Customer Ambassador

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 [Employer hidden — sign up to reveal]'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 [Employer hidden — sign up to reveal]'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 [Employer hidden — sign up to reveal] 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
• [Employer hidden — sign up to reveal] 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

Documents

• Customer Ambassador - March 2026 JD.pdf (85.84 KB)
• Customer Ambassador - Roster.pdf (428.42 KB)

Benefits

• Pension
• Staff Travel
• Childcare Vouchers
• Extra Holidays
• Discount Scheme
• Long Service Awards
• Employee Assistance Programme
• The Transport Benevolent Fund
• In-House Occupational Health Department
• Cycle to Work Scheme