Customer Experience Ambassador

**Who are we?**

Lumo, is an Open Access train company who provide regular, cost-effective, 100% electric train travel between London and Edinburgh as an alternative to flying that is great value, kinder to the environment and just as time effective as taking a domestic flight.

Our people are key to our success, and we are recruiting an engaged, empowered, multi-skilled and flexible family of colleagues who live and breathe our values of:

- Being proud & passionate people
- Sustainability at our heart
- Staying safe & healthy
- Always learning and improving
- Inclusive one team culture

First Rail is one of the UK's most experienced rail operators, carrying more than 345m passengers across four franchises (Great Western Railway, and Avanti West Coast) and our open access operators (Hull Trains and the newly launched Lumo). We operate all types of passenger railways - intercity, commuter, regional and sleeper services.

Lumo 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 team**

The Customer Experience Team key interfaces are with all of Lumo's customer touchpoints, ensuring that the customer experience strategy for Lumo is developed and expertly delivered.

The Customer Experience Team have a true passion for excellence in customer experience, we are committed to driving innovation, leading business improvement, people development, safety and performance.

**About the job**

Ambassadors have a passion for customer experience excellence, an engaging personality and a strong sense of pride in delivering an industry leading end to end travel experience.

Their primary role is to act as Brand Ambassadors, delivering a dedicated, high-profile engaged presence across all on-train customer touchpoints so that our customers can ‘Travel Well'. They will work collaboratively with a can-do attitude, always seeking opportunities to delight the customer and enhance their customer experience, promoting the reputation of our business with our customers, stakeholders & partners.

**Your main responsibilities will be**:
**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.

**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 location**

You must be located within a 60-minute commute of Newcastle upon Tyne, our offices are located behind Newcastle Central Station.

**Working pattern**

35 hours per week, working a rotating 24/7 roster coverage. Full and part time hours available

**Additional Information**

To apply, please submit a covering letter with your CV. Your covering letter you should explain why this is the right position for you in 250 to 300 words.

**The Reward**
- Defined Contribution Pension Scheme - We will pay in a minimum of 10% (5% employee contribution and 5%