Customer Service Assistant

Posted 01 December 2025

Salary £34,342 after full training

LocationPenrith

Job type Permanent - Full Time

Reference037032

Job FunctionStations Team

Our stations team at Penrith are looking for enthusiastic individual to join as a Customer Service Assistant - Platforms - Multifunctional.

At Avanti West Coast it is our mission to be the transport of choice, connecting our customer and communities across the West Coast.

Are you PASSIONATE about delivering excellent customer service with INTEGRITY? Do you have an AMBITIOUS drive to make a genuine difference to others?

Then THIS is THE opportunity for YOU

Here at Avanti West Coast, we are pushing the boundaries to set new standards for customer experience and operational excellence across our network to the communities we serve. No day on the railway is the same, with over 500,000 customers travelling on our network weekly, our Stations Customer Service Assistants are COMMITTED to keeping our customers safe at the station and play a vital role in keeping the network moving seamlessly.

In this role you can bring your AUTHENTIC self to make our customers experience memorable as they travel through our stations. We want you to be you

As a Customer Service Assistant Multifunctional on a station, you will:

• Provide travel assistance, information and guidance to customers throughout the station including on platforms, concourse and all public areas.
• Take initiative in problem solving and providing reassurance to customers
• Ensure the safe and punctual dispatch of all services.
• Keep colleagues and customers safe through completing safety checks on the station.
• Be an ambassador for the company by going above an beyond for our customers.
• Provide travel assistance, information and guidance to all customers ensuring they are well informed and confident travelling on our network
• Assist customers with their travel needs, offering reassurance through effective problem-solving and providing accurate journey advice.
• Guide customers through the process of purchasing tickets, assist with timetable enquiries, manage queues and support customers when using ticket machines to ensure an efficient service and smooth experience.

If there's nothing you like better than learning new things and meeting new people, then you could be just who we're looking for.

Take a look at the role profile here.

Please note this is a safety critical position and you will need to pass a safety critical medical if successful with your application. Training will be provided.

As well as working with a fantastic team you will also receive: -

• Final salary pension
• Free travel on Avanti West Coast for you/spouse/partner/dependents
• Privilege Travel card (75% off other train operators fares for leisure travel)
• 30 days holiday rising by 1 for every completed year of service to a maximum of 37 days (inclusive of bank holidays)
• 10 free journeys on other First Group Train Operators

If this opportunity excites you then we want to hear from you

We reserve the right to withdraw this advert at any time due to high volumes of applications.

Apply now to join our team and make a difference at Avanti West Coast. All training will be provided

Be You. With Us.

At Avanti West Coast, we believe our strength comes from the unique perspectives, experiences and backgrounds of our people. We are proud to build a workplace where diversity is embraced, and everyone is supported to thrive.

We welcome individuals of all races, religions, ages, genders, gender identities, sexual orientations and abilities. Our goal is to reflect the communities we serve and create an environment where everyone feels valued and heard.

When you join Avanti West Coast, you become part of a close-knit team that encourages authenticity. We want you to bring your whole self to work. No need to change who you are to fit in. Your individuality is what makes us better.

We celebrate it, we respect it and we put it to great use.

Our Avanti West Coast Values

Passionate- We foster a culture where everyone is driven by our mission and are dedicated to achieving it together.

Committed- We are committed to safety, reliability and delivering the very best for our customers, our colleagues, stakeholders and the industry.

Integrity- We believe in taking responsibility for our reactions and decisions to ensure we do the right thing even when it is difficult to do and hold others accountable for doing the same.

Ambitious- We strive to be the best and are curious to new ways of working within our business and the wider industry.

Authentic- We are genuine, caring and grounded individuals that operate and communicate with openness, trust and clarity.