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For Companies At a Glance
- Tasks: Maintain customer information and ensure outstanding service in a busy rail operations environment.
- Company: Join a leading rail operator with a commitment to customer satisfaction.
- Benefits: Enjoy competitive salary, free travel, healthcare, and generous holiday allowance.
- Why this job: Be the voice of the customer and make a real difference in their travel experience.
- Qualifications: Strong IT skills, excellent communication, and a proactive problem-solving mindset.
- Other info: Dynamic team environment with opportunities for career growth and development.
The predicted salary is between 28000 - 37000 £ per year.
This role is based at the Rail Operating Centre in Three Bridges, West Sussex. The Customer Ambassador role offers the opportunity to work within a busy rail operations environment as part of an experienced and professional team.
Key information
- Location: Three Bridges Rail Operating Centre (office based)
- Contract: Full time, average working hours of 37
- Roster pattern: Earlies, late and night shifts - 24-hour coverage.
- Salary: £32,911 + Sundays
- Interview date: 14 April 2026
Please note that this is an expression of interest vacancy. Successful candidates will be placed into a talent pool. Applicants will be required to complete an online assessment within 72 hours of submitting their application.
Purpose Of Role
You will play a key role in maintaining up-to-date customer information on journey planners and station displays (visual and audio) by providing essential service and engineering information directly from the control centre; this is a non-customer facing role. In addition, you will serve as the voice of the customer, working closely with Train Service Managers and other teams to ensure service adjustments are implemented accurately and promptly. Whether engaging with internal teams or communicating with external customers, your priority will be to deliver outstanding customer service through clear, consistent, and reliable information. Your day-to-day duties will also include updating station and on-board facilities information, reporting and tracking faulty information supply equipment, supporting station colleagues with customer queries and dealing with station Emergency Help Point calls.
Key Success Criteria
- Deliver timely, accurate, and professional customer information across trains, stations and external platforms, ensuring it aligns with GTR's values through effective use of available systems.
- Proactively seek the best solutions for customers during times of need, such as organising rail replacement buses and alternative transport, resolving queries and prioritising customer welfare during challenging situations.
- Utilise data, evidence and customer plans when working with station teams to safeguard customer interests and ensure a positive experience.
- Keep the customer at the centre of all real-time decision-making, ensuring their needs are the priority in every action taken.
- Utilise standards, protocols, and systems effectively, always underpinned by a mindset of 'thinking about the customer' to ensure the right choices are made.
- Ensure the accurate, real-time delivery of the Passenger Information During Disruption process.
- Strong IT skills, attention to detail and the ability to work across multiple systems are essential to ensure accuracy and efficiency in these responsibilities.
- Excellent communication skills – clear, professional, and empathetic, both written and spoken.
- Proactive problem-solving skills with a calm and solution-focused approach under pressure.
- High attention to detail and accuracy in delivering time-sensitive information.
- Friendly, approachable, and customer-focused with a personal style aligned to GTR's values and vision.
- Experience working in a high-pressure or time-critical environment, where decision-making impacts customer satisfaction directly.
- Previous railway or transport sector experience is highly desirable.
- Strong track record of working collaboratively in a team, with evidence of results and contribution to shared goals.
From time to time /occasionally our job adverts may close before the stated closing date. Do apply as soon as possible to ensure your application is considered.
What We Can Offer You
- Final salary pension
- 25 days holiday plus bank holidays
- Healthcare
- Free travel on GTR and sister groups for you and your family
- 75% off travel on other train operating companies for you, and leisure for your family
- Discounted Oyster Card
- GTR offers maternity, paternity and adoption leave and time off for prenatal care, as well as shared parental leave - all part of our commitment to family friendly policies
- StarHub – our great benefits package which, for example, includes discounts with many retailers
Customer Ambassador (Future vacancies) (3445) in Crawley employer: GTR (Govia Thameslink Railway)
Contact Detail:
GTR (Govia Thameslink Railway) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Ambassador (Future vacancies) (3445) in Crawley
✨Tip Number 1
Get to know the company! Research GTR and its values so you can show how you align with them during your interview. This will help us see that you're not just a fit for the role, but also for the team.
✨Tip Number 2
Practice your communication skills! Since this role is all about delivering clear and professional information, we recommend doing mock interviews with friends or family to get comfortable with articulating your thoughts.
✨Tip Number 3
Be ready to showcase your problem-solving skills! Think of examples from your past experiences where you had to think on your feet and resolve issues quickly. We want to hear how you kept the customer at the centre of your decisions.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us that you’re proactive and serious about joining our team at the Rail Operating Centre.
We think you need these skills to ace Customer Ambassador (Future vacancies) (3445) in Crawley
Some tips for your application 🫡
Be Yourself: When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to show your enthusiasm for the role and what makes you a great fit.
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the Customer Ambassador role. Use keywords from the job description to show us you understand what we're looking for!
Proofread, Proofread, Proofread!: Before hitting that submit button, give your application a thorough read. Typos and errors can distract from your message, so take the time to ensure everything is clear and professional.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently, plus you’ll find all the info you need about the role there!
How to prepare for a job interview at GTR (Govia Thameslink Railway)
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Ambassador role. Familiarise yourself with the key responsibilities, such as maintaining customer information and supporting station colleagues. This will help you demonstrate your knowledge and enthusiasm for the position.
✨Showcase Your Communication Skills
Since this role requires excellent communication, prepare examples of how you've effectively communicated in previous roles. Think about times when you’ve had to convey important information clearly and empathetically, especially in high-pressure situations.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle customer queries. Practice responding to hypothetical scenarios related to customer service, such as dealing with disruptions or managing conflicting information. This will show your proactive approach and calmness under pressure.
✨Highlight Your Teamwork Experience
The Customer Ambassador role involves working closely with various teams. Be ready to discuss your experience collaborating with others to achieve shared goals. Share specific examples that illustrate your ability to work well in a team environment and contribute positively to group dynamics.