Customer Ambassador CO1/2

1 week ago

Virginia Water, United Kingdom FirstGroup Full time
About the job :

As a Customer Ambassador, you are essential to our customer's travel experience. Customers look to you for advice and information for buying the best ticket for their journey. You're knowledgeable and personable, which enables our customers to start their journey effortlessly and with a smile.

Often the first port of call for our customers, whether that be for information, or to buy a ticket, your job is to make sure the customer has everything they need to travel confidently by train.

Your main responsibilities will be:

You will be approaching customers in the station concourse offering help with purchasing tickets, as well as recommending best routes to those that need assistance. 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. This role will involve using several types of technology as well as performing routine maintenance to ticket vending machines. As your experience grows, you will become the font of all knowledge about not only the customer's SWR journey, but about key destinations, attractions and London transport. You will need to be flexible in your approach and not afraid to get stuck in with a variety of tasks as you are responsible for your station and making sure it meets the quality and safety standards our customers expect. Whether this be checking everything is working and safe, to clearing up rubbish, or providing a helping hand to a customer, you are the face of SWR and can make a difference to someone's day. To help you deliver great customer service we will give you the tools for the job. These will range from the smart technology you will need to offer the best possible up to the minute information about our services to the outstanding training programme that will give you the knowledge to provide customers with the correct ticket for their journey.

As a minimum, you will need to be:

Organised, proactive and able to efficiently prioritise tasks. Able to cope with repetitive tasks under pressure. A great communicator that enjoys working with people. Confident and happy to approach and talk to new people. Passionate about doing the right thing – nothing is too much trouble.

Applicants who require a visa must have 6 months remaining at the time of their appointment. Training is full time and you must be able to commit to this.

Working pattern:

Our customers need us all day, every day (except Christmas day) and as part of the stations team, you'll need to able to work shifts at all times of the day and on every day of the week.

On average you will work 25 hours per week over 5 days, working through a rolling 6-week roster. 

Shifts pattern includes the following hours:

1300 - 1820 Monday to Friday, 0750 to 1720 Saturday and 2 rotating rest days per week.

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