Who are we?
Lumo is an Open Access train company that provides regular, cost-effective, 100% electric train travel between London and Edinburgh as an alternative to flying. Our service is 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
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. You will always seek opportunities to delight the customer and enhance their experience to ensure their journey is unforgettable.
Your main responsibilities will be:
Customer Experience
Providing a highly visible & quality presence across customer touchpoints Offering a ‘meet & greet' approach at each station, proactively seeking out and assisting customers who require additional help Checking tickets Proactively assisting customers with information for a seamless travel experience, including tourist attractions, places to stay, and onward travel Proactively managing loadings, luggage & reservations to ensure the on-train customer environment is championed at all times Delivering a high-quality at-seat catering service Assisting in the coordination of buses or local rail replacement if train service dictates Providing a highly visible and quality presence during planned and unplanned service disruptions
Safety Requirements
Dealing with Passengers Ill on Train (PIOT), ensuring swift action to support all our customers during these events Attending and participating in safety briefings, team meetings, and personal development as appropriate Working with the Control Centre, British Transport Police & other safeguarding agencies to positively impact on 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. If you are successful, you will be signed up to an apprenticeship that will support your personal development alongside your practical knowledge. Lodging:
Colleagues are required to work a rotating 24/7 roster coverage which includes lodging away from Newcastle, in both Edinburgh and London. Comfortable accommodation, evening meals, and breakfast will be provided. Annual Leave:
You will be entitled to 33 days annual leave in a full calendar year, with 25 days allocated to ensure service continuity. About the location You must be located within a 60-minute commute of Newcastle upon Tyne, where our offices are located behind Newcastle Central Station. 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, explaining why this position is right for you in 250 to 300 words. The Reward Defined Contribution Pension Scheme – We will pay in a minimum of 10% (5% employee contribution and 5% employer contribution). Incentive Scheme/Bonus of up to 10% of your annual salary. Employee Assistance Programme. Free travel on Lumo services and discounted travel offers for friends and family after 6 months of service. Shopping & Lifestyle Discounts. Discounted Gym Membership. Employee Share Plans. Life Assurance Cover 4 x your annual salary. Income Protection Scheme. 25 days annual leave plus bank holidays. Access to a digital GP 24/7. We all belong at Lumo.
FirstGroup's vision is to provide an inclusive environment for all colleagues, ensuring all candidates have an equal opportunity to access meaningful employment. 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 Offering a ‘meet & greet' approach at each station, proactively seeking out and assisting customers who require additional help Checking tickets Proactively assisting customers with information for a seamless travel experience, including tourist attractions, places to stay, and onward travel Proactively managing loadings, luggage & reservations to ensure the on-train customer environment is championed at all times Delivering a high-quality at-seat catering service Assisting in the coordination of buses or local rail replacement if train service dictates Providing a highly visible and quality presence during planned and unplanned service disruptions
Safety Requirements
Dealing with Passengers Ill on Train (PIOT), ensuring swift action to support all our customers during these events Attending and participating in safety briefings, team meetings, and personal development as appropriate Working with the Control Centre, British Transport Police & other safeguarding agencies to positively impact on 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. If you are successful, you will be signed up to an apprenticeship that will support your personal development alongside your practical knowledge. Lodging:
Colleagues are required to work a rotating 24/7 roster coverage which includes lodging away from Newcastle, in both Edinburgh and London. Comfortable accommodation, evening meals, and breakfast will be provided. Annual Leave:
You will be entitled to 33 days annual leave in a full calendar year, with 25 days allocated to ensure service continuity. About the location You must be located within a 60-minute commute of Newcastle upon Tyne, where our offices are located behind Newcastle Central Station. 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, explaining why this position is right for you in 250 to 300 words. The Reward Defined Contribution Pension Scheme – We will pay in a minimum of 10% (5% employee contribution and 5% employer contribution). Incentive Scheme/Bonus of up to 10% of your annual salary. Employee Assistance Programme. Free travel on Lumo services and discounted travel offers for friends and family after 6 months of service. Shopping & Lifestyle Discounts. Discounted Gym Membership. Employee Share Plans. Life Assurance Cover 4 x your annual salary. Income Protection Scheme. 25 days annual leave plus bank holidays. Access to a digital GP 24/7. We all belong at Lumo.
FirstGroup's vision is to provide an inclusive environment for all colleagues, ensuring all candidates have an equal opportunity to access meaningful employment. If you require additional support to complete your application due to a disability or neurodivergent condition, please follow the links below.
#J-18808-Ljbffr
