Role: Customer Service Ambassador - Bilingual
Contract Type: Permanent
Location: Birmingham Moor Street
Salary: £33,529 per annum
Role Purpose
To deliver an exceptional, customer-focused service by proactively anticipating and responding to customer needs while taking full ownership of tasks. The role involves promoting retail opportunities, maintaining high standards of station presentation and cleanliness, and ensuring customers experience a safe, smooth, and seamless journey from arrival to departure. Fluency in additional languages is an advantage in supporting a diverse customer base.
Key Accountabilities
To ensure all job-related activities are carried out in line with company policies, procedures, and safety standards, minimising any risk to business operations or individuals. All duties must comply with:
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Consistently deliver high standards of proactive and responsive customer service while maintaining a visible presence
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Adhere to company customer service standards, including personal presentation and uniform requirements
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Maintain the overall appearance and cleanliness of the station to the highest standards
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Sell rail tickets and related products using all available ticketing systems, in line with retail standards
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Promote the use of smart cards and digital ticketing solutions
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Accurately process and record refunds, issuing authorised refunds in accordance with company procedures
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Manage and respond to anti-social behaviour in a professional manner, ensuring the safety of yourself and others at all times in line with company procedures
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Maintain a calm, professional, and consistent approach in all situations
Person Specification
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Previous experience in a customer service role
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Fluency in a second language (particularly Urdu, Punjabi, Bengali, Mandarin, or Arabic)
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GCSEs (grades A–C or equivalent) in English and Mathematics
Please apply on our website
