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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 behaviors 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 world class customer experience with passion

* Deliver consistently high standards of proactive and reactive customer care

* 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 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

* 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

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

* 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.

* 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 maintaining product and equipment knowledge eg tickets and ticket selling machines

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

* To actively assist any passengers with special needs to ensure timely boarding of trains in accordance with Disabled Persons Protection Policy (DPPP)

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