Who are we?
Lumo is an Open Access train company that provides regular, cost-effective, 100% electric train travel between London and Edinburgh as an alternative to flying. Our service is great value, kinder to the environment, and just as time effective as taking a domestic flight.
Our people are key to our success, and we are recruiting an engaged, empowered, multi-skilled, and flexible family of colleagues who live and breathe our values of:
* Being proud & passionate people
* Sustainability at our heart
* Staying safe & healthy
* Always learning and improving
* Inclusive one team culture
First Rail is one of the UK's most experienced rail operators, carrying more than 345m passengers across four franchises (Great Western Railway, South Western Railway, and Avanti West Coast) and our open access operators (Lumo and Hull Trains). We operate all types of passenger railways - intercity, commuter, regional, and sleeper services.
Lumo is part of FirstGroup, the largest rail operator in the UK and the 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 team
Our Customer Experience Ambassadors have a passion for customer experience, an engaging personality, and a strong sense of pride in delivering an industry-leading end-to-end travel experience.
About the job
We are recruiting for a number of fixed-term contract roles between 12 and 24 months. As a Customer Experience Ambassador, you will have a passion for delivering outstanding customer experiences from the moment our customers board and throughout the journey. You will always seek opportunities to delight the customer and enhance their experience to ensure their journey is unforgettable.
Although there are no formal educational requirements for this role, you must possess strong communication skills both written & verbally and have basic maths comprehension.
Your main responsibilities will be:
* Customer Experience
o Providing a highly visible & quality presence across customer touchpoints
o Offer a ‘meet & greet' approach at each station, proactively seeking out and assisting customers who require additional help
o Checking tickets
o Proactively assist customers with information for a seamless travel experience, including tourist attractions, places to stay, and onward travel
o Proactively manage loadings, luggage & reservations to ensure the on-train customer environment is championed at all times.
o Deliver a high-quality at-seat catering service
o Assist in the coordination of buses or local rail replacement if train service dictates
o Provide a highly visible and quality presence particularly during times of planned and unplanned service disruption.
* Safety Requirements
o Dealing with Passengers Ill on Train (PIOT), ensuring swift action to support all our customers during these events.
o Attend and participate in safety briefings, team meetings, and personal development as appropriate.
o Work with the Control Centre, British Transport Police & other safeguarding agencies to positively impact customer confidence & safety.
What do YOU need to know about this role?
* There are some key things that you must consider should you be successful when applying for a role with Lumo:
o Learning & Development: Lumo has a commitment to our colleagues to continually develop you throughout your career. With 90% of our existing colleagues in further education to support their role, if you are successful with your application you will be signed up to an apprenticeship which will support your personal development alongside your practical knowledge.
o Lodging: When undertaking the activities of this role, colleagues are required to work a rotating 24/7 roster coverage which includes lodging away from Newcastle, in both Edinburgh and London. We will ensure that you are provided with comfortable accommodation, evening meals, and breakfast, ready to start your next shift.
o Annual Leave: You will be entitled to 33 days annual leave in a full calendar year. To ensure that our trains run to service, 25 days of your annual leave will be allocated to you along with Christmas Day and Boxing Day. The remaining 6 days can be used at your discretion.
About the location
You must be located within a 60-minute commute of Newcastle upon Tyne, as our offices are located behind Newcastle Central Station.
Working pattern
35 hours per week, working a rotating 24/7 roster coverage.
Additional Information
To apply, please submit a covering letter with your CV. Your covering letter should explain why this is the right position for you in 250 to 300 words.
We do reserve the right to close this advertisement early if we receive a high volume of suitable applications.
The Reward
* Defined Contribution Pension Scheme – We will pay in a minimum of 10% (5% employee contribution and 5% employer contribution) to a maximum total contribution of 20%.
* Incentive Scheme/Bonus of up to 10% of your annual salary
* Employee Assistance Programme
* Travel Offers – Free travel on Lumo services and travel offers for bus and rail tickets and Day Rover Rail tickets at a discounted price for friends and family (after 6 months of service).
* Shopping & Lifestyle Discounts
* Discounted Gym Membership
* Employee Share Plans (Save as you Earn and Buy as you Earn)
* NEXUS – Tyne and Wear Metro Discount
* Life Assurance Cover 4 x your annual salary
* Income Protection Scheme
* 25 days annual leave plus bank holidays
* Access to a digital GP 24/7
* Tax Benefit Bike Scheme
We all belong at Lumo. 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.
We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.
If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, 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.
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