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:
1. Often the first port of call for our customers, whether that be for information, or to buy a ticket, your job is to make sure the customer has everything they need to travel confidently by train.
2. As your experience grows, you will become the font of all knowledge about not only the customer's SWR journey, but about key destinations, attractions and London transport.
3. You will need to be flexible in your approach and not afraid to get stuck in with a variety of tasks as you are responsible for your station and making sure it meets the quality and safety standards our customers expect. Whether this be checking everything is working and safe, to clearing up rubbish, or providing a helping hand to a customer, you are the face of SWR and can make a difference to someone's day.
4. To help you deliver great customer service we will give you the tools for the job. These will range from the smart technology you will need to offer the best possible up to the minute information about our services to the outstanding training programme that will give you the knowledge to provide customers with the correct ticket for their journey and a Level 2 Customer Service Practitioner Apprenticeship which will complement the skills you already have by giving you a real vocational qualification.
5. Maintain ticket stocks, stationery and stores to meet needs, placing orders as required.
6. Take the lead in all areas of retailing for the station, leading by example and providing information and support to team members working within the ticket office.
7. Coordinate tasks in the ticket office, working with the team to ensure that windows are operational, stocks are complete, cash and safe checks are made, faults are investigated and customer information (. leaflets and posters) are available and up to date.
As a minimum, you will need to be:
8. A dynamic leader with a strong customer service background
9. Organised, proactive and able to efficiently prioritise tasks.
10. Able to cope with repetitive tasks under pressure.
11. A great communicator that enjoys working with people
12. Confident and happy to approach and talk to new people.
13. 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.
The Working Pattern:
You will be working an average of 37 hours per week across 5 days per week, on a rotating shift pattern.
Typical shift times include:
Earliest start 05:50, latest finish 20:30 Monday - Saturday
Sunday is 07:00 start, latest finish 18:00
The Reward:
We offer a variety of valuable benefits, including:
14. Free duty and leisure travel on SWR services for employee
15. Free leisure travel for spouse/partner and dependants (criteria dependant)
16. 75% discount on many other train operating companies
17. Full training and support with development
18. Large range of exclusive retail offers
19. Excellent pension scheme