Who are we?
South Western Railway (SWR) operates over 1,500 services each weekday across the network and employs more than 5,000 people.
We provide easy and convenient mobility, connecting people and communities in South West London, southern counties of England and the Isle of Wight.
Join our team and help us continue to improve quality of life, by bringing people together to get the most out of life.
SWR is part of FirstGroup, the largest rail operator in the UK and second largest bus operator in the UK outside London.
FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier.
FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.
About the job: As a Customer Ambassador, you are essential to our customer's travel experience.
Customers look to you for advice and information for buying the best ticket for their journey.
You're knowledgeable and personable, which enables our customers to start their journey effortlessly and with a smile.
Your main responsibilities will be: Often the first port of call for our customers, whether that be for information, or to buy a ticket, your job is to make sure the customer has everything they need to travel confidently by train.
As your experience grows, you will become the font of all knowledge about not only the customer's SWR journey, but about key destinations, attractions and London transport.
You will need to be flexible in your approach and not afraid to get stuck in with a variety of tasks as you are responsible for your station and making sure it meets the quality and safety standards our customers expect.
Whether this be checking everything is working and safe, to clearing up rubbish, or providing a helping hand to a customer, you are the face of SWR and can make a difference to someone's day.
To help you deliver great customer service we will give you the tools for the job.
These will range from the smart technology you will need to offer the best possible up to the minute information about our services to the outstanding training programme that will give you the knowledge to provide customers with the correct ticket for their journey and a Level 2 Customer Service Practitioner Apprenticeship which will complement the skills you already have by giving you a real vocational qualification.
Maintain ticket stocks, stationery and stores to meet needs, placing orders as required.
Take the lead in all areas of retailing for the station, leading by example and providing information and support to team members working within the ticket office.
Coordinate tasks in the ticket office, working with the team to ensure that windows are operational, stocks are complete, cash and safe checks are made, faults are investigated and customer information (e.g.
leaflets and posters) are available and up to date.
As a minimum, you will need to be: A dynamic leader with a strong customer service background Organised, proactive and able to efficiently prioritise tasks.
Able to cope with repetitive tasks under pressure.
A great communicator that enjoys working with people Confident and happy to approach and talk to new people.
Passionate about doing the right thing - nothing is too much trouble.
Applicants who require a visa must have 6 months remaining at the time of their appointment.
Training is full time and you must be able to commit to this.
The Working Pattern: You will be working an average of 37 hours per week across 5 days per week, on a rotating shift pattern.
Typical shift times include: Earliest start 05:50, latest finish 20:30 Monday - Saturday Sunday is 07:00 start, latest finish 18:00 The Reward: We offer a variety of valuable benefits, including: Free duty and leisure travel on SWR services for employee Free leisure travel for spouse/partner and dependants (criteria dependant) 75% discount on many other train operating companies Full training and support with development Large range of exclusive retail offers Excellent pension scheme We all belong at SWR.
FirstGroup's vision is to provide an inclusive environment for all colleagues, across its group of businesses, 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 a 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, for example, 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/