Customer Service Ambassador

2 weeks ago

London, Greater London, United Kingdom DB Arriva Full time

Customer Service Ambassador

London, Marylebone

£31,704
Chiltern Railways are looking for Customer Service Ambassadors to join us, based from London Marylebone Station. Being on the front you you will be at the heart of our business, representing Chiltern Railways and our values


In this role you will need to be able to provide a high class, experiential level of customer service through proactively anticipating and responding to the demands of customer needs and taking ownership of tasks.

In addition, you will be responsible for promoting and ensuring retail opportunities, station presentation and cleanliness are of a high standard at all times.

You will also play a key role in ensuring customers transition through the station is safe and a seamless experience from the point of arrival to departure.


Hours of work, including weekends:

  • Earliest start 06:20
  • Latest finish 23:55
You will need to be able to travel to stations for shifts outside of public transport hours of operation

Deliver consistently high standards of proactive and reactive customer care and remain highly visible at all times

Take responsibility for the overall appearance and cleanliness of the station to ensure that it is maintained to the highest standard

To undertake the sale of all Chiltern Railways and National Rail products and services from all available ticket issuing systems and any other products which may be retailed through stations from time to time in accordance with retailing standards

To promote the use of Chiltern Railways Smart Card and digital retailing opportunities

Keep a record of all refunds and pay out authorised refunds when necessary within delegated authority

Carry out all tasks to comply with Cash Regulations, Accountancy, and Office Security procedures

Maintain and account for all self-service ticket systems as per instructions

To perform Penalty Fare duties as required on behalf of the Revenue Protection team as required

Take responsibility for management and safe operation of ticket gates, platform operations and customer loadings

To actively assist any passengers with special needs to ensure timely boarding of trains in accordance with Disabled Persons Protection Policy (DPPP)

During special events and at times of disruption, ensure the safe management of crowds as outlined in the Station Overcrowding Procedure

During engineering works, provide customer assistance and manage alternative transport

Pre-record auto announcements as and when required and make live announcements, ensuring passengers have the most up to date information as appropriate

Deal with anti-social behaviour, ensure own personal safety and that of others at all times in line with applicable company standards and procedures

Carry out Winter Weather treatment if necessary: gritting areas of the station/ snow clearance

To undertake Lost Property duties in accordance with ATOC and Company Lost Property Procedures

  • Experience working in a customer service role
Ideally able to speak second language (Mandarin, Arabic in particular)

Strong interpersonal skills

Clear and confident communicator

Computer literate with necessary keyboard skills

Ability to deal with conflict situations

Passionate about delivering excellent customer service

Honest & trustworthy

Takes ownership of tasks/queries from beginning to end

Confident in approach and professional at all times

Attitude and aptitude to understand and operate on-site equipment

Smart and presentable appearance

Lives within commuting distance of Oxford Parkway station

Able to travel to stations for shifts outside of public transport hours of operation


At Chiltern, we work in an environment where diversity is essential, inclusion is our culture, and each person knows they belong and matter.


We offer a competitive salary and benefits package, a culture of respect, challenge and innovation - with excellent opportunities for growth and development.


Our benefits include:

***- All active staff and their eligible partners/dependents are entitled to free standard class leisure travel on Chiltern Railways, Cross Country, Arriva Rail London, Grand Central and NEXUS

  • Active staff are also entitled to residential and duty standard class travel on all of the above services
  • Defined Benefit Pension Plan
  • Arriva Village access to online benefits and discounts
  • Cycle to Work Scheme
  • Employee Assistance Plan


 Physio Line
  • We offer complementary 24hour physio for everyone


 Health Shield

 Health Shieldprovides an affordable healthcare cash plan offering a wide variety of benefits including dental, optical, and physiotherapy

  • Eye Care
  • You're entitled to free eye tests and if you need glasses for computer use we will pay up to £80.00 towards your lenses and frames
  • We offer 25 days annual leave as well as statutory holidays
  • Flexible working


 Support
  • Peer Support, Samaritans, and Railway Chaplains
At Arriva we acknowledge the import

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