Customer Ambassador Team Leader

7 months ago

South West, United Kingdom South Western Railway Full time

**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**:
Customer Ambassadors are 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**:

- As a Customer Ambassador Team Leader GPR, you will provide cover for a variety of shifts as and when required. This will include covering shifts at other local stations when needed.
- 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.
- 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.
- 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.
- 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.
- Maintain ticket stocks, stationery and stores to meet needs, placing orders as required.
- 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.
- 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 (e.g. leaflets and posters) are available and up to date.

**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 that enjoys working with people
- Confident and happy to approach and talk to new people.
- Passionate about doing the right thing - nothing is too much trouble.

**Working pattern**:
Our customers need us all day, every day (except Christmas day) and as part of the stations team, you'll need to 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 shifts in the geographical area of Southampton to Bournemouth with early start times of 05.30 and late finishes up to 20.30. The current roster includes Sundays off and working 1 in 3 Saturdays.

**The Reward**:
**There may on occasions be the opportunity to work on rest days or to do overtime. This may give the possibility of your overall pay being approximately £32,000 per annum plus regional allowance.**

As well as a competitive salary, we offer a variety of valuable benefits, including:

- Free duty and leisure travel on SWR services for employee
- Free leisure travel for spouse/partner and dependants (criteria dependant)
- 75% discount on many other train operating companies
- Full training and support with development
- Large range of exclusive retail offers
- Excellent pension scheme

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, pr

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