Customer Ambassador CO1/2

South Western News UK; Weybridge; On-site; GBP 28,000 - 32,000; Part time

Benefits offered by this job

Free duty and leisure travel on SWR

Free leisure travel for spouse/partner

75% discount on other train companies

Full training and support

Excellent pension scheme

Job summary

South Western Railway in Weybridge is hiring a Customer Ambassador to assist travellers with tickets and route advice, creating a positive travel experience. You will guide customers to the best ticket options and use self-service machines confidently.

You’ll work around 26.17 hours per week across six days, including early and late shifts, with benefits such as free travel for employees and their families, plus a strong pension. Training starts at £27,930 with regional allowance.

Qualifications

• Excellent communication and people skills, with a customer-focused mindset.
• Ability to prioritise tasks and handle repetitive work with composure.
• Willingness to work shifts including early/late and weekends.

Responsibilities

• Approach customers in the station, assist with ticket purchases and route guidance.
• Coach customers on self-service machines and ensure correct ticketing.
• Operate and perform routine maintenance on ticket vending machines.

Skills

Great communication

People skills

Organised

Proactive

Customer service

Ability to work under pressure

Job description

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 bring people together to get the most out of life.

The Reward:

Training: £27,930 plus £1,141 regional allowance per annum.
Fully trained: £29,829 plus £1,141 regional allowance per annum.

Opportunities to work on rest days or to do overtime could increase your annual earnings. Some Customer Ambassadors earn up to £32,000 per annum plus regional allowance.

On top of your salary, we offer a variety of valuable benefits, including:

• Free duty and leisure travel on SWR services for employees
• Free leisure travel for spouse/partner and dependants (criteria dependent)
• 75% discount on many other train operating companies
• Full training and support with development
• Excellent pension scheme

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 responsibilities will include, but are not limited to:

• Approaching customers in the station concourse offering help with purchasing tickets, as well as recommending best routes to those that need assistance.
• Proactively assisting customers with the self-service machines ensuring they purchase the appropriate ticket for their journey while coaching and educating them on how to use the machine.
• Using several types of technology as well as performing routine maintenance to ticket vending machines.

You’ll need to be:

• 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.

Working pattern:

Our customers need us all day, every day (except Christmas day) and as part of the stations team, you'll need to able to work shifts at all times of the day and on every day of the week.

You will work an average of 26.17 hours per week across 6 days out of 7. There will be a mixture of early and late shifts, covering gaps in the roster.

Shifts information:

Monday to Friday 06:30 - 10:50
Saturday 08:50 - 13:20

We all belong at SWR.

Our vision is to provide an inclusive environment for all 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 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.

If you require additionalsupport 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