At a Glance
- Tasks: Maintain customer information and support teams in a busy rail operations environment.
- Company: Join a leading rail company with a focus on customer service.
- Benefits: Enjoy competitive salary, free travel, healthcare, and 25 days holiday.
- Other info: Dynamic team culture with opportunities for career growth and development.
- Why this job: Be the voice of the customer and make a real difference in their journey.
- Qualifications: Strong communication skills and experience in high-pressure environments.
The predicted salary is between 32911 - 32911 £ 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: TBC (please note these will be in-person)
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.
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 (3517) employer: GTR (Govia Thameslink Railway)
As a Customer Ambassador at the Rail Operating Centre in Three Bridges, West Sussex, you will join a dynamic and supportive team dedicated to delivering exceptional customer service in a fast-paced rail operations environment. The company offers a comprehensive benefits package, including a final salary pension, generous holiday allowance, and free travel for you and your family, fostering a work culture that prioritises employee well-being and growth. With opportunities for professional development and a commitment to family-friendly policies, this role is perfect for those seeking a meaningful career in the transport sector.
Contact Details:
GTR (Govia Thameslink Railway) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Ambassador (3517)
✨Tip Number 1
Get to know the company! Research GTR and their values, especially how they prioritise customer service. This will help you tailor your responses during the interview and show that you're genuinely interested in being a part of their team.
✨Tip Number 2
Practice your communication skills! Since this role requires clear and professional communication, try role-playing common scenarios you might face as a Customer Ambassador. This will help you feel more confident when discussing how you'd handle real-time customer queries.
✨Tip Number 3
Be ready to showcase your problem-solving skills! Think of examples from your past experiences where you successfully resolved issues under pressure. This will demonstrate your ability to keep the customer at the centre of your decision-making.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re proactive and keen on joining the GTR family. Don’t forget to follow up after applying to express your enthusiasm!
We think you need these skills to ace Customer Ambassador (3517)
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the Customer Ambassador role. We want to see how you can bring value to our team at the Rail Operating Centre!
Show Off Your Communication Skills:Since this role is all about delivering clear and reliable information, don’t forget to showcase your excellent communication skills in your written application. We love a friendly and professional tone that reflects our values!
Highlight Problem-Solving Abilities:We’re looking for proactive problem-solvers! Use your application to share examples of how you've tackled challenges in high-pressure situations. This will help us see how you can keep the customer at the centre of your decision-making.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
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 show that you're genuinely interested in the position.
✨Showcase Your Communication Skills
Since this role requires excellent communication skills, prepare examples of how you've effectively communicated in previous roles. Think about times when you had to convey important information clearly and empathetically, especially in high-pressure situations. This will highlight your ability to deliver outstanding customer service.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you've successfully resolved customer queries or issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will showcase your proactive problem-solving skills and your focus on customer welfare during challenging situations.
✨Familiarise Yourself with the Company Values
Research GTR's values and vision, and think about how they align with your own. During the interview, express how you can contribute to these values in your role as a Customer Ambassador. This will show that you're not just looking for a job, but that you're committed to being part of their team and culture.
