Gateline Operative

Job Title: Gateline Operative

BUSINESS FUNCTION: Customer & Commercial - Stations

SALARY: £27,041 - Your first 6 month you will be paid a training wage £25,801

Grade ROLE TYPE: RO2

LOCATION: Liverpool Lime Street

HOURS: Full Time

Keep the gates flowing and the smiles going - Join us as a Gateline Operative

Every journey starts at the station, and you could be the friendly face that helps make it a great one.

From helping customers through the gates to answering questions and keeping things running smoothly, you’ll play an important role in making sure our customers feel welcome, supported and ready for their journey.

What you’ll be doing

Are you a friendly, customer-focused individual who thrives in a busy, fast-paced environment? Join our team as a Gateline Operative and be the welcoming face of our station!

As a Gateline Operative, you’ll be responsible for providing high-quality customer service whilst ensuring the smooth operation and maintenance of our automatic ticket gates.

You’ll ensure Northern's interests in terms of revenue being achieved, through pro-active monitoring of the gateline facility, assisting customers with their various needs and ensuring ticket related issues at the gateline are dealt with swiftly and courteously

You’ll work in collaboration with your colleagues throughout the station to create a welcoming and efficient station environment. As well as dealing with customer related issues, you’ll also take responsibility for safe operation of the gateline and reporting any faults as they arise.

If this sounds like your thing, we’d love to hear from you.

What you’ll be doing:

• Assisting customers at the gates with queries, tickets, and travel advice
• Ensuring smooth and efficient operation of the gateline
• Monitoring fare compliance and challenging fare evasion appropriately
• Providing outstanding customer service, even during busy peak times
• Working closely with other station teams to maintain a safe, clean and welcoming environment

About you

• Great communication and people skills
• A calm, professional manner – especially when things get busy
• A team player with a positive, ‘can-do’ attitude
• Willingness to work flexible shifts, including early mornings, evenings, weekends and bank holidays
• Previous customer service experience is helpful, but not essential – full training will be provided

What’s in it for you?

Because we value our people and reward hard work, we’ve created a benefits package that we think you’ll love. So, you’ll be able to make the most of:

• Opportunities to progress and grow - including comprehensive training schemes and a range of online learning courses.
• Full Uniform for Frontline Facing Roles - our frontline people are the face of the business, so we provide you with a stylish and high-quality uniform.
• Cycle to Work Scheme - save up to 42% on the cost of a bike, while also spreading your payments throughout the year.
• Free Travel on Northern services - everyone who works at Northern, plus their partners/spouses and dependents, can travel for free right across our full network of services. *Certain eligibility criteria will apply.
• Defined Benefit Pension Scheme - you’ll rarely find a pension as good as a Northern pension, and we top up your pension with a generous 1.5 times your contribution.
• Employee Assistance Programme - advice, support and useful information 24 hours a day, 365 days a year on everything from family issues to lifestyle matters.
• Exclusive benefits with Northern Perks - enjoy retail discounts, instant vouchers, cashback, wellbeing support and much more.

Please note that Northern reserves the right to close recruitment for this role before the published closing date if high volumes of applications are received. However, if you miss the application window for this particular role, please keep checking back for other opportunities. We are always on the lookout for great people to join the Northern Team!

Why Northern? We’re more than just a train operator. We’re the heartbeat of the North – connecting communities, creating opportunities, and driving sustainable growth. With 2,650 trains running daily, we’re on a mission to improve rail travel and enhance the customer experience while protecting the environment. Back in 1825, the first passenger train set off in the North of England, beginning a journey that would transform travel across the world. We’ve recently celebrated 200 years of the modern railway and, as we reflect on that legacy, our focus is now on the future as Great British Rail takes shape. Join us at this pivotal moment in rail history and play your part in our journey

A place for everyone The best journeys happen when everyone feels welcome on board. At Northern, we don’t just move people from A to B - we’re building a team where everyone feels they belong. Our talent team can make reasonable adjustments to the process if that’s something you need. We're also a Level 2 Disability Confident employer, so if you meet the minimum criteria for the role, we’ll always offer an interview. We automate parts of our screening process to remove any unconscious bias and to make sure every application is treated fairly. All successful offers will be subject to a DBS check and a medical assessment. No matter your background, experience, or whether you call it a bap, barm, or cob… there’s a place for you here in the railway.