Luggage Storage Attendant in London

TfL's Victoria Coach Station (VCS) has been at the heart of London's transport network since 1932, welcoming generations of travellers through its iconic Art Deco facade. Originally built to serve a growing demand for long-distance coach travel, the station has evolved into one of the UK's busiest and most important transport hubs. Today, it handles millions of passengers annually, connecting them to destinations across Britain and Europe via operators like National Express and Flixbus. Just a short walk from Victoria rail and Underground stations, the site blends historic character with modern logistics, making it a uniquely challenging and rewarding place to work.

Step into a role where you'll support travellers from all over the world and help deliver a smooth, safe and friendly customer experience. As a Luggage Storage Attendant, you'll provide a high profile service that keeps our operation running efficiently and ensures customers feel supported from the moment they arrive.

You’ll work on a rotating shift pattern to deliver a secure and reliable luggage storage facility. Your day-to-day responsibilities include welcoming customers in the sales area, offering clear information about coach services, and assisting anyone who needs help using the ticket machines. With full training, you may also provide occasional cover in the ticket sales area and support passengers with amendments on behalf of coach operators. The role is varied, customer focused, and essential to helping people travel confidently and with ease.

Your duties will include, but not be limited to:

• Ensure all luggage is securely stored, screened using the appropriate security equipment, and accurately accounted for at all times in line with TfL and VCS procedures.
• Deliver a personal, customer-focused service when receiving and returning luggage, maintaining professionalism and attention to detail throughout each transaction.
• Support customers in the ticket hall by assisting with ticket machine purchases and providing clear, friendly information within the sales area.
• Handle cash, card payments and other financial documents accurately and in accordance with VCS shorts and overs procedures and coach operator guidelines.
• Complete routine administrative tasks, including supporting financial reconciliation and ensuring ticket stock and stationery supplies are maintained.
• Make reservations for coach operators and specialist travel products using both digital and paper-based ticketing systems, following VCS fair trading procedures.
• Provide knowledgeable and proactive customer assistance at enquiry desks or while carrying out roving patrols, offering up-to-date information on coach services, station facilities, and onward travel across London, the UK, and beyond.

Skills

• Well-practised, demonstrable communication skills, both oral and written (Essential).
• Proficient in the use of Microsoft Office products including Outlook, Word and Excel (Essential).
• Excellent customer service skills in a busy 24/7 frontline operational environment and ability to manage difficult conversations (Essential).
• Motivation to achieve quality results and to seek continual improvement (Essential).
• Good financial understanding and a meticulous approach to the completion of paperwork relating to ticket stocks and other products, and to the security of monies (Essential).

Knowledge

• Education to GCSE or equivalent (Essential).
• A conscientious approach to completion of tickets and paperwork and the accounting for cash and monetary documents (Essential).
• An excellent understanding of manual handling procedures and other applicable Health and Safety requirements (Essential).
• Knowledge of TfL and VCS objectives, policies and procedures especially those relating to cash handling (Highly desirable).
• Practical knowledge of the VCS operating model and revenue generation (Highly desirable).
• A geographical knowledge of the coach service network in the United Kingdom and of international services operating from VCS (Highly desirable).
• A detailed understanding of coach operators ticketing policies and procedures (Highly desirable).

Experience

• Experience of cash handling, processing debit and credit card payments and reconciliation (Essential).
• Working under pressure in a frequently changing front-line environment (Essential).
• Achieving results with minimal supervision, resolving problems and reacting dynamically to challenging situations (Essential).
• Selling in commercial front-line retail environment exercising judgement to reach appropriate solutions from both own experience and from standard responses (Essential).

Application Process

Please apply using your CV and a one-page covering letter. Think carefully about the skills, knowledge and experience in the advert and cover this in your CV and cover letter. PDF format preferred and do not include any photographs or images.

Equality, diversity and inclusion

We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.

Benefits

In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the level of role but mostly include the below:

• Final salary pension scheme.
• Free travel for you on the TfL network.
• Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket.
• 30 days annual leave plus public and bank holidays.
• Tax-efficient cycle-to-work programme.
• Retail, health, leisure and travel offers.
• Discounted Eurostar travel.

We will make every effort to give you as much notice as possible, however some interviews/assessments could be organised at short notice.

Vetting Process

At Transport for London, safety, trust and fairness sit at the heart of how we recruit. Our Vetting Charter explains the checks we carry out before you join us, helping ensure we create a safe, inclusive and reliable network for everyone who depends on our services. We simply ask that the information you provide is honest and accurate so we can progress your application smoothly. If something doesn't match or can't be verified, we may not be able to move forward with your application, but we'll always treat you with transparency, respect, and clear communication throughout.