Customer Service Team Member

Description

Customer Experience Ambassador

London Marylebone Station

Permanent

£36,622 per annum

Please Note: For the full job description please follow the application link.

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

* 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

* 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

Customers

* Deliver consistently high standards of proactive and reactive customer care

* 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.

* 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 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

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

* Keep a record of all refunds and pay out authorised refunds when necessary within delegated authority

* 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

* Ensure locked stock items are recorded in accordance with the laid down 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

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

Knowledge, Experience, Skills and Behaviours

* Proven experience of delivering excellent customer service

* Proven experience of effectively managing self and team targets to deliver business objectives

* 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

This job description sets out the main duties and responsibilities of the job holder. It does not constitute an exhaustive or comprehensive description of duties and the job holder will be required to carry out any additional tasks as and when requested to do so by their manager. Responsibilities and duties may also change in light of future business needs and personal development

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