At a Glance
- Tasks: Provide essential service information and support customer queries from the Rail Operations Centre.
- Company: Join one of the UK's busiest and award-winning rail companies.
- Benefits: Enjoy a final salary pension, 25 days holiday, and more.
- Other info: Ideal for those seeking a dynamic role in a fast-paced environment.
- 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 problem-solving abilities required.
The predicted salary is between 36000 - 60000 € per year.
GTR are recruiting Customer Ambassadors for the Rail Operating Centre based out of Three Bridges. This is a great opportunity for an individual with a proven track record to work for one of the country's busiest and award-winning rail companies. This is an expression of interest for future roles.
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.
Customer Ambassador employer: GTR
GTR is an exceptional employer, offering a dynamic work environment at the Rail Operations Centre in Three Bridges, where you can contribute to one of the UK's busiest rail networks. With a strong focus on employee growth and development, we provide comprehensive training and support, alongside a competitive benefits package that includes a final salary pension and generous holiday allowance. Join us to be part of a collaborative team dedicated to delivering outstanding customer service and making a real impact in the transport sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Ambassador
✨Tip Number 1
Network like a pro! Reach out to current or former employees at GTR on LinkedIn. Ask them about their experiences and any tips they might have for landing a role as a Customer Ambassador. Personal connections can make all the difference!
✨Tip Number 2
Prepare for interviews by practising common questions related to customer service and problem-solving. Think of examples from your past experiences that showcase your skills in a high-pressure environment. We want you to shine!
✨Tip Number 3
Stay updated on GTR's latest news and developments. Knowing what's happening in the rail industry can help you stand out during interviews. Show them you're genuinely interested in being part of their team!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the GTR family as a Customer Ambassador.
We think you need these skills to ace Customer Ambassador
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, so don’t hold back on showcasing your relevant experience!
Show Off Your Communication Skills:Since this role is all about delivering clear and professional information, make sure your written application reflects that. Use concise language and a friendly tone to demonstrate your communication prowess – it’s key for us!
Highlight Problem-Solving Abilities:We love proactive problem solvers! In your application, share examples of how you've tackled challenges in high-pressure situations. This will show us that you can keep calm and think on your feet when it matters most.
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 future vacancies. We can’t wait to hear from you!
How to prepare for a job interview at GTR
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Ambassador role and its responsibilities. Familiarise yourself with GTR's values and how they align with delivering outstanding customer service. This will help you demonstrate your commitment to the role and show that you're the right fit.
✨Showcase Your Communication Skills
Since excellent communication is key for this position, prepare examples of how you've effectively communicated in previous roles. Think about times when you had to convey complex information clearly or handle customer queries with empathy. Practising these scenarios can help you articulate your experience confidently.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you've successfully resolved issues under pressure. Highlight your proactive approach to problem-solving and how you prioritised customer welfare. This will showcase your ability to think on your feet and maintain a calm demeanour during challenging situations.
✨Emphasise Team Collaboration
GTR values teamwork, so come prepared with examples of how you've worked collaboratively in past roles. Discuss how you contributed to shared goals and supported your colleagues. This will illustrate your ability to work well within a team and your commitment to achieving collective success.
