Customer Ambassador Co3 Rdr

**MAIN PURPOSE**

As a South Western Railway Customer Ambassador, you will create a welcoming, positive and friendly atmosphere for our customers from the moment they enter the station. Delivering excellent customer service at all times through your proactive and positive approach you will really make the difference to their overall experience of our service. You will need passion, resourcefulness and the ability to meet challenges head on. You will have the confidence to engage with customers who may require assistance across a wide and varied range of issues from purchasing tickets to advising them on their journeys with real time information and travel alternatives

You will ensure that all of our customers feel valued and that you will make their day.

**SCOPE**

Our aim is to put customers at the heart of our business and our commitment to our customers is integral to our culture of “Making the Difference” and leaving a lasting impression of the quality of our service. The role will ensure we are providing and maintaining consistently high levels of customer service treating our customers as individuals. You will give customers support and guidance to ensure they purchase the correct ticket for their journey or supply them the information they require to make informed decisions using modern up to date technology. You will also ensure that the station environment meets the exacting standards that our customers deserve and expect.

**PRINCIPAL ACCOUNTABILITIES**
- Welcome customers to your station and offer help and assistance as necessary.
- Champion the customers cause and take full ownership through to resolution or satisfactory conclusion of any issues they may have ensuring that their needs are met in an efficient, friendly and professional manner.
- Serve as a key point of contact for customers and efficiently respond to customer enquiries
- Stay current with any train service or local issues as well as knowledge of local amenities and special events
- Proactively assist customers with the self-service machines ensuring they purchase the appropriate ticket for their journey while coaching and educating them on how to use the machine.
- During times of disruption be there for our customers to relay real-time information in a way that is clear, consistent and easy to understand.
- Use social media via your tablet device to keep your customers informed always adhering to the company's guidelines, social media policies and processes
- Ensure the self-service machines are replenished and any fingertip maintenance is carried out as necessary, as per current Cash and Security Regulations.
- Maintain the cleanliness of your environment and equipment at all times, and ensure the station is welcoming for all who use it.
- Report faults as appropriate and follow through to ensure they are rectified or escalated as appropriate.
- Be competent in using all of our retail systems to sell our customers the correct ticket.
- Take responsibility for your personal safety and that of others at all times.
- As and when required carry out automatic ticket gate duties ensuring the positive customer experience is maintained throughout the station.
- Gain robust knowledge of all relevant retail policies and procedures including ticketing restrictions
- Undertake any other important station duties such as passenger assistance or bus liaison, as per local Instructions as and when required.
- Wear your uniform with pride (including name badge) maintaining the highest standards of presentation. If required wear safety clothing as supplied, ensuring that your appearance complies with the company standard at all times.
- Comply with the rules as defined in South Western Railway Employee Handbook, Cash and Security Regulations, Group Standards and Legislation, undertaking periodic re-examination of competency if required.
- Ensure the validity of all rules notices and retail circulars and publications that may affect your working environment and product knowledge.

**SPECIAL FEATURES**

The post-holder will sometimes have to work under pressure, especially during times of disruption, and must maintain a high level of visibility and customer service. The ability to provide a confident, positive, pro-active, polite and friendly service in these situations is essential.

**SPECIFIC EXPERIENCE, KNOWLEDGE AND QUALIFICATIONS**
- Excellent communication skills both written and verbal
- High level of customer focus, with a positive can-do attitude
- Being multi-lingual would be advantageous
- Resilience and the ability to cope in a pressured environment is essential
- Confident in using modern technology

**WORKING PATTERN**

Working an average of 37 hours per week

Rest Day Relief role involving a mixture of early and late turns to cover Locations around the Winchester area to fill gaps in the roster due to leave or rest days.

Earliest start is 05:15, latest finish is 20:45. Most weeks are 6-day weeks with single rest day only. The