Customer Experience Ambassador

Job Title: Customer Experience Ambassador
Location: London Marylebone Station
Contract Type: Permanent
Salary: £37,867 per annum

Job Purpose
Playing a key role in delivering exceptional customer experiences, always striving to put the customer at the heart of everything we do and understand individual customer needs, taking ownership of tasks and situations to ensure customer excellence at every opportunity.

Being responsible for maintaining high standards of presentation in self and the business environments - front and back of house.

Being responsible for ensuring our customers have a safe, enjoyable, and seamless experience from the point of arrival to departure and beyond.

Always striving to support our vision of "being the best railway" and "ensuring everyone home safe every day".

Key Accountabilities
The Customer Experience Ambassador is responsible for the delivery of a world class customer experience at London Marylebone through delivering exceptional customer experiences for our customers. Core duties and behaviours are;

Safety

• Deal with anti-social behaviour, always ensure own personal safety and that of others in line with applicable company standards and procedures
• Take responsibility for management and safe operation of ticket gates
• Carry out Winter Weather treatment if necessary: gritting areas of the station/ snow clearance
• To lead and/or assist during evacuations, including drills and tests, as outlined in the Evacuation Procedure
• To deal with spillages/litter on the concourse and communicate issues to the Station Cleaning Contractors to ensure station cleanliness as required
• Assist in leading the station security officers to best manage the flow of customers through the station and gate lines, whilst ensuring security checks and patrols are maintained to the appropriate levels
• Assist and advise station security of unusual activity/ unattended luggage in accordance with HOT Protocol and Station Security Plan

People

• Value and embrace diversity and support an inclusive and diverse culture
• Treat each other with dignity and respect

Customers

• Deliver world class customer experience with passion
• Deliver consistently high standards of proactive and reactive customer care
• Always remain highly visible
• Take ownership of customer queries, resolving where possible on the spot, across all station key areas
• Ability to adapt how you communicate to different audiences and be respectful of individual needs.
• Take responsibility for the overall appearance and cleanliness of the station to ensure that it is maintained to the highest standard
• To always wear uniform to the correct guidelines and maintain a high level of personal appearance and grooming
• To ensure that all literature including timetables leaflets, customer comment forms etc are always readily available on the stations, are up to date and correctly presented and in line with Marketing guidelines
• Ensure station information is accurate and clear for customers
• Ensure customers with accessibility needs have a personalised experience to meet their individual needs
• Proactively review and maintain station literature to meet the needs of our customers
• Responsible for ensuring all equipment on the station is operating effectively, report faults and ensure resolution in agreed service level timescales
• During engineering works or outside of normal service operation, provide customer assistance and manage alternative transport
• To assist the Station Management Team in times of disruption as required

Ticket Office

• Carry out all tasks to comply with Cash Regulations, and Office Security procedures
• Ensure all accounting documentation is completed accurately in line with company Accountancy Procedures
• Maintain and account for all self-service ticket systems as per instructions
• Keep a record of all refunds and pay out authorised refunds when necessary within delegated authority
• Order stationery, leaflets, posters and ticket stock through the appropriate party
• To remain calm and consistent in approach at all times
• To be the customers conscience in decision making at times of disruption and provide accurate information
• Ensure that consistent and timely information is disseminated to all staff and customers using customer focused language in line with company Passenger Information During Disruption standards.
• By working with the ICC arrange the provision of alternative transport in times of disruption
• To undertake the sale of all Chiltern Railways and National Rail products and services from all available ticket issuing systems and any other products which may be retailed through stations from time to time in accordance with retailing standards
• Ensure locked stock items are recorded in accordance with the laid down procedures
• Ensuring competency with retailing as per RDG guidelines
• Ensure maintaining product and equipment knowledge eg tickets and ticket selling machines
• Ensuring adherence to all company internal policies and procedures

Gate line

• Take responsibility for management and safe operation of ticket gates
• Ensure maintain product and equipment knowledge eg Cubic gates and tickets
• To manage the customer flows through the gate line and station environment. Ensuring safe and seamless transition through the station
• Undertaking revenue protection duties to ensure all customers have the right tickets for their journeys
• Seek support through revenue protection team where required

Information Hut

• Ensure competency with operating buggy
• Responsible for dealing with customer assistance queries/bookings and performing customer assistance tasks
• Ensure maintain product and equipment knowledge eg customer assistance / information tools and tickets
• Responsible for ensuring all literature including timetables leaflets, customer comment forms etc are always readily available on the stations, are up to date and correctly presented and in line with Marketing guidelines
• To actively assist any passengers with special needs to ensure timely boarding of trains in accordance with Disabled Persons Protection Policy (DPPP)

Other

• To attend staff briefings
• To perform duties at other south region stations as and when required
• Perform other duties as requested by the station management team.
• To deputise for the Customer Experience Supervisor as required.
• Undertake lost property duties in accordance with Rail Delivery Group and Company Lost Property Procedures, if required

In addition, a Customer Service Ambassador will, if required, carry out any reasonable instruction from the Customer Experience Supervisor or Manager.

Personal Specification:

Essential Criteria

Values

• One Arriva - we work together as one team, together we are Arriva
• Great customer experience - We keep our customers happy every day
• Doing the right thing - We look after our customers, colleagues and the environment, and always put safety first
• Thinking beyond - We are curious and inspired to think beyond today, for an even bigger and better Arriva tomorrow

Knowledge, Experience, Skills and Behaviours

• Proven experience of delivering excellent customer service
• Proven experience of working effectively in a diverse and inclusive team through effective communication
• Proven experience of effectively managing self and team targets to deliver business objectives
• Proven experience of strong interpersonal skills
• Technology focused - both skills to use and awareness of how it can enable teams & deliver excellent customer experience
• Proven experience of agility of the workplace
• Proven experience of being a positive role model & brand ambassador
• Proven experience of working calmly and effectively under pressure
• Ability to demonstrate good English and Maths skills
• Ability to follow and understand importance of key processes and procedures
• Lives within commuting distance of the Train Station
• Able to travel to stations for shifts outside of public transport hours of operation

Desirable Criteria

• Fluent in second language (Mandarin or Arabic in particular or other languages)
• Proven experience of supporting or being part of complex change programs that deliver sustainable business benefits
• Proven experience of supporting delivering continuous improvement which delivers commercial benefit to the business
• Previous cash handling experience
• Basic accounting and cash handling knowledge
• First aid trained
• Railway operations knowledge

Our benefits include

We offer a competitive salary and benefits package, a culture of respect, challenge and innovation - with excellent opportunities for growth and development.

• All active staff and their eligible partners/dependants are entitled to free standard class leisure travel on Chiltern Railways, Cross Country, Arriva Rail London, Grand Central.
• Active staff are also entitled to residential and duty standard class travel on all of the above services
• Defined Benefit Pension Plan
• Arriva Village - access to online benefits and discounts
• Cycle to Work Scheme
• Employee Assistance Plan
• Physio Line - We offer complementary 24-hour physio for everyone
• Eye Care - You're entitled to free eye tests and if you need glasses for computer use we will pay up to £80.00 towards your lenses and frames
• We offer 25 days annual leave as well as statutory holidays
• Support - Peer Support, Samaritans, and Railway Chaplain