Apprentice Customer Experience Ambassador

Who are we?

First Rail Stirling is a brand-new enterprise and start‑up rail operator that runs an exciting long‑haul train service crossing the entire country. The service runs 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 team from 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.

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.

• Customer Experience
  • 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.
  • Assist customers with information for a seamless travel experience, including tourist attractions, places to stay, and onward travel beyond the immediate station environment.
  • Manage loadings, luggage & reservations to ensure the on‑train environment is championed at all times.
  • Deliver a high quality seat catering service.
  • Coordinate busses, local or rail replacement if train service dictates.
  • Maintain a highly visible presence during planned and unplanned service disruption; apply Passenger Information During Disruption (PIDD) arrangements.

• 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 & other safeguarding agencies to positively impact on customer confidence & safety.

• 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, 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.

Lumo has a commitment to our colleagues to continually develop you throughout your career. If you are successful, you will be signed up to an apprenticeship that supports your personal development alongside practical knowledge.

When undertaking the activities of this role, colleagues may be required to work a rotating 24/7 roster coverage that may include lodging away from home for training and dependent on diagrams. Comfortable accommodation, evening meals and breakfast will be provided.

You will be entitled to 33 days annual leave in a full calendar year: 25 days are allocated for scheduled service and Christmas Day and Boxing Day; the remaining 6 days can be used at your discretion.

Training will take place in Newcastle upon Tyne for the first five weeks; travel and accommodation will be provided.

• You must be located within a 60‑minute commute of London Euston.

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

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.

• 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…