Customer Ambassador at GTR

Position	Customer Ambassador
Posted	14 May 2026
Expired	13 Jun 2026
Company	GTR
Location	South East \| GB
Job Type	Full Time

Job Description:

Latest job information from GTR for the position of Customer Ambassador. If the Customer Ambassador vacancy in South East matches your qualifications, please submit your latest application or CV directly through the updated Jobkos job portal.

Please note that applying for a job may not always be easy, as new candidates must meet certain qualifications and requirements set by the company. We hope the career opportunity at GTR for the position of Customer Ambassador below matches your qualifications.

Customer Ambassador - Rail Operations Centre (ROC Three Bridges)

This role is based at the Rail Operating Centre in Three Bridges, West Sussex.

The Customer Ambassador role offers the opportunity to work within a busy rail operations environment as part of an experienced and professional team.

Key information

Location: Three Bridges Rail Operating Centre (office based)

Contract: Full time, average working hours of 37

Roster pattern: Earlies, late and night shifts - 24-hour coverage. The roster is attached at the end of this advert

Salary: 32,911 + Sundays

Interview date: TBC (please note these will be in-person)

Applicants will be required to complete an online assessment within 72 hours of submitting their application.

Purpose of role:

You will play a key role inmaintainingup-to-date customer information on journey planners and station displays (visual and audio) by providing essential service and engineering information directly from the control centre; this is a non-customer facing role.

In addition, you will serve as the voice of the customer, working closely with Train Service Managers and other teams to ensure service adjustments are implemented accurately and promptly. Whether engaging with internal teams or communicating with external customers, your priority will be to deliver outstanding customer service through clear, consistent, and reliable information.
Your day-to-day duties will also include updating station and on-board facilities information,reportingand tracking faulty information supply equipment, supporting station colleagues with customer queries and dealing with station Emergency Help Point calls.

Key SuccessCriteria

Delivertimely,accurate, and professional customer information across trains,stationsand external platforms, ensuring it aligns with GTR's values through effective use of available systems.
Proactively seek the best solutions for customers during times of need, such as organising rail replacement buses and alternative transport, resolving queries and prioritising customer welfare during challenging situations.
Utilise data, evidence and customer plans when working with station teams to safeguard customer interests and ensure a positive experience.
Keep the customer at the centre of all real-time decision-making, ensuring their needs are the priority in every action taken.
Utilise standards, protocols, and systems effectively, always underpinned by a mindset of 'thinking about the customer' to ensure the right choices are made.
Ensure theaccurate, real-time delivery of the Passenger Information During Disruption process.
Strong IT skills, attention to detail and the ability to work across multiple systems are essential to ensure accuracy and efficiency in these responsibilities.
Excellentcommunication skills clear, professional, and empathetic, both written and spoken.
Proactive problem-solving skills with a calm and solution-focused approach under pressure.
High attention to detail and accuracy in delivering time-sensitive information.
Friendly, approachable, and customer-focused with a personal style aligned to GTR's values and vision.
Experience working in a high-pressure or time-critical environment,wheredecision-making impacts customer satisfaction directly.
Previousrailway or transport sector experience is highly desirable.
Strongtrack recordof working collaboratively in a team, with evidence of results and contribution to shared goals.

From time to time /occasionally our job adverts may close before the stated closing date. Do apply as soon as possible to ensure your application is considered.

What we can offer you:

Final salary pension
25 days holiday plus bank holidays
Healthcare
Free travel on GTR and sister groups for you and your family
75% off travel on other train operating companies for you, and leisure for your family
Discounted Oyster Card
GTR offers maternity, paternity and adoption leave and time off for prenatal care, as well as shared parental leave - all part of our commitment to family friendly policies
StarHubour great benefits package which, for example, includes discounts with many retailers

Documents

Customer Ambassador - March 2026 JD.pdf (85.84 KB)
Customer Ambassador - Roster.pdf (428.42 KB)

Job Info:

Company: GTR
Position: Customer Ambassador
Work Location: South East
Country: GB

How to Submit an Application:

After reading and understanding the criteria and minimum qualification requirements explained in the job information Customer Ambassador at the office South East above, immediately complete the job application files such as a job application letter, CV, photocopy of diploma, transcript, and other supplements as explained above. Submit via the Next Page link below.

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