Who are we?
Lumo is an Open Access train company providing regular, cost-effective, 100% electric train travel between London and Edinburgh as an alternative to flying. Our services are great value, kinder to the environment, and just as time effective as taking a domestic flight.
Our people are key to our success, and we are recruiting an engaged, empowered, multi-skilled, and flexible family of colleagues who live and breathe our values of:
Being proud & passionate people
Sustainability at our heart
Staying safe & healthy
Always learning and improving
Inclusive one team culture
First Rail is one of the UK's most experienced rail operators, carrying more than 345m passengers across four franchises (Great Western Railway, South Western Railway, and Avanti West Coast) and our open access operators (Lumo and Hull Trains).
About the team
Our Customer Experience Ambassadors have a passion for customer experience, an engaging personality, and a strong sense of pride in delivering an industry-leading end-to-end travel experience.
About the job
We are recruiting for a number of fixed-term contract roles between 12 and 24 months. As a Customer Experience Ambassador, you will have a passion for delivering outstanding customer experiences from the moment our customers board and throughout the journey.
Your main responsibilities will be:
Customer Experience
Providing a highly visible & quality presence across customer touchpoints. Offer a ‘meet & greet' approach at each station, proactively seeking out and assisting customers who require additional help. Checking tickets. Proactively assist customers with information for a seamless travel experience. Proactively manage loadings, luggage & reservations to ensure the on-train customer environment is championed at all times. Deliver a high-quality at-seat catering service. Assist in the coordination of buses, local or rail replacement if train service dictates. Provide a highly visible and quality presence during times of planned and unplanned service disruption.
Safety Requirements
Dealing with Passengers Ill on Train (PIOT), ensuring swift action to support all our customers during these events. Attend and participate in safety briefings, team meetings, and personal development as appropriate. Work with the Control Centre, British Transport Police & other safeguarding agencies to positively impact customer confidence & safety.
What do YOU need to know about this role? Learning & Development:
Lumo has a commitment to continually develop you throughout your career. Lodging:
Colleagues are required to work a rotating 24/7 roster coverage which includes lodging away from Newcastle, in both Edinburgh and London. Annual Leave:
You will be entitled to 33 days annual leave in a full calendar year. About the location You must be located within a 60-minute commute of Newcastle upon Tyne. Working pattern 35 hours per week, working a rotating 24/7 roster coverage. Additional Information To apply, please submit a covering letter with your CV. The Reward Defined Contribution Pension Scheme. Incentive Scheme/Bonus of up to 10% of your annual salary. Employee Assistance Programme. Travel Offers – Free travel on Lumo services. Shopping & Lifestyle Discounts. Discounted Gym Membership. Life Assurance Cover 4 x your annual salary. We all belong at Lumo.
We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. If you require additional support to complete your application due to a disability or neurodivergent condition, please follow the links below.
#J-18808-Ljbffr
Providing a highly visible & quality presence across customer touchpoints. Offer a ‘meet & greet' approach at each station, proactively seeking out and assisting customers who require additional help. Checking tickets. Proactively assist customers with information for a seamless travel experience. Proactively manage loadings, luggage & reservations to ensure the on-train customer environment is championed at all times. Deliver a high-quality at-seat catering service. Assist in the coordination of buses, local or rail replacement if train service dictates. Provide a highly visible and quality presence during times of planned and unplanned service disruption.
Safety Requirements
Dealing with Passengers Ill on Train (PIOT), ensuring swift action to support all our customers during these events. Attend and participate in safety briefings, team meetings, and personal development as appropriate. Work with the Control Centre, British Transport Police & other safeguarding agencies to positively impact customer confidence & safety.
What do YOU need to know about this role? Learning & Development:
Lumo has a commitment to continually develop you throughout your career. Lodging:
Colleagues are required to work a rotating 24/7 roster coverage which includes lodging away from Newcastle, in both Edinburgh and London. Annual Leave:
You will be entitled to 33 days annual leave in a full calendar year. About the location You must be located within a 60-minute commute of Newcastle upon Tyne. Working pattern 35 hours per week, working a rotating 24/7 roster coverage. Additional Information To apply, please submit a covering letter with your CV. The Reward Defined Contribution Pension Scheme. Incentive Scheme/Bonus of up to 10% of your annual salary. Employee Assistance Programme. Travel Offers – Free travel on Lumo services. Shopping & Lifestyle Discounts. Discounted Gym Membership. Life Assurance Cover 4 x your annual salary. We all belong at Lumo.
We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. If you require additional support to complete your application due to a disability or neurodivergent condition, please follow the links below.
#J-18808-Ljbffr
