Retail Counter Assistant
The Watercress Line is a living museum. Its visitors gain many opportunities to experience and learn about the role played by railways and steam power in the development of the communities, industry and commerce in the Alresford to Alton area of the Hampshire countryside while also enjoying a range of heritage, family and enthusiast events throughout the year … while also enjoying the ultimate family day out! The Watercress Line’s volunteers are its backbone.
They work alongside a small number of specialist employed staff to:
1. manage and operate the railway, and to develop these professional skills
2. deliver all the commercial activities and visitor events including education and museum
3. restore and preserve the heritage rolling stock, structures, equipment, archives and artefacts.
Role Title: | Retail Counter Assistant |
|---|---|
Location: | Retail outlets (various, at WCL stations):
viz. Railway Shop at Alresford, Railway Shop at Ropley, platform Kiosk at Alton |
Time Agreed: | 10.30-17.00 on all days train services run (weekdays and weekends incl Bank Hols)
Volunteers please attend regularly: we expect at least twice per month, minimum. |
Purpose and Business Objective: | To be a positive face of the Railway and promote secondary spending. |
Tasks to include: | • Serving customers
• Making hot drinks (Alton Kiosk only, … and washing-up containers at end of shift)
• Replenishing stock, including placing and receiving ad-hoc stock/supplies orders
delivered by train services), and performing stock date rotation
• (at Alton Kiosk and occasionally at Ropley Shop):
Printing-out pre-booked train tickets & selling on-the-day tickets using the EPOS till
• Assisting with customer enquiries/questions
• Taking payments: contactless, cards and cash, and Cashing-up
• Feeding back customer comments/feedback to line manager
• Wearing uniform/clothing as set out by department leader
• Attend and pass any training that may be appropriate |
Training Opportunities:
– competences to gain
(FOC to volunteer) | Previous or current retail (or catering) experience is welcome but not required.
The following training courses are provided:
• WCL EPOS modules:
level 1: Basic instruction/working (supervised)
level 2: Competent Sole Operator
level 3. Advanced: Opening-up, Cash-up, Closing
• Customer Appreciation/Interaction Skills
• Emergency First-Aid at Work
• Food Safety (at least wrt hot drinks, Milk freshness etc.)
• Manual Handling in the Workplace
• … and some coaching (eg teamwork) and awareness (e.g. mental health) training |
Reporting to: | Retail Supervisor (Freda Lawes, at March 2025), or relevant other supervisor |
A volunteer in this role cannot: | • Go trackside |
A volunteer in this role should avoid: | • Performing outside tasks (unrelated to WCL) while on duty i.e. distractions
• Lifting heavy boxes without assistance |
A volunteer in this role ideally:
(is/has/can …) | • People focused
• Comfortable with lone working
• Trustworthy
• Confident with money handling
• Willing to learn computer till system (EPOS) |
Please note:
- All volunteers must sign in at the start of and sign-out at the end of their role’s rostered periods.
- Volunteers must read and abide by the conduct guidance set out in the WCL Volunteer Handbook.
- Where specific departmental health and safety rules apply it is the volunteer’s responsibility to maintain awareness and to operate by those rules at all times when on site.
- Certifications and Qualifications required in specific roles must be current and complete.
