Rail travel assistant
Carry out a range of customer service tasks across the station and on the platform.
Also known as: train station worker, train station staff
About the job
A day in the life – Gateline customer service assistant
What it's like
Do you have what it takes to be the friendly face of Scotland's train stations?
As a rail travel assistant, you'll carry out essential tasks that make travel easy and enjoyable for passengers. You'll do a range of customer-based tasks either in a station, over the phone or at a help desk.
You'll work in different areas of train stations. This could include the booking office, information desk or at electronic ticket gates.
In smaller stations, you'll likely help with other tasks. This might include cleaning or clearing snow and ice off platforms during the winter.
Your tasks might include:
selling and checking tickets – you'll also provide information on services, routes, train times and delays
supervising the electronic ticket gates
making sure that passengers get on and off the train safely – you may assist people who need additional support
helping to load and unload luggage from trains
updating message displays and making passenger announcements within the station
looking after CCTV cameras and footage within train stations
Explore more information about this job
Here are some useful links to learn more about this career:
ScotRail Early Careers – learn about their apprenticeship programmes
Network Rail Early Careers – find out about the graduate schemes, undergraduate placements and apprenticeships on offer
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Browse courses in Scotland related to 'Rail travel assistant'
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Other careers that you might like
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Train conductor
Related industries
Many jobs can be done in lots of different industries. We've highlighted the ones we think are most important for this job.
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Transport
Top skills
Skills are things you're good at. Whether you know what yours are or not, everyone has them!
It's useful to learn which ones are important in a job so you know the areas you need to brush up on. It can also help you work out if you're suited to a career.
Meta skills
Here are some of the meta skills you'll need to do this job.
- recalling
- taking initiative
- respecting
- observation
- verbal communication
- listening
- supporting
- cooperating
- resilience
- positive attitude
Your skills are important
Our unique skillsets are what make us stand out from the crowd. Learn about each skill in depth and discover what employers look for in your applications and interviews.
Getting in
Explore each section to find more information about getting into this career.
Colleges and universities will list subjects you'll need for entry to a course. Some useful subjects include:
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Administration and Information Technology
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Skills for Work: Retailing
There are a couple of routes you can take to become a rail travel assistant.
Apprenticeships
Modern Apprenticeships (MAs) mean you learn on the job. You get paid and work towards a qualification at the same time.
You might want to consider an MA in Customer Service, Retail and Travel. This is a popular way to get started as a rail travel assistant. ScotRail are the main provider of Customer Service, Retail and Travel MAs in the rail sector. Check the Early Careers section on ScotRail's website to learn more and view upcoming opportunities.
Work
You can become a rail travel assistant by applying directly through an employer. Most job adverts ask for National 4 or National 5 qualifications.
The main employers in Scotland are:
ScotRail
Network Rail
Caledonian Sleeper
Avanti West Coast
CrossCountry
TransPennine Express
Use the My World of Work job search to find vacancies.
Getting work experience in a relevant role can help you build the skills and experience you’ll need to become a rail travel assistant. Search for customer service-based opportunities on Volunteer Scotland.
To become a rail travel assistant, you'll need to pass an interview and medical exam. Your medical exam will check your fitness, eyesight, colour vision, hearing and alcohol or drug use.
An employer can carry out drug or alcohol tests at any time.
You may need to be approved for membership of the Protecting Vulnerable Groups (PVG) scheme, run by Disclosure Scotland.
As a rail travel assistant, you'll need a decent standard of English and good money-handling skills.
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