Job Description
Be Part of Something Special at Avanti West Coast
Are you passionate about delivering exceptional customer service? Ready to make a real difference every day? This is your opportunity to join our Stations Team in Wigan as a Customer Service Assistant – Retail and be part of an organisation that’s redefining the future of rail travel.
At Avanti West Coast, we don’t just move people — we connect lives and communities. With over 500,000 weekly passengers, our mission is to provide safe, seamless and memorable journeys for every customer.
About the Role
As a Customer Service Assistant – Retail, you’ll be on the front line of our station operations, helping customers feel confident, informed, and supported throughout their journey.
Your key responsibilities will include:
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Assisting customers with purchasing tickets and using ticket machines
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Providing accurate journey and timetable information
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Supporting a smooth station experience by managing queues and ensuring flow
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Offering reassurance, guidance, and solutions to customer queries
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Making each customer interaction personal, warm, and efficient
You’ll play a vital role in helping to keep our network running safely and smoothly while delivering the high-quality service we’re known for.
What We’re Looking For
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A passion for customer service
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A can-do attitude and commitment to teamwork
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The confidence to solve problems and assist with enquiries
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A willingness to learn and grow in a fast-paced, people-focused environment
No previous railway experience? No problem. Full training will be provided.
What You’ll Receive
Final salary pension
Free travel for you and your spouse/partner/dependents on Avanti West Coast
75% off rail fares with a Privilege Travel Card for other train operators
30 days holiday (including bank holidays), rising to 37 days with service
10 free journeys per year on other First Group train services
A truly inclusive and supportive work culture where you can be yourself
Our Values
At Avanti West Coast, we live by our values:
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Passionate – Driven to deliver excellence together
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Committed – Dedicated to safety, reliability, and service
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Integrity – Doing the right thing, even when it’s hard
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Ambitious – Curious, innovative, and striving for better
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Authentic – Genuine, transparent, and grounded
Important Notice
This vacancy is open to current Avanti West Coast employees only.
Applications from external candidates will not be considered and will be withdrawn.
Apply Today – Be the Difference in Every Journey
If you’re ready to bring your passion and personality to a role that’s all about people, we want to hear from you.