Your role is key in delivering great customer service to our passengers. Based at Euston station, you will be responsible for the safe dispatch of trains from the platform, be the face of London Northwestern Railway in dealing with customer travel queries, provide station announcements and ensure the station is clean, tidy and safe. The role is shift based and will require you to work a mixture of earlies, lates and nights.
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Working shift patterns which will include weekends, with early starts and late finishes
- Safely dispatching trains from the station platform – following strict safety guidelines
- Using the customer information system to announce train arrivals and departures
- Keeping a record of delays, train re-platforming and other events that could affect the train running plan
- Handling difficult situations in a calm, customer focussed manner
- Conducting security checks along with health and safety checks
- Providing assistance to passengers with disabilities – where required
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Customer focussed – being presentable, approachable and proactive
- Comfortable managing conflict - remaining calm in difficult situations
- Great communication skills – able to flex your style to the audience
- Having flexibility – both with your hours of work and approach to work
- Stay calm under pressure – able to handle conflict
- Be able to make decisions - based on the situation at the time
- Have good IT skills, along with a good level of maths and English
- Live within a reasonable commute of the station you have applied for – early starts and lates finishes will mean you need to be able to get to work, possibly before/after public transport is running
- For safety reasons, you need to be aged 18 or older
To ensure continuity and an effective delivery of service, successful candidates will be required to commit to a minimum 14-month period in role after achieving competence. This also includes existing colleagues who move by internal promotions and transfers. This time allows our future colleagues to support personal career development by allowing time to build strong knowledge and expertise.
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Salary is £27,953 rising to 29,230 upon successful completion of probation
- A defined benefit pension from day 1 – one of the best in the UK.
- Free travel on all London Northwestern and West Midlands Railway services for you, your spouse/partner, and dependents.
- 75% off all other train operating companies for you, your spouse/partner, and dependents.
- 8 Friends and Family Day passes to gift per annum on our network.
- A 24/7 Virtual GP service for you and your household.
- Our Employee Assistance Programme (EAP)- A confidential employee benefit that supports you with personal or work-related issues affecting your home life, work life, health, or wellbeing
- Our cycle to work scheme with Evans Cycles.
- A retail discount portal- offering savings, discounts and cashback at over 800 retailers and restaurants.
Due to the volume of applications we receive, the advert may close earlier than the published closing date. Please submit your application as soon as possible to avoid missing out.
As an inclusive employer, we welcome applications from all backgrounds and ensure no-one receives less favourable treatment on the grounds of age, disability, gender, race/ethnicity, religion, belief and sexual orientation.
Applications will be considered from colleagues with 6 months experience, after completion of their probationary period and a full check of absence and disciplinary records.
What to Expect next
If you are successful at application stage you may be invited to a short video interview. You will then be invited to complete some online psychometric tests. Once passed, you will be invited to meet the team at Euston for a face to face interview.
London Northwestern Railway and West Midlands Railway operate rail services across the Midlands, the Northwest and London, with Birmingham at the heart of our network.
West Midlands Railway provides most of the local services across the region, offering direct connections to towns and cities including Redditch, Stratford‑upon‑Avon, Worcester, Hereford, Shrewsbury, Telford and Northampton. Our London Northwestern Railway brand serves the route between London and Liverpool via key locations such as Crewe, Birmingham, Milton Keynes and Northampton.
On 1st February 2026, London Northwestern Railway and West Midlands Railway entered public ownership and both services are now part of WM Trains Limited operated by DFTO. Our mission remains unchanged: to provide a safe, comfortable and reliable service for passengers across 235 miles of track and 150 stations, from London to Liverpool and Hereford to Lichfield.
We expect over 80 million journeys to be made this year, that’s more than 1,252 services every day, and we remain committed to delivering the rail experience our passengers expect.
