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Customer Experience Ambassador

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Who we are:We are East Coast Trains Limited (ECTL), a brand-new transformational, innovative, and digital open access train company who will provide regular, cost effective, 100% electric travel across iconic cities including London, Newcastle, and Edinburgh from Oct 2021. We will be an alternative to flying that is cheaper, kinder to the environment and just as time effective as taking a domestic flight.Our people are our key to success. We need an engaged, empowered, multiskilled and flexible family of colleagues who live and breathe the ECTL values of:Fresh thinking and Innovation to delight customersService performance and excellence in everything we doChallenging and disrupting industry normsCollaborative and consistent in what we doLean and agile in our approachProviding a healthier, safer, and environmentally sustainable approach to everything we doAt ECTL we value diversity. We are a progressive and inclusive one family employer. All our colleagues have a voice and are supported to be their authentic selves at work. There will be no demarcation of roles and everyone will play a part in the decision making of the company.Our commitment is that we will provide great value services, direct to city centres, whilst also building relationships with local communities and stakeholders along the route. Our service will be unlike other rail operators, we will endeavour to elevate service to rival airlines and become the primary choice for travel. Colleagues will actively look for ways to live and breathe our values to help our customer travel well, beyond expectations.About you:Having already gained experience in leading a team in either a supervisor or managerial role or are ready to take more responsibility in a role that has a safety responsibility this is the role for you. You will have a safety conscious approach to work, whilst maintaining a focus on the customer. Open and engaging with proven experience of managing difficult situations. You are tenacious and thoughtful, thinking of new ways to delight and exceed the customers expectations.You will act as the single point of contact coordinating the on-train team including assisting Customer Drivers in communicating with other railway interfaces to ensure the smooth running of the train service. Provide chain of care as required.You will champion and set the performance standard for customer experience amongst colleagues; be proactive through coaching & mentoring to achieve the required standards, ensuring a clear focus on attention to detail.What do YOU need to know about this role? There are some key things that you must consider should you be successful when applying for a role with ECTL:Learning & Development – ECTL have a commitment to our colleagues to continually develop you throughout your career. With 90% 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 includes lodging away from the Newcastle depot in both Edinburgh and London. ECTL will ensure that you are provided with comfortable accommodation, evening meals and breakfast, ready to start your next shift.Annual Leave – You will be entitled to 33 days annual leave in a full calendar year. To ensure that our trains run to service, 25 days of your annual leave will be allocated to you along with Christmas Day and Boxing day. The remaining 6 days can be used at your discretion.About the role:As a Customer Experience Ambassador you will 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. Responsible for the leadership & coordination of the on-train customer experience team you will ensure a positive, can-do culture is created.The key responsibilities of the role will include, but are not limited to:Customer ExperienceTake an energetic approach to customer excellence continually seeking fresh opportunities to solve problems and innovate by using and embracing our new technology & digital solutions whilst recognizing that it is the little things, we do that can make a difference.Ensure the on-train team provide a highly visible & quality presence across all customer touchpoints to maximise customer engagement.Whilst on duty undertake monitoring of social media channels to ensure a proactive and engaging approach to customer experience.Ensure that all appropriate food hygiene regulations and catering controls are in place and being met by the on-train team.Proactively assist customers with information, onward arrangements, and cost-effective additional services across the local area. This includes upselling of tourist attractions, places to stay, public places and onward travel so that we provide a beneficial offering to the customer beyond the immediate station environment and a seamless travel experience.Create and maintain a customer-centric culture by performing proactive in-transit cleaning (clean as you go) and undertaking turnaround interior cleaning duties following train service termination in line with our sustainability approach.Provide assistance to Customer Ambassador Colleagues in the delivery of their catering duties including food preparation, retailing & at seat delivery.Health & SafetyYou will assume the responsibility as a Safety Critical colleague undertake on train emergency procedures when responding to an on-train emergency.Work with the Control Centre, British Transport Police & other safeguarding agencies to positively impact on customer confidence & safety, ensuring regular on-train security sweep audits and security related announcements are made.You will ensure the delivery of a right time and safe operational railway through effective platform and train interface management, providing safety critical dispatch.Ensure safety arrangements are adhered with to protect the health and safety of colleagues, passengers and the public.Rewards & BenefitsMinimum of 10% contribution to your Pension (5% employer and 5% employee)33 Days annual leave each year, inclusive of Christmas Day and Boxing DayTravel Offers for Bus and Rail across the FirstGroup family of operators after completing six months of employmentPayroll Giving – donate directly from your pay to a Charity of your ChoiceShopping Discounts including discounts and cashback on electrical goods, your weekly shop, holidays, cinema trips, car insurance, upgrading your mobile and lots moreAll employee Share Schemes*Save as You Earn – gives you the opportunity to save a regular amount each month for three years. At the end of the savings period, you can use your savings to buy shares at a discounted price set at the start of the Scheme or take your savings as cash.Buy as You Earn – allows you to buy shares each month, with 2 free ‘matching' shares for each 3 shares you buy. You can vary the amount you save or stop it at any time. You need to participate in the scheme for at least 3 years in order to receive the matching shares.Employee Assistance Helpline – free, confidential employee support service provided by an independent provider*after 6 months of employmentAdditional InformationIf shortlisted, you will be invited to attend an assessment on any day between Monday 26th July to Friday 30th July and will be sent 3 online assessments to complete as well and if successful, thereafter to a medical on any day between Tuesday 28th July to Wednesday 4th August. Kindly ensure you are available to attend the assessment and medical dates before applying for the role.

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