Customer Experience Ambassador - London, United Kingdom - DB Arriva

DB Arriva

Verified Company

London, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Customer Experience Ambassador

This role will be based in Marylebone Station
Chiltern Railways are looking for a Customer Experience Ambassador to join the team.

The purpose of this role is to be responsible for maintaining high standards of presentation in self and the business environments.

Being responsible for ensuring our customers have a safe, enjoyable, and seamless experience from the point of arrival to departure and beyond.

The post holder will always offer a highly motivated, proactive and consistent approach to delivering exceptional customer experiences, always striving to put the customer at the heart of everything we do and understand individual customer needs, taking ownership of tasks and situations to ensure customer excellence at every opportunity.

Playing a key role in delivering exceptional customer experiences, always striving to put the customer at the heart of everything we do and understand individual customer needs, taking ownership of tasks and situations to ensure customer excellence at every opportunity.- Being responsible for maintaining high standards of presentation in self and the business environments - front and back of house.-

Being responsible for ensuring our customers have a safe, enjoyable, and seamless experience from the point of arrival to departure and beyond.

Always striving to support our vision of "being the best railway" and "ensuring everyone home safe every day".

The Customer Experience Ambassador is responsible for the delivery of a world class customer experience at London Marylebone through delivering exceptional customer experiences for our customers.

Core duties and behaviours are;

Safety
Deal with anti-social behaviour, always ensure own personal safety and that of others in line with applicable company standards and procedures

Take responsibility for management and safe operation of ticket gates

Carry out Winter Weather treatment if necessary: gritting areas of the station/ snow clearance

To lead and/or assist during evacuations, including drills and tests, as outlined in the Evacuation Procedure

To deal with spillages/litter on the concourse and communicate issues to the Station Cleaning Contractors to ensure station cleanliness as required

Assist in leading the station security officers to best manage the flow of customers through the station and gate lines, whilst ensuring security checks and patrols are maintained to the appropriate

levels

Assist and advise station security of unusual activity/ unattended luggage in accordance with HOT Protocol and Station Security Plan

People
Value and embrace diversity and support an inclusive and diverse culture

Treat each other with dignity and respect

Customers
Deliver world class customer experience with passion

Deliver consistently high standards of proactive and reactive customer care

Always remain highly visible

Take ownership of customer queries, resolving where possible on the spot, across all station key areas

Ability to adapt how you communicate to different audiences and be respectful of individual needs.

Take responsibility for the overall appearance and cleanliness of the station to ensure that it is maintained to the highest standard

To always wear uniform to the correct guidelines and maintain a high level of personal appearance and grooming

To ensure that all literature including timetables leaflets, customer comment forms etc are always readily available on the stations, are up to date and correctly presented and in line with Marketing guidelines

Ensure station information is accurate and clear for customers

Ensure customers with accessibility needs have a personalised experience to meet their individual needs

Proactively review and maintain station literature to meet the needs of our customers

Responsible for ensuring all equipment on the station is operating effectively, report faults and ensure resolution in agreed service level timescales

During engineering works or outside of normal service operation, provide customer assistance and manage alternative transport

To assist the Station Management Team in times of disruption as required

Ticket Office
Carry out all tasks to comply with Cash Regulations, and Office Security procedures

Ensure all accounting documentation is completed accurately in line with company Accountancy Procedures

Maintain and account for all self-service ticket systems as per instructions

Keep a record of all refunds and pay out authorised refunds when necessary within delegated authority

Order stationery, leaflets, posters and ticket stock through the appropriate party

To remain calm and consistent in approach at all times

To be the customers conscience in decision making at times of disruption and provide accurate information

Ensure that consistent and timely information is disseminated to all staff and customers using customer focused language in line with company

Passenger Information During Disrupti