Customer Ambassador

6 days ago

London, Greater London, United Kingdom GTR (Govia Thameslink Railway) Full time

Our Customer Ambassadors areresponsible for ensuring that the right information reaches all of our customers, your role will focus on ensuring that up to date train service information reaches our customers. Although you won't be customer facing, your customer service skills will be vital for your communications with internal and external stakeholders.

To succeed in this role, first and foremost, you'll need excellent PC literacy, and will be able to input data quickly and accurately. Our Customer Ambassadors are the stars behind our customer information systems, which keep passengers up to date across our network. Our trains run at all hours, day and night, so you'll be part of a 24:7 shift rota, and will have to ensure that you're able to get to Three Bridges, even outside of our service times. You'll need to have excellent verbal and written communication skills, and when necessary, be able to make or record verbal announcements clearly so that they can be understood in busy stations. Customer service excellence has been a part of the way that you work for many years. Knowledge or experience of the UK passenger rail industry is also highly beneficial but not essential.

We're passionate about promoting team leaders and managers from within our teams, so are looking for applicants who take responsibility for their own actions, and display growing leadership qualities.

Key roles and responsibilities

  • Monitor service frequency against advertised timetable ensuring information is supplied of service gaps and customer needs for all GTR stations.
  • Utilise the GTR Managing Disruption procedures to ensure that maximum levels of accurate, consistent information are supplied to staff and customers when required
  • Undertake, and keep up to date, long line public address announcements on GTR routes
  • Ensure key stakeholders are kept informed about delays and cancellations during service disruption
  • Responsible for taking in the dissemination and delivery of timely, accurate, detailed information regarding GTR train service provision.

Full JD attached

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