Customer Ambassador Ftc 12 Month - Slough, United Kingdom - Great Western Railway

Great Western Railway

Verified Company

Slough, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Salary - £35,574

Who are we?
GWR is the proud custodian of Brunel's railway - one of the most prestigious networks in the world. We have some of the newest trains in the country and exciting plans to extend our services.

With more than one hundred million passenger journeys each year, we carry people to over 275 stations in the South West, from Cornwall and South Wales to London, passing through beautiful country and some of the UK's top tourist destinations.

We are transforming the way people think about train travel, empowering our team of over 6,000 people from all different backgrounds to make it a great experience for our customers.

Together, we will revalue rail as a very special way to travel - relaxing, fast, efficient, friendly and fun.

About the team?

You will be part of a diverse team who are passionate about delivering the GWR values for our customers consistently.

They work together, using their varied skill set, to resolve customer issues and ensure the best possible experience for our passengers

About the job?

It takes a special kind of person to be customer facing at a busy railway station with thousands of customers coming and going every day.

As a Customer Ambassador you won't answer calls or be stuck behind a desk, and you'll be more than a friendly face.

You'll be the face of GWR, taking a calm and collected approach to ensure every customer experience is a memorable and enjoyable journey every time.

Looking after our stations in the area making sure the customer journey is an enjoyable experience by maintaining SQE standards.

Of course, we will empower you to do this so expect to be entrusted with the resources and responsibility to deliver.

If you're ready for a fast-paced customer service challenge with a difference - the journey starts here.

Your main responsibilities will be:

Proactively helping our customers and brightening up their day whatever the weather, making every single journey important.
Covering every inch of your station to go the extra mile for our customers and be empowered to deal with a variety of different situations.
Managing and being proactive in keeping our stations to the highest standards across the area.
Managing station maintenance by completing planned general inspections and by reporting every maintenance issue to helpdesk on daily basis and keeping log of every job until its fixed.
Proactively participate in managing people safety to ensure everyone gets home safely everyday.

You'll need to be:

Someone who can think on your feet and make quick decisions, you must be able to connect with and talk to our customers facetoface
A confident communicator who can put people at ease and help those who are worried or in a hurry in a tactful and sensitive way.
Hard working and share our 'customer first' approach and passion for making a positive difference to the passenger experience.
Understanding of auditing and other station presentation and related processes.
A Selfstarter with a can do attitude, confident when decision making, able to remain calm yet directive in a crisis and find solutions to problems.

As a minimum you will need to have:

Experience of working in a demanding customer-facing role such as retail, aviation, or other customer-facing service sector roles
Education to at least GCSE standard or equivalent
Some knowledge of the local area, including the Marlow and Henley branch lines.

Working pattern?
As we need our Customer Ambassadors to be there morning, noon and evening these roles can't be 9-5. So, you must be flexible and prepared to work between 0645 and 2000 on a shift basis. You'll also need to be able to cover weekend working on a rota.

Your transport options will be vital too, as you may need to be able to get to work before public transport is available.

This role requires shift working including weekends and bank holidays.

Additional information?

This is a fixed term 12 months contract for 35 hour per week.
You would need to be flexible and have a full UK driving licence. Driving a company van to some locations will be needed part of the role.
You would need to support passengers with limited mobility, including use of ramps.
You would need to complete Winterisation duties at the stations which will include platform Ice melting treatment and snow clearance.
Other reasonable tasks as requested by management.

The Reward?

As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including on-going development, defined benefit pension scheme, free rail travel across the GWR network for you and your family, company-sponsored health care plan, discounted shopping and gym membership and an employee assistance programme.

We value our differences such as age, gender, LGBTQIA, ethnicity, religion and disability. We maintain zero tolerance towards any form of prejudice towards our colleagues, custome