Customer Experience Ambassador

5 months ago

Newcastle upon Tyne, United Kingdom FirstGroup Full time

**Who we are**:
We are Lumo, a brand-new transformational, innovative, and digital open access train company who provide regular, cost effective, 100% electric travel across iconic cities including London, Newcastle, and Edinburgh. We are an alternative to flying that is cheaper, kinder to the environment and just as time effective as taking a domestic flight.

Our people are our key to success. We need an engaged, empowered, multiskilled and flexible family of colleagues.

At Lumo we value diversity. We are a progressive and inclusive one family employer. All our colleagues have a voice and are supported to be their authentic selves at work. There will be no demarcation of roles and everyone will play a part in the decision making of the company.

Our commitment is **to provide a** great value services, direct to city centres, whilst also building relationships with local communities and stakeholders along the route. Our service is unlike other rail operators, we endeavour to elevate our service to rival airlines and become the primary choice for travel. Colleagues will actively look for ways to live and breathe our values to help our customers travel well, beyond expectations.

**About you**:
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, have an engaging personality, and a strong sense of pride in delivering an industry leading travel experience.

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.

**What do YOU need to know about this role?**
- **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.
- **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 role**:
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.

The key responsibilities of the role will include, but are not limited to:
**Customer Experience**
- Providing a highly visible & quality presence across customer touchpoints
- Offer a ‘meet & greet' approach at each station, proactively seeking out and assisting customers who require additional help
- Checking tickets
- Proactively assist customers with information for a seamless travel experience. This includes tourist attractions, places to stay, and onward travel so that we provide a beneficial offering to the customer beyond the immediate station environment
- Proactively manage loadings, luggage & reservations to ensure the on-train customer environment is championed at all times.
- Deliver a high quality at seat catering service
- Assist in the coordination of busses, local or rail replacement if train service dictates
- Provide a highly visible and quality presence particularly during times of planned and unplanned service disruption where Passenger Information During Disruption (PIDD) arrangements should be applied.

**Safety Requirements**
- Dealing with Passengers Ill on Train (PIOT), ensuring swift action to support all our customers during these events.
- Attend and participate in safety briefings, team meetings and personal development as appropriate.
- Work with the Control Centre, British Transport Police & other safeguarding agencies to positively impact on customer confidence & safety.

**Rewards & Benefits**
- Minimum of 10% contribution to your Pension (5% employer and 5% employee)
- 33 Days annual leave each year, inclusive of Christmas Day and Boxing Day
- Travel Offers for Bus and Rail across the FirstGroup family of operators after completing six months of employment
- Payroll Giving - donate directly from your pay to a Charity of your Choice
- Shopping Discounts including discounts and cashback on electrical goods, your weekly shop, holidays, cinema trips, car insurance, upgrading your mobile and lots more
- All employee Share Schemes*
- Save as You Earn - gives you the opportunity to save a regular amount each month for three years. At the end of the savings period, you can use your savings to buy shares at a discounted price set at the start of the Scheme or take your savings as cash.
- Buy as You Earn - allows you to buy shares each month, with 2 free ‘

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