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- Tasks: Deliver exceptional customer experiences and ensure safety at London Marylebone Station.
- Company: Join a leading railway company committed to customer excellence and safety.
- Benefits: Enjoy a competitive salary, dynamic work environment, and opportunities for personal growth.
- Why this job: Be part of a team that prioritises customer satisfaction and safety while making a real impact.
- Qualifications: Experience in customer service, good English and Maths skills, and a commitment to teamwork.
- Other info: Permanent position with potential for shifts outside public transport hours.
Customer Experience Ambassador
Make sure to apply with all the requested information, as laid out in the job overview below.
London Marylebone Station
Permanent
£36,622 per annum
Please Note: For the full job description please follow the application link.
Job Purpose
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”.
Key Accountabilities
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
* 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
* 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
Customers
* Deliver consistently high standards of proactive and reactive customer care
* 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.
* 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 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
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
* Keep a record of all refunds and pay out authorised refunds when necessary within delegated authority
* 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 Disruption standards.
* By working with the ICC arrange the provision of alternative transport in times of disruption
* Ensure locked stock items are recorded in accordance with the laid down procedures
Gate line
* Take responsibility for management and safe operation of ticket gates
* Ensure maintain product and equipment knowledge eg Cubic gates and tickets
* To manage the customer flows through the gate line and station environment. Ensuring safe and seamless transition through the station
* Undertaking revenue protection duties to ensure all customers have the right tickets for their journeys
In addition, a Customer Service Ambassador will, if required, carry out any reasonable instruction from the Customer Experience Supervisor or Manager.
Personal Specification:
Essential Criteria
Knowledge, Experience, Skills and Behaviours
* Proven experience of delivering excellent customer service
* Proven experience of effectively managing self and team targets to deliver business objectives
* Ability to demonstrate good English and Maths skills
* Ability to follow and understand importance of key processes and procedures
* Lives within commuting distance of the Train Station
* Able to travel to stations for shifts outside of public transport hours of operation
This job description sets out the main duties and responsibilities of the job holder. It does not constitute an exhaustive or comprehensive description of duties and the job holder will be required to carry out any additional tasks as and when requested to do so by their manager. Responsibilities and duties may also change in light of future business needs and personal development
Customer Service Team Member employer: Chiltern Railways
Contact Detail:
Chiltern Railways Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Member
✨Tip Number 1
Familiarise yourself with the specific customer service standards and procedures of the company. Understanding their approach to customer care will help you align your responses during interviews and demonstrate that you're a good fit for their team.
✨Tip Number 2
Showcase your ability to handle difficult situations by preparing examples from your past experiences. Think about times when you resolved customer complaints or managed challenging interactions, as these stories can highlight your problem-solving skills.
✨Tip Number 3
Research the station's environment and any recent changes or developments. Being knowledgeable about the location and its operations can give you an edge in discussions, showing your genuine interest in the role and the company.
✨Tip Number 4
Network with current or former employees if possible. They can provide insights into the company culture and expectations, which can be invaluable when preparing for your interview and understanding what it takes to succeed in the role.
We think you need these skills to ace Customer Service Team Member
Some tips for your application 🫡
Understand the Role: Read through the job description carefully to understand the key responsibilities and expectations of a Customer Experience Ambassador. Tailor your application to highlight relevant experiences that align with these duties.
Highlight Customer Service Skills: Emphasise your proven experience in delivering excellent customer service. Use specific examples from your past roles to demonstrate how you've successfully managed customer queries and ensured satisfaction.
Showcase Adaptability: Mention your ability to adapt communication styles to different audiences, as this is crucial for the role. Provide examples of how you've tailored your approach to meet individual customer needs in previous positions.
Proofread Your Application: Before submitting, make sure to proofread your application for any spelling or grammatical errors. A well-presented application reflects your attention to detail and professionalism, which are important traits for this position.
How to prepare for a job interview at Chiltern Railways
✨Showcase Your Customer Service Skills
Make sure to highlight your previous experience in customer service. Share specific examples of how you've gone above and beyond to meet customer needs, as this role is all about delivering exceptional experiences.
✨Demonstrate Adaptability
The job requires adapting communication styles to different audiences. Prepare to discuss situations where you've successfully adjusted your approach to cater to individual customer needs or resolved conflicts.
✨Understand Safety Protocols
Familiarise yourself with safety procedures relevant to the role. Be ready to discuss how you would handle situations involving safety, such as dealing with anti-social behaviour or assisting during evacuations.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Think of examples where you've had to manage disruptions or provide accurate information under pressure, as these are key aspects of the role.
