Salary – £31,114
Location – Victoria, London SW1W
Contract Type – Surface Operational, Grade VR8

Overview of project/role

The iconic Victoria Coach Station (VCS) is part of TfL, and was opened in 1932. The station supports all forms of coach activities, including scheduled express and commuter services, day tours, coach holidays and private hire.

We now have opportunities to join our team as a Sales Clerk, working in the busy station environment.

You’ll deliver a high-profile service and support, primarily to the traveling public, providing excellent customer service and ensuring that all business objectives are met.

Working rotational shifts to provide customer assistance at the ticket office, you’ll offer a ticket sale and amendments service to passengers on behalf of coach operators. You’ll also supply information on coach services by providing a meet and greet service within the sales area and will assist customers in the use of ticket machines.

When required you’ll assist staff and customers wishing to deposit their luggage at the left luggage facility.

We’re open every day except Christmas Day, so your shift rota will include some weekends and Bank Holidays. Our earliest starting times are 7:50 AM, and our latest finishing times are 8:15 PM.

Key Accountabilities

Your duties will include, but not be limited to:

• Making 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
• Providing a personal service in receiving and returning items of left luggage from/to members of the public
• Accounting 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
• Carrying out a range of administrative tasks when required to assist with accounting for shorts and overs, ticket stocks and ensuring stationary items are replenished
• Providing assistance to customers in the ticket hall who wish to purchase tickets from machines and providing meet and greet information within the sales area
• Providing meal break relief for left luggage to ensure it is fully operational during its opening hours, to ensure 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
• As required, and in accordance with day-to-day operations, being available to staff our 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, Knowledge & Experience

Suitable candidates will demonstrate the following:

Skills

• Well-practised, demonstrable communication skills, both oral and written (Essential)
• Proficient in the use of Microsoft Office products including Outlook, Word and Excel (Essential)
• Excellent customer service skills in a busy 24/7 frontline operational environment and ability to manage difficult conversations (Essential)
• Motivation to achieve quality results and to seek continual improvement (Essential)
• 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 (Essential)
• A conscientious approach to completion of tickets and paperwork and the accounting for cash and monetary documents (Essential)
• An excellent understanding of manual handling procedures and other applicable Health and Safety requirements (Essential)
• A geographical knowledge of the coach service network in the United Kingdom and of international services operating from VCS (Highly desirable)
• A detailed understanding of coach operators ticketing policies and procedures (Highly desirable)
• Knowledge of TfL and VCS objectives, policies and procedures – especially those relating to cash handling (Desirable)
• Practical knowledge of the VCS operating model and revenue generation (Desirable)

Experience

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

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. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.

Application Process

• Please apply using your CV and a one-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

The closing date for applications is 20 May 2024 @ 23:59

Benefits

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

• 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
• Private healthcare discounted scheme (optional)
• Tax-efficient cycle-to-work programme
• Retail, health, leisure and travel offers
• Discounted Eurostar travel