Luggage Storage Attendant

London, England, United Kingdom

6/20/2025

Key Information

Job title: Luggage Storage Attendant

Salary: Circa £34,744 Grade: Band 1

Contract type: TfL Reference: 1426

Contract details: Permanent Location: Victoria Coach House

Application closing date: Thursday 3rd July @ 23:59

We may close this advert early if we receive a high volume of suitable applications.

Overview Of Project/role

As a Luggage Storage Attendant, you will be delivering a high profile service and support to our customers using our network. As a key member of our team, you will play a vital role in ensuring our customers have a seamless and enjoyable experience.

You'll work rotational shifts to manage a facility where customers can deposit their luggage, ensuring their belongings are safe and secure. You'll provide valuable information on coach services, offering a friendly meet and greet service within the sales area. You'll assist customers with using ticket machines, making their travel experience as smooth as possible. After necessary training, you'll offer adhoc coverage in the ticket sales area and handle amendments for passengers on behalf of coach operators. You'll be part of a dynamic team that values customer satisfaction and strives to meet all business objectives.

Key Accountabilities

• To ensure that all Luggage Storage deposits are securely and safely stored - through the use of security detection equipment - and can be accounted for at all times in accordance with TfL and VCS procedures.
• To provide a personal service in receiving and returning items of Luggage Storage from/to members of the public.
• Provide assistance to customers in the ticket hall who wish to purchase tickets from machines and provide a meet and greet for information within the Sales area.
• To account for cash, debit/credit card payments and other financial documents (e.g. coupons) in accordance with VCS Shorts and Overs procedure and coach operators’ guidelines.
• Carry out a range of administrative tasks when required to assist with accounting for shorts and overs, ticket stocks and stationary items are replenished.
• To make reservations for a range of coach operators and specialist travel related products through the use of computer and paper based ticketing systems in line with VCS fair trading procedures.
• As required, and in accordance with day to day operations, be available to staff the enquiry desks and provide roving patrols to offer information related to coach services, facilities at the Coach Station and general enquires about onward public transport travel in London, the UK and abroad in line VCS local fair trading procedures.
  
  

Skills

Skills, Knowledge & Experience

• Well-practiced, demonstrable communication skills, both oral and written,
• Proficient in the use of Microsoft Office products including Outlook, Word and Excel.
• Excellent customer service skills in a busy 24/7 frontline operational environment and ability to manage difficult conversations.
• Motivation to achieve quality results and to seek continual improvement.
• Good financial understanding and a meticulous approach to the completion of paperwork relating to ticket stocks and other products, and to the security of monies. (Essential)
  
  

Knowledge

• Education to GCSE or equivalent
• Knowledge of TfL and VCS objectives, policies and procedures – especially those relating those relating to cash handling.
• Practical Knowledge of the VCS operating model and revenue generation
• A geographical knowledge of the coach service network in the United Kingdom and of international services operating from VCS
• A detailed understanding of coach operators ticketing policies and procedures
• A conscientious approach to completion of tickets and paperwork and the accounting for cash and monetary documents.
• An excellent understanding of manual handling procedures and other applicable Health and Safety requirements.
  
  

Experience

• Working under pressure in a frequently changing front-line environment
• Achieving results with minimal supervision, resolving problems and reacting dynamically to challenging situations
• Selling in commercial front-line retail environment exercising judgement to reach appropriate solutions from both own experience and from standard responses
  
  

Application Process

• Please apply using your CV and a two-page covering letter
• Think carefully about the skills, knowledge and experience in the advert and cover this in your CV and cover letter
• PDF format preferred and do not include any photographs or images
  
  

Equality, diversity and inclusion

We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria.

Benefits

In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the level of role but mostly include the below:



Final salary pension scheme

Free travel for you on the TfL network

Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket

30 days annual leave plus public and bank holidays

TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow

Private healthcare discounted scheme (optional)

Tax-efficient cycle-to-work programme

Retail, health, leisure and travel offers

Discounted Eurostar travel