Customer Ambassador

Our Customer Ambassadors are responsible for ensuring that the right information reaches all of our customers. Your role will focus on ensuring that up-to-date train service information reaches our customers. Although you won’t be customer facing, your customer service skills will be vital for your communications with internal and external stakeholders.

To succeed in this role, first and foremost, you'll need excellent PC literacy, and will be able to input data quickly and accurately. Our Customer Ambassadors are the stars behind our customer information systems, which keep passengers up to date across our network. Our trains run at all hours, day and night, so you'll be part of a 24:7 shift rota, and will have to ensure that you're able to get to Three Bridges, even outside of our service times. You'll need to have excellent verbal and written communication skills, and when necessary, be able to make or record verbal announcements clearly so that they can be understood in busy stations. Customer service excellence has been a part of the way that you work for many years. Knowledge or experience of the UK passenger rail industry is also highly beneficial but not essential.

We're passionate about promoting team leaders and managers from within our teams, so are looking for applicants who take responsibility for their own actions, and display growing leadership qualities.

Key roles and responsibilities

- Monitor service frequency against advertised timetable ensuring information is supplied of service gaps and customer needs for all GTR stations.
- Utilise the GTR Managing Disruption procedures to ensure that maximum levels of accurate, consistent information are supplied to staff and customers when required
- Undertake, and keep up to date, long line public address announcements on GTR routes
- Ensure key stakeholders are kept informed about delays and cancellations during service disruption
- Responsible for taking in the dissemination and delivery of timely, accurate, detailed information regarding GTR train service provision.

“I’m a Thameslink passenger host and team leader based at Luton station and I’m currently doing a Level 3 Supervisor apprenticeship so that I can improve my skills even further. I was hesitant to do the apprenticeship at first because of my age – I left school over 60 years ago without any qualifications It’s been hard to get back into the routine of learning again.”

“It was my brother’s suggestion to join the railway. He was already working in the industry and knew I had some university bills to pay off so told me to give it a go, get out of debt and see what I wanted to do next. After a while, it just felt like actually – this is exactly where I’m meant to be. I’m part of a great team and the on-board department as a whole are brilliant to work with. I feel at home here.”

Tonderai Matizha-Johnson
Area Operations Manager

“When I saw that GTR was advertising places for its apprenticeship scheme I looked into it straight away because I thought it was a great opportunity to learn whilst getting real life experience in a 9-5 job. I applied for a level three business administration apprenticeship and was thrilled to find out I had a place on the course I was so excited that I didn’t even mind it was based 250 miles away from where I lived.”

“Working for GTR is very rewarding and fulfilling. You really feel like you're making a difference to customers, no matter what role you're in as at the end of the day they're the heart of our business. I’ve had lots of opportunities to explore other aspects of the business including supporting our station staff and gaining my Train Dispatch Licence which has been enriching for my experience here.”

“If you’ve always had an interest in rail, or maybe you’re just curious to find out what working in the railway might look like, GTR is the operator to go for. Not many companies do an official work experience program and this unique opportunity will give you a good grounding with varied activities to help you find the best place in the railway for you. It certainly did it for me.”

Nathaniel Owen
Station Manager

“I work as part of the Fleet Infrastructure team, which means ensuring our 18 Engineering locations operate safely and efficiently. We oversee all building and track maintenance works as well as various minor and major projects across the network.”

“I started in a small ticket office back in 1996 and have continued to work my way up ever since. A previous manager told me about a job he’d seen advertised for a trainer. ’d never considered a job in HR or mentoring before then, but he said I’d be perfect for it and I haven’t looked back since”

Zoey Hudson
Head of Talent, Diversity and Inclusion

“Since April, I’ve helped to support our Kickstart Scheme. It’s been a really rewarding process to be part of because I know first-hand how tough it can be to find work once you’re out of it.”

“I love the freedom that comes with being a train driver. Obviously, there are rules and regulations to follow as well as duties and commitments to carry out, but in a way, you’re sort of your own boss, which is nice.”

“I’m a Thameslink passenger host and team leader based at Luton station and I’m currently doing a Level 3 Supervisor apprenticeship so that I can improve my skills even further. I was hesitant to do the apprenticeship at first because of my age – I left school over 60 years ago without any qualifications It’s been hard to get back into the routine of learning again.”

“It was my brother’s suggestion to join the railway. He was already working in the industry and knew I had some university bills to pay off so told me to give it a go, get out of debt and see what I wanted to do next. After a while, it just felt like actually – this is exactly where I’m meant to be. I’m part of a great team and the on-board department as a whole are brilliant to work with. I feel at home here.”

Tonderai Matizha-Johnson
Area Operations Manager

“When I saw that GTR was advertising places for its apprenticeship scheme I looked into it straight away because I thought it was a great opportunity to learn whilst getting real life experience in a 9-5 job. I applied for a level three business administration apprenticeship and was thrilled to find out I had a place on the course I was so excited that I didn’t even mind it was based 250 miles away from where I lived.”

“Working for GTR is very rewarding and fulfilling. You really feel like you're making a difference to customers, no matter what role you're in as at the end of the day they're the heart of our business. I’ve had lots of opportunities to explore other aspects of the business including supporting our station staff and gaining my Train Dispatch Licence which has been enriching for my experience here.”

“If you’ve always had an interest in rail, or maybe you’re just curious to find out what working in the railway might look like, GTR is the operator to go for. Not many companies do an official work experience program and this unique opportunity will give you a good grounding with varied activities to help you find the best place in the railway for you. It certainly did it for me.”

Nathaniel Owen
Station Manager

“I work as part of the Fleet Infrastructure team, which means ensuring our 18 Engineering locations operate safely and efficiently. We oversee all building and track maintenance works as well as various minor and major projects across the network.”

“I started in a small ticket office back in 1996 and have continued to work my way up ever since. A previous manager told me about a job he’d seen advertised for a trainer. ’d never considered a job in HR or mentoring before then, but he said I’d be perfect for it and I haven’t looked back since”

Zoey Hudson
Head of Talent, Diversity and Inclusion

“Since April, I’ve helped to support our Kickstart Scheme. It’s been a really rewarding process to be part of because I know first-hand how tough it can be to find work once you’re out of it.”

“I love the freedom that comes with being a train driver. Obviously, there are rules and regulations to follow as well as duties and commitments to carry out, but in a way, you’re sort of your own boss, which is nice.”

“I’m a Thameslink passenger host and team leader based at Luton station and I’m currently doing a Level 3 Supervisor apprenticeship so that I can improve my skills even further. I was hesitant to do the apprenticeship at first because of my age – I left school over 60 years ago without any qualifications It’s been hard to get back into the routine of learning again.”

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