Train companies are consulting on plans to modernise customer service across the railway network. I understand that proposals will see staff move from behind the ticket office screens to more visible and accessible roles around stations in order to better support customers. I know ministerial colleagues are keen to see multiskilled, customer-facing staff on railways and stations may need to change what they do or how they do it to ensure that passengers get the required service. Staff will be able to provide a more personal service in future, which can be crucial for those who need additional support at stations and those who cannot or do not want to use contactless or mobile tickets.
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