Location
London, GB
Department Name
CT St Pancras QX (989201) G1
About Network Rail
🌟 Join Us as a Passenger Assistance Manager – Championing Accessible Travel at Every Step 🌟
Who We Are
Network Rail High Speed Ltd. (NRHS) is responsible for operating and maintaining the UK's only international high-speed railway, High Speed (HS1).
The 109km HS1 infrastructure consists of a diverse range of railway assets such as the track, signalling, overhead line, lineside buildings, depots, viaducts and long tunnels. NRHS is also responsible for operating and maintaining three international stations; St Pancras, Ebbsfleet and Stratford International.
As a wholly owned subsidiary of Network Rail Infrastructure Ltd, NRHS is privately financed under an agreement with our client ‘HS1 Ltd', undertaking a diverse range of activities from railway infrastructure maintenance and operations - through to station facilities management and retail on behalf of our client.
Our Vision - to deliver the best High Speed rail customer experience.
https://www.networkrail.co.uk/running-the-railway/our-routes/network-rail-high-speed/
Our passengers and freight users are at the heart of everything we do. We help connect people to their friends and families and get goods to their destination safely and efficiently. We're an organisation where people matter. When you're part of our team, you matter to us and you matter to millions.
Watch our video to find out more!
Brief Description
The role
At the heart of our stations, we're introducing a new and vital role: Passenger Assistance Manager . This is more than leadership—it's about shaping an inclusive travel experience where every customer feels supported, empowered, and respected.
What You'll Be Leading
Passenger assistance isn't just a service. It's a lifeline. It enables older and disabled customers to travel with dignity, confidence, and independence. In this role, you'll lead a team committed to delivering compassionate, high-quality support across our high-speed stations—and to making meaningful change.
Your key responsibilities:
- Oversee the day-to-day delivery of passenger assistance services, ensuring consistently exceptional customer care aligned with safety and operational standards.
- Own and drive the Passenger Assistance Improvement Plan to enhance satisfaction, reduce complaints, and elevate the overall experience.
- Maintain and build team competence, ensuring safe working systems and confident use of specialist equipment.
- Be a visible advocate for older and disabled travellers—shaping station accessibility, championing inclusive design, and influencing positive change.
- Build effective partnerships with train operators, retailers, and support organisations to create a seamless journey experience.
- Promote best practice through coaching and development, while applying lessons from past events to strengthen resilience and service quality.
- Lead responses to customer feedback in collaboration with Community Relations—ensuring every concern is met with empathy and action.
You'll also serve as the station lead for our Accessible Travel Policy, holding our service to the highest standards and raising the bar for accessibility across the rail industry.
This is a permanent position, so come and be part of a truly unique business that brings the UK closer to Europe.
We're dedicated to building a diverse and inclusive organisation that reflects the passengers we serve. To achieve this, we're committed to becoming an open, diverse, and inclusive workplace, leveraging the skills and expertise of our talented workforce. Together, we strive to create a safe and accessible railway for everyone. Discover more about the importance of Diversity and Inclusion at Network Rail by clicking here .
Investing in our people is key to enhancing the safety, reliability, and efficiency of our railway system. If you're passionate about making a meaningful impact, then this opportunity is for you!
About our people and the recruitment process - We're an inclusive employer of choice and we welcome applications from everyone! We encourage our colleagues to work flexibly, as we know traditional working patterns don't always fit. If you want to consider working flexibly, just let us know and we'll do our best to help and invest in your career with us , whilst you have a healthy work life balance.
We're also a Disability Confident Leader employer and we'll try our best to adapt the process and offer a reasonable alternative to help support people with disabilities access, apply and interview for roles.
About The Role (External)
The person
What we're looking for:
You're more than a strong leader—you're someone who deeply values dignity, equality, and inclusion. You recognise that great service isn’t about ticking boxes—it’s about people.
Ask yourself:
✅ Are you experienced in delivering outstanding customer service, with a deep understanding of accessibility and diversity?
✅ Have you led or developed a team, inspiring high performance and positive culture?
✅ Can you stay calm and make clear, confident decisions—even when things move fast?
✅ Do you have a genuine passion for improving travel for older and disabled people?
✅ Are you solution-focused, adaptable, and always looking to raise the bar?
Bonus points if you bring:
- Knowledge of the Equality Act and how it applies to travel
- Familiarity with Network Rail's diversity and inclusion policies
- Experience in the rail industry or a similarly regulated, customer-facing environment
- Strong judgement, assertiveness, and a keen eye for improvement
Additional info:
This role involves day, night, and weekend shifts. It's safety-critical, so you'll need to pass a relevant medical and take part in regular drug and alcohol testing.
How To Apply (External)
The important stuff
The role is based at St Pancras, however frequent travel to our other office and site locations along the High Speed line is expected.
What can we offer you in return?
We follow a structured pay framework, any salary offered will be within the following pay range:
Salary: This role is a 4A - £29,354- £33,684 per annum.
Closing date: 7th July 2025 . Late applications will not be accepted.
To submit your application, click apply now. For tips to help you prepare and apply click here
In addition, we can offer you a rewarding career with excellent benefits, including:
- 28 days annual leave (plus bank holidays)
- Bonus scheme
- Excellent choice of pension schemes
- 75% subsidy on rail season tickets (including London underground)
- 75% off leisure rail travel for you and your family
- ‘my benefits' – our discounted online shopping site
- Training, development and employee assistance programme available
- Two weeks paid reserve leave for our armed forces community
- 5 days paid volunteering leave
Network Rail Benefits - To find out about what benefits we offer, click here
If you have been referred for a job vacancy in the Southern region of Network Rail, please complete the form below:
Employee Referral Form
If you are successful in your application, you may be required to go through a security vetting process (depending on the role).
We are dedicated to creating an inclusive environment for our people. We want our employees to reflect the diverse communities that we serve. We welcome different and fresh ways of thinking and encourage a culture where people feel empowered to act and we would consider flexible working.
Drugs and Alcohol Standard
All candidates will be required to undergo and pass a drugs and alcohol test. Your application will be rescinded if you record a positive test. All positive drugs and alcohol test results for prospective candidates will be securely held on Sentinel database and a 5 year suspension from applying for a safety critical role, a role which requires PTS certification or a Key Safety role on Network Rail Managed Infrastructure will be enforced.
You can visit Evenbreaks Career Hive for advice on accessibility support if you're unsure of the options available. Should you require any reasonable adjustments/modifications, please add a note to your application.
All offers of employment are conditional upon satisfactory completion of pre-employment checks. Click here for more information
