Railway station assistant

Railway station assistants undertake a range of duties in and around stations. Duties include dealing with passenger queries, assisting passengers on and off the train, and displaying or announcing information.

Also known as:

Train dispatcher

Work activities

Railway station assistants undertake general duties on the railway platform and around the station. This includes dealing with passenger queries and assisting passengers with their luggage. Station assistants may have been informed before the event if any passengers have particular needs, for example, if they are visually impaired or a wheelchair user. The station assistant will make sure that the passenger gets on and off the train safely.

Station assistants display posters and timetables and alter computerised information boards when necessary. They are also responsible for making sure that customers are aware of any last-minute departure time and platform changes. This may involve making announcements over the public address system.

Station assistants must keep the waiting areas and platforms clean and well presented. They also check passengers’ tickets and assist with the dispatch of trains. Station assistants have to wear a uniform and they may have to work both indoors and outside.

Personal qualities and skills

To do this job well, you’ll need:

An interest in providing good customer care.
To be a good teamworker.
An approachable, confident and helpful manner.
Some IT skills.
To be reasonably fit, as some lifting and carrying is involved.
An understanding of health and safety issues and regulations.

Some knowledge of local and national train routes would be useful for people going into this career. You usually have to pass a medical examination including tests for alcohol and drug abuse.

The following future skills shortages have been identified:

Customer service skills.
People management skills.
Leadership/management skills.
Foreign languages.
Teamworking.

Pay and opportunities

The pay rates given are approximate. Railway station assistants earn in the range of £17,5000, rising to £27,000 with experience.

Railway station assistants usually work a 43-45 hours per week, which will include shift work, evenings, weekends and public holidays. Overtime is common.

Employers are Train Operating Companies (TOCs), Network Rail, London Underground and Eurostar. A list of TOC websites can be found via the National Rail website. Employers are around 2,500 railway stations in towns and cities throughout the UK.

Where are vacancies advertised?

Vacancies are advertised on all the major job boards, on the Government’s Find a Job service. Vacancies are also advertised on TOCs’ websites.

Entry routes and training

Train Operating Companies (TOCs) usually require railway station assistants to be aged over 18 because of the shift work involved. Applicants are usually expected to have a sound basic education (e.g. GCSEs in maths and English) and may be required to sit an entrance test as well as to undertake a medical examination that includes tests for alcohol and drug abuse.

Employers run short induction training courses for new staff. Further training is on-the-job, supervised by experienced assistants. City & Guilds offers relevant qualifications in rail services (passenger services).

Progression can be to assistant station manager positions and then into managerial roles.

Qualifications

There are no fixed entry requirements for this job. However, it is always useful to have GCSE passes in subjects like English and maths as well as to have some experience in providing customer service.

Eurostar requires a basic knowledge of French.

Adult opportunities

Age limits: It is illegal for any organisation to set age limits for entry to employment, education or training, unless they can show there is a real need to have these limits. Many Train Operating Companies (TOCs) require people to be 18 or over. This is due to shift work regulations.

Previous experience in dealing with the public and customer service work is an advantage.

It’s possible to get into this career via the Rail Services Intermediate Level Apprenticeship.

Related careers

Airport information assistant
Bus/rail customer service assistant
Train driver
Train manager