Who are we?
South Western Railway (SWR) operates over 1,500 services each weekday across the network and employs more than 5,000 people. We provide easy and convenient mobility, connecting people and communities in South West London, southern counties of England and the Isle of Wight.
Join our team and help us continue to improve quality of life, by bringing people together to get the most out of life.
SWR is part of FirstGroup, the largest rail operator in the UK and second largest bus operator in the UK outside London. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.
About the job:
As a Customer Ambassador, you are essential to our customer's travel experience. Customers look to you for advice and information for buying the best ticket for their journey. You're knowledgeable and personable, which enables our customers to start their journey effortlessly and with a smile.
Your main responsibilities will be:
* Provide cover for a variety of shifts as and when required, including covering shifts at other local stations.
* Be the first port of call for customers seeking information or ticket purchases, ensuring they have everything they need to travel confidently by train.
* Become knowledgeable about the customer's SWR journey, key destinations, attractions, and London transport.
* Be flexible and take on various tasks to ensure your station meets quality and safety standards, including checking equipment, cleaning, and assisting customers.
* Utilize smart technology to provide up-to-date information about services and participate in a Level 2 Customer Service Practitioner Apprenticeship.
* Maintain ticket stocks, stationery, and stores, placing orders as required.
* Lead by example in all areas of retailing for the station and provide support to team members in the ticket office.
* Coordinate tasks in the ticket office, ensuring operational windows, complete stocks, cash checks, and availability of customer information.
As a minimum, you will need to be:
* A dynamic leader with a strong customer service background.
* Organised, proactive, and able to efficiently prioritise tasks.
* Able to cope with repetitive tasks under pressure.
* A great communicator who enjoys working with people.
* Confident and willing to approach and talk to new people.
* Passionate about doing the right thing – nothing is too much trouble.
Applicants who require a visa must have 6 months remaining at the time of their appointment. Training is full time, and you must be able to commit to this.
Working pattern:
Our customers need us all day, every day (except Christmas day), and as part of the stations team, you'll need to be able to work shifts at all times of the day and on every day of the week.
On average, you will work 37 hours per week over 5 days, including early, late, and weekend shifts.
As a General Purpose Relief, you will cover stations across the Metro Region. Shift times vary from 0530 to 1345 and 1400 to 2215 every day of the week.
A car is essential as you will be starting at some stations before the first trains.
The Reward:
There may on occasions be the opportunity to work on rest days or to do overtime, potentially increasing your overall pay to approximately £32,000 per annum plus regional allowance.
In addition to a competitive salary, we offer a variety of valuable benefits, including:
* Free duty and leisure travel on SWR services for employees.
* Free leisure travel for spouse/partner and dependants (criteria dependent).
* 75% discount on many other train operating companies.
* Full training and support with development.
* Large range of exclusive retail offers.
* Excellent pension scheme.
We all belong at SWR. FirstGroup's vision is to provide an inclusive environment for all colleagues, ensuring all candidates have an equal opportunity to access meaningful employment.
We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.
We celebrate and encourage diversity of thought, progressive ways of working, and seeing all our colleagues grow and thrive.
If you require additional support to complete your application due to a disability or neurodivergent condition, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.
https://exceptionalindividuals.com/neurodiversity/
https://www.healthassured.org/blog/neurodiversity/
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