Britain's rail network.

In the North West & Central Region, we're proud to be building a workforce that reflects the diverse communities we serve. We know that inclusive teams make better decisions, drive innovation, and help us create a safer, more accessible railway for everyone.

If you're passionate about making a difference and believe you have the skills or potential to thrive in this role, we'd love to hear from you. We're committed to creating an open, supportive environment where everyone feels they belong. Your unique perspective and experience could be exactly what we need to keep Britain moving safely and sustainably. Discover more about our commitment to Equity, Diversity and Inclusion at Network Rail Equity, diversity and inclusion - Network Rail.

About the role

You will act as a highly visible and approachable point of contact within the station, delivering excellent customer service to passengers, visitors, contractors, retailers, train operating companies and other stakeholders. The role involves proactively assisting customers with information and travel support, responding professionally to incidents or emergencies, and fulfilling allocated responsibilities within station emergency plans. You will also work closely with customers, external authorities and regulators to help prevent and manage criminal activity, ensuring the station remains a safe and welcoming environment for all users.

In addition, you will carry out regular station inspections to monitor safety, security, equipment and contractor compliance in line with company standards and procedures, accurately completing records for audit purposes. You will manage the reporting and resolution of station faults, take a proactive approach to identifying hazards or unsafe conditions, and ensure issues are correctly reported and followed through. The role includes checking risk assessments and method statements and issuing Permits to Work, as well as maintaining clear documentation to support safe, compliant station operations.

This is a Full-Time Permanent

Salary - £27,464

Grade -Band 6 (Managed Station Contract)

Here are a few of the benefits we offer:

• Generous annual leave entitlement
• Choice of pension schemes
• Discounted leisure train travel for you and your family
• 75% subsidy on Rail and Underground season tickets
• 5 days paid volunteer or carers leave
• My Benefits platform - giving national and local discounts on retailers, gym membership and more

Our aim is to ensure your candidate experience is as positive as possible. If you require reasonable adjustments at any point, simply let us know-we'll do our best to assist you.

• Command of English language, both written and oral
• Experience of working in a customer facing environment
• Confidence to deal with different types of situations assertively
• Experience of working effectively as part of a team
• Educated to GCSE or equivalent in English and maths

Key Information

Number of Positions:

1

Contract Type:

Permanent

Hours:

Full Time

Location:

Manchester Piccadilly Managed Station, Manchester

Geographical Area:

North West England

Closing Date:

29-OCT-2026

Job Category:

Station Operations

Function:

North West & Central Region

Organisation:

SC Property Operations/National Stations/Manchester (752259) G5

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