Customer Experience Ambassador in London

Who are we? First Rail Stirling is a brand-new enterprise and start-up rail operator that will run an exciting long-haul train service crossing the entire country. The service will run from London to Stirling, reuniting Stirling with a direct service to the West Coast of England during the day. We are transforming the way people think about train travel, empowering our 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, and sustainable.

FirstRail Stirling, operating under Lumo, is part of FirstGroup, the largest rail operator in the UK and second largest bus operator in the UK outside London. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.

About the Role: Ambassadors have a passion for customer experience excellence, an engaging personality, and a strong sense of pride in delivering an industry-leading end-to-end travel experience. Their primary role is to act as Brand Ambassadors, delivering a dedicated, high-profile engaged presence across all on-train customer touchpoints so that our customers can ‘Travel Well'. They will work collaboratively with a can-do attitude, always seeking opportunities to delight the customer and enhance their experience, promoting the reputation of our business with our customers, stakeholders & partners.

Your main responsibilities will be:

• Provide a highly visible & quality presence across customer touchpoints.
• Offer a ‘meet & greet' approach at each station, proactively seeking out and assisting customers who require additional help.
• Check tickets.
• Proactively assist customers with information for a seamless travel experience, including tourist attractions, places to stay, and onward travel.
• Proactively manage loadings, luggage & reservations to ensure the on-train customer environment is championed at all times.
• Deliver a high-quality seat catering service.
• Assist in the coordination of buses, local or rail replacement if train service dictates.
• Provide a highly visible and quality presence particularly during times of planned and unplanned service disruption.

Safety Requirements: Deal with Passengers Ill on Train (PIOT), ensuring swift action to support all our customers during these events. Attend and participate in safety briefings, team meetings and personal development as appropriate. Work with the Control Centre, British Transport Police & other safeguarding agencies to positively impact on customer confidence & safety.

What do YOU need to know about this role?

• You must be 18 years of age or older as this is an industry requirement.
• You will need to live within 60 minutes travel time to the depot, which is located at London Euston, without using public transport when it is not available.
• The ability to work shifts of varying start times, including weekends and night shifts.
• Not have defective colour vision.

Learning & Development: Lumo has a commitment to our colleagues to continually develop you throughout your career. With 95% of our existing colleagues in further education to support their role, if you are successful with your application, you will be signed up to an apprenticeship which will support your personal development alongside your practical knowledge.

Lodging: When undertaking the activities of this role, colleagues are required to work a rotating 24/7 roster coverage which may include lodging away from home for training and dependent on diagrams. We will ensure that you are provided with comfortable accommodation, evening meals and breakfast, ready to start your next shift.

Annual Leave: You will be entitled to 33 days annual leave in a full calendar year. To ensure that our trains run to service, 25 days of your annual leave will be allocated to you along with Christmas Day and Boxing Day. The remaining 6 days can be used at your discretion.

About the location: You must be located within a 60-minute commute of London Euston.

Working pattern: 35 hours per week, working a rotating 24/7 roster coverage.

Additional Information: To apply, please submit a covering letter with your CV. Your covering letter should explain why this is the right position for you in 250 to 300 words. If you are shortlisted to the next stage of the recruitment process, you will be invited to attend an assessment centre in London on w/c 2nd March 2026. Shortlisting will take place between w/c 16th-23rd February 2026. Invites to the assessment centre will be issued w/c 2nd March 2026. We do reserve the right to close this advertisement early if we receive a high volume of suitable applications.

The Reward? Defined Contribution Pension Scheme – We will pay in a minimum of 10% (5% employee contribution and 5% employer contribution) to a maximum total contribution of 20%. Incentive Scheme/Bonus, Employee Assistance Programme, Travel Offers – Free travel on Lumo services and travel offers for bus and rail tickets and Day Rover Rail tickets at a discounted price for friends and family (after 6 months of service). Shopping & Lifestyle Discounts, Discounted Gym Membership, Employee Share Plans (Save as you Earn and Buy as you Earn), Life Assurance Cover 4 x your annual salary, Income Protection Scheme, 25 days annual leave plus.