Customer Experience Ambassador in Newcastle upon Tyne

Lumo is an Open Access train company that provides regular, cost‑effective, 100% electric train travel between London and Edinburgh as an alternative to flying. Our people are key to our success, and we are recruiting an engaged, empowered, multi‑skilled and flexible family of colleagues who live and breathe our values of:

• Being proud & passionate people
• Sustainability at our heart
• Staying safe & healthy
• Always learning and improving
• Inclusive one team culture

The Customer Experience Team interfaces with all of Lumo’s customer touchpoints, ensuring that the customer experience strategy for Lumo is developed and expertly delivered. The team has a true passion for excellence in customer experience and is committed to driving innovation, leading business improvement, people development, safety and performance.

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 and partners.

Your main responsibilities will be:

• Provide a highly visible and 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 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 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 and other safeguarding agencies to positively impact on customer confidence & safety

There are some key things that you must consider should you be successful when applying for a role with Lumo:

• Learning & Development: Lumo has a commitment to our colleagues to continually develop you throughout your career.
• Lodging: Colleagues are required to work a rotating 24/7 roster coverage which includes lodging away from Newcastle, in both Edinburgh and London.
• Annual Leave: You will be entitled to 33 days annual leave in a full calendar year.

You must be located within a 60‑minute commute of Newcastle upon Tyne; our offices are located behind Newcastle Central Station. Working pattern is 35 hours per week, working a rotating 24/7 roster coverage. Full and part‑time hours available.

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.

The Reward includes:

• Defined Contribution Pension Scheme
• Incentive Scheme/Bonus of up to 10% of your annual salary
• Employee Assistance Programme
• Travel Offers
• Shopping & Lifestyle Discounts
• Life Assurance Cover 4 x your annual salary
• Access to a digital GP 24/7

We all belong at Lumo. FirstGroup's vision is to provide an inclusive environment for all colleagues, ensuring all candidates have an equal opportunity to access meaningful employment. We value our differences and maintain a zero tolerance towards any form of prejudice.