Job Description

About the team:
You will be part of a multilingual and diverse team, who are passionate about delivering the GWR values for our customers consistently. Using their varied skill-set, they work together to resolve customer issues and ensure the best possible experience for our passengers.

About the job:
It takes a special kind of person to be customer facing at a busy railway station with thousands of customers coming and going every day. As a Customer Ambassador you won\'t answer calls or be stuck behind a desk, and you\'ll be much more than a friendly face. You\'ll be the face of GWR, taking a calm and collected approach to ensure every customer experience is a memorable and enjoyable journey every time. Of course you need to be empowered to do this so expect to be entrusted with the resources and responsibility to deliver.

If you\'re ready for a fast-paced customer service challenge with a difference - the journey starts here.

Your main responsibilities will be:

• Proactively helping our customers and brightening up their day whatever the weather
• Helping millions of rail customers to get to where they want to go - making every single journey important
• Covering every inch of your station to go the extra mile for our customers and be empowered to deal with a variety of different situations
• Supporting the Bristol Temple Meads regeneration works by helping customers navigate through a period of significant change
• Managing your own personal development using the PDS system, including regular meetings with your line manager
• Supporting the entire station management team with a range of day-to-day tasks
• Working with our local community groups in the central region, including some travel across the region
• Providing support at regional events as required

You\'ll need to be:

• Someone who can think on your feet and make quick decisions; you must be able to connect with and talk to our customers face-to-face
• A confident communicator who can put people at ease and help those who are worried or in a hurry in a tactful and sensitive way
• Hard working and share our \'customer first\' approach and passion for making a positive difference to the passenger experience
• Confident with technology and using GWR devices/Apps

As a minimum you\'ll need to have:

• Experience of working in a demanding customer-facing role such as retail, aviation or other customer-facing service sector roles
• Education to at least GCSE standard or equivalent
• A good working knowledge of Microsoft Office, web browsing, internet applications and relevant devices (smart phones, tablets etc.)
• Fluency in a second language is highly desirable but not essential
• Knowledge of the local area, including the Severn Beach Line and North Somerset stations

Working Pattern:
As we need our Customer Ambassadors to be there throughout the day these roles can\'t be 9-5. So, you must be flexible and prepared to work between 07:30 and 22:00 on a shift basis.

You\'ll also need to be able to cover weekend working on a rota. Your transport options or location will be vital too, as you\'ll sometimes need to be able to get to work before public transport is available.

Additional Information:
This role requires shift working including weekends and bank holidays

For further information please contact Clare Gooden, Assistant Station Manager on 07718 009217.
Please submit your application online via the internal FirstGroup careers website: https://internal.firstgroupcareers.com/

In case of technical difficulties when submitting your application, please contact the Recruitment Team at gwrrecruitment@gwr.com

We all belong at GWR. This is our vision for providing an inclusive environment for all our colleagues, ensuring all candidates have an equal opportunity to access meaningful employment.
We value our differences such as age, gender, LGBTQIA, ethnicity, religion and disability. We maintain zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.
We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.
We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.
If you require additional support to complete your application due to a disability or neurodivergent condition such as dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.
https://exceptionalindividuals.com/neurodiversity/
https://www.healthassured.org/blog/neurodiversity/

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