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Train Safety and Customer Experience Officer
2 months ago
About the Role:
As a key member of our on-board team, you will be responsible for ensuring the safety and comfort of our customers while providing exceptional customer service. This role requires a high level of adaptability, proactivity, and attention to detail.
Main Responsibilities:
- Ensure the safety of customers and colleagues at all times, identifying and mitigating potential risks.
- Act as an ambassador for FirstGroup, exceeding customer expectations and promoting a positive brand image.
- Manage periods of disruption effectively, communicating with customers and colleagues to minimize impact.
- Provide regular announcements and updates to customers, ensuring they are informed and engaged throughout their journey.
- Manage the operational safety of the train, including customer boarding and alighting, dispatching, and on-board safety.
- In emergency situations, respond promptly and effectively to ensure the safety of customers and colleagues.
Requirements:
- Be prepared to work flexibly, including early and late shifts, and adapt to changing circumstances.
- Be able to multitask and work systematically, both individually and as part of a team.
- Enjoy interacting with customers and colleagues, providing a high level of customer service and support.
- Be able to recognize and respond to changing safety and customer requirements.
- Maintain excellent focus and self-motivation, even in challenging situations.
- Undertake manual handling activities and assist customers with boarding and alighting the train.
Working Pattern:
On average, you will work 37 hours per week over 4.5 days, with a mix of early and late shifts across 7 days.
Additional Information:
Due to the nature of the role, we have strict requirements around drugs and alcohol, and you will be required to pass a medical check to ensure your general health and eyesight meet our standards.
You must be over 18 years old and, if applicable, have a minimum of 18 months on your visa at the time of appointment.
As a successful candidate, you will undergo training in Basingstoke, with travel to and from the training centre in addition to your working day. You will have free travel on FirstGroup services.
The Reward:
£24,450 per annum rising to £35,257 per annum after completion of training and a further 12 months fully qualified, plus a regional allowance of £999.
As well as a competitive salary, we offer a range of benefits, including:
- Free duty and leisure travel on FirstGroup services for employees
- Free leisure travel for spouses/partners and dependents (criteria-dependent)
- 75% discount on many other train operating companies
- An annual leave entitlement of 30 days
- Full training and support with development
- A large range of exclusive retail offers
- An excellent pension scheme
