Guest Ambassador Serco Caledonian

12 Nov 2017
16 Nov 2017
Contract Type
Full Time

Guest Ambassador

Serco Caledonian

37.5 Hours Per Week

£17,000-£18,490 per annum

Caledonian Sleeper forms a vital part of Scotland’s transport network, regularly moving over 220,000 passengers per annum with significant growth planned over the 15 year life of the franchise. Caledonian Sleepers will manage and operate all aspects of the network with total revenues of c£800m over its 15 year contract term. The contract will have a workforce of over 100 employees and together with several key 3rd party suppliers, will deliver the core service and specialist projects, providing a unique ‘one stop shop’ solution for Transport Scotland and their business, tourism and leisure aspirations

Working in Inverness we currently require a guest ambassador to deliver an exceptional level of guest customer service through phone and emails who will provide administration support to the team based in Inverness and carry out all administration duties. From the daily commuter to the senior executive, this role will cater for every individual and their needs before they board the train and ensure that they receive the best care and attention. It will ensure feedback from the customer experience is shared with the operation to continuously improve the service

Key requirements of the role include:

  • Provide an exceptional experience to guests and prospective guests by representing SCS through telephone, emails, F2F, video calls, social media etc.

Excellent product and service knowledge to support guest enquiries and to generate additional sales
Administration duties as required to support the Serco Caledonian Sleepers Inverness office functions
Customer relations – responding to customer feedback via the various media channels as above
To record and log feedback to ensure all customer feedback is measured and reported effectively

To resolve complaints affectively within a set time period.

Ensuring consistent presentation of the lounge facility including refreshments, literature, showers and toilet facilities
To espouse the values and principles embodied within the All Aboard guest excellence model

Essential Skills, Knowledge & Qualifications:

  • A passion for customer service and the desire to go the extra mile to ensure our guests have a memorable experience

Proven track record in providing high quality customer experience
Face to face customer experience is essential. Experience within a contact centre is essential
Knowledge of payment procedures, including handling secure payments
Experience in ensuring a company vision is brought to life in an operational environment in a robust and consistent manner
Excellent written skills as well as other communication skills
Ability to work anti-social hours, shift patterns and without supervision

In return we offer the chance to be part of a team who will transform an iconic business from the very beginning. We also offer a competitive salary, a benefits package including contributory pension, excellent working conditions and the opportunity to further your career within a supportive environment.

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