Sales Clerk 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.

We're looking for a customer-focused Sales Clerk to join our team. In this role, you'll work rotational shifts to support passengers at the ticket office, providing ticket sales, amendments, and general assistance on behalf of coach operators. You'll act as a welcoming point of contact within the sales area, offering clear and helpful information on coach services and delivering a professional meet-and-greet experience for all customers. When required, you'll also support the operation of the Luggage Storage facility by assisting both staff and customers wishing to deposit their luggage.

Your duties will include, but not be limited to:

• Make reservations for a range of coach operators and specialist travel products using computer-based and paper ticketing systems in line with VCS fair trading procedures.
• Provide a personal service by receiving and returning luggage items for members of the public at the Luggage Storage facility.
• Process and account for cash, debit/credit card payments, and other financial documents (e.g., coupons) in accordance with VCS Shorts and Overs procedures and coach operators' guidelines.
• Carry out administrative tasks as required, including supporting shorts and overs reconciliation, maintaining accurate ticket stock records, and ensuring stationery is replenished.
• Assist customers with purchasing tickets and offer meet-and-greet information within the sales area.
• Provide meal-break cover for the Luggage Storage facility to ensure continuous operation, ensuring all items are securely stored using authorised security detection equipment and accounted for in line with TfL and VCS procedures.
• When required, staff enquiry desks and conduct roving patrols to provide information on coach services, station facilities, and onward travel options within London, the UK, and abroad in line with VCS fair trading procedures.

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).

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.

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.

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.

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.