Customer Service Ambassador - London, United Kingdom - DB Arriva
Description
Customer Service Ambassador
London, Marylebone
£31,704
Chiltern Railways are looking for Customer Service Ambassadors to join us, based from London Marylebone Station. Being on the front you you will be at the heart of our business, representing Chiltern Railways and our values
In this role you will need to be able to provide a high class, experiential level of customer service through proactively anticipating and responding to the demands of customer needs and taking ownership of tasks.
In addition, you will be responsible for promoting and ensuring retail opportunities, station presentation and cleanliness are of a high standard at all times.
You will also play a key role in ensuring customers transition through the station is safe and a seamless experience from the point of arrival to departure.
Hours of work, including weekends:
- Earliest start 06:20
- Latest finish 23:55
Deliver consistently high standards of proactive and reactive customer care and remain highly visible at all times
Take responsibility for the overall appearance and cleanliness of the station to ensure that it is maintained to the highest standard
To undertake the sale of all Chiltern Railways and National Rail products and services from all available ticket issuing systems and any other products which may be retailed through stations from time to time in accordance with retailing standards
To promote the use of Chiltern Railways Smart Card and digital retailing opportunities
Keep a record of all refunds and pay out authorised refunds when necessary within delegated authority
Carry out all tasks to comply with Cash Regulations, Accountancy, and Office Security procedures
Maintain and account for all self-service ticket systems as per instructions
To perform Penalty Fare duties as required on behalf of the Revenue Protection team as required
Take responsibility for management and safe operation of ticket gates, platform operations and customer loadings
To actively assist any passengers with special needs to ensure timely boarding of trains in accordance with Disabled Persons Protection Policy (DPPP)
During special events and at times of disruption, ensure the safe management of crowds as outlined in the Station Overcrowding Procedure
During engineering works, provide customer assistance and manage alternative transport
Pre-record auto announcements as and when required and make live announcements, ensuring passengers have the most up to date information as appropriate
Deal with anti-social behaviour, ensure own personal safety and that of others at all times in line with applicable company standards and procedures
Carry out Winter Weather treatment if necessary: gritting areas of the station/ snow clearance
To undertake Lost Property duties in accordance with ATOC and Company Lost Property Procedures
- Experience working in a customer service role
Strong interpersonal skills
Clear and confident communicator
Computer literate with necessary keyboard skills
Ability to deal with conflict situations
Passionate about delivering excellent customer service
Honest & trustworthy
Takes ownership of tasks/queries from beginning to end
Confident in approach and professional at all times
Attitude and aptitude to understand and operate on-site equipment
Smart and presentable appearance
Lives within commuting distance of Oxford Parkway station
Able to travel to stations for shifts outside of public transport hours of operation
At Chiltern, we work in an environment where diversity is essential, inclusion is our culture, and each person knows they belong and matter.
We offer a competitive salary and benefits package, a culture of respect, challenge and innovation - with excellent opportunities for growth and development.
Our benefits include:
***- All active staff and their eligible partners/dependents are entitled to free standard class leisure travel on Chiltern Railways, Cross Country, Arriva Rail London, Grand Central and NEXUS
- Active staff are also entitled to residential and duty standard class travel on all of the above services
- Defined Benefit Pension Plan
- Arriva Village access to online benefits and discounts
- Cycle to Work Scheme
- Employee Assistance Plan
- Physio Line
- We offer complementary 24hour physio for everyone
- Health Shield
- Health Shield
- Eye Care
- You're entitled to free eye tests and if you need glasses for computer use we will pay up to £80.00 towards your lenses and frames
- We offer 25 days annual leave as well as statutory holidays
- Flexible working
- Support
- Peer Support, Samaritans, and Railway Chaplains
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