Customer Experience Ambassador

Who are we?

First Rail Stirling is a brand-new enterprise and start-up rail operator that will run an exciting long-haul train service crossing the entire country. The service will run 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 traintravel, 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.

First Rail Stirling, operating under Lumo is part of First Group, the largest rail operator in the UK and second largest bus operator in the UK outside London. First Group operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. First Group works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.

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 customer experience, promoting the reputation of our business with our customers, stakeholders & partners.

• Customer Experience
• Providinga 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.
• Checking tickets.
• Proactively assist customers with information for a seamless travel experience. This includes tourist attractions, places to stay, and onward travel so that we provide a beneficial offering to the customer beyond the immediate station environment.
• Proactively manage loadings, luggage & reservations to ensure the on-train customer environment is championed at all times.
• Deliver a high quality at seat catering service.
• Assist in the coordination of busses, local or rail replacement if train service dictates.
• Provide a highly visible and quality presence particularly during times of planned and unplanned service disruption where Passenger Information During Disruption (PIDD) arrangements should be applied.

• Dealing with Passengers Ill on Train (PIOT), ensuring swift action to support all our 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.

• There are some key things that you must consider should you be successful when applying for a role with
  
  Lumo :
• 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, which is located at Stirling, Preston or London Euston, without using public transport when it is not available. The safety responsibilities make this requirement a necessity.
• The ability to work shifts of varying start times, including weekends and nights shifts.
• Not have defective colour vision

Learning & Development – Lumo have a commitment to our colleagues to continually develop you throughout your career. With 95% of our existing colleagues in further education to support their role, if you are successful with your application, you will be signed up to an apprenticeship which will support your personal development alongside your practical knowledge.

Lodging – When undertaking the activities of this role, colleagues are required to work a rotating 24 / 7 roster coverage which may include lodging away from home for training and dependent on diagrams. We will ensure that you are provided with…