Customer Experience Ambassador - London, United Kingdom - DB Arriva

DB Arriva

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Customer Service Ambassador

London, Marylebone

Chiltern Railways are responsible for operating a rail service from London Marylebone through to Birmingham, with many stops in-between around the Buckinghamshire and Oxfordshire areas.

We have a number of new opportunities for Customer Services Ambassadors to join our teams.

The role is Customer Service Ambassador is essential to ensuring our customers have a safe, enjoyable and reliable service when traveling with us.

Within this role you will 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 as well as playing a key role in ensuring customers transition through the station is safe and a seamless experience from the point of arrival to departure.

Working as a Customer Service Ambassador involves working shifts across the day including weekdays, weekends and bank holiday, with early starts and late finishes.

Deliver high standards of customer care and remain highly visible at all times

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

To promote the use of Chiltern Railways Smart Card and digital retailing opportunities

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

Take responsibility for management and safe operation of ticket gates

To provide visible and safe management of 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)

To be the customers conscience in decision making at times of disruption and provide accurate information including the arrangement of onward travel in conjunction with Control

Previous customer service experience

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

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/dependants 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
provides an affordable healthcare cash plan offering a wide variety of benefits including dental, optical, and physiotherapy

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

At Arriva we acknowledge the importance of our people's diverse experiences, talents, and cultures. Embracing diversity and creating inclusion is a key component of our talent strategy. The creation of a diverse, inclusive workforce is central to our ability to unlock potential and enhance our success.