Customer Ambassador (1809)
- Salary:£32,911 along with excellent benefits
- Location:Rail Operations Centre (ROC Three Bridges)
- Contract Type:Permanent
- Closing Date:18 September 2025
Exciting opportunity to recruit a Customer Ambassador based at Three Bridges Rail Operating Centre
Are you someone who excels in multitasking and prioritising tasks in a rapidly changing and unpredictable environment? If so, we have an exciting opportunity for you!
Join our GTR Control team as a Customer Ambassador, the go-to person for delivering real-time information to our customers and staff.
With your exceptional communication skills and ability to work under pressure, you'll play a crucial role in ensuring our customers and staff receive the train service information they need. Get ready to make a difference and take your career to the next level!
You'll be responsible for keeping our customer information updated in journey planners and station displays by delivering vital service and engineering updates. Additionally, you'll act as the voice of the customer and collaborate closely with Train Service Managers to ensure that service alterations are made accurately and in a timely manner.
Whether you're interacting with internal or external customers, your focus will be on delivering exceptional customer service and providing clear and consistent information. If you're ready to embrace this exciting opportunity where you can make a genuine impact, we encourage you to apply today!
Can you bring the following into the role?
Essential:
- Excellent analytical and computer skills – using the Microsoft suite of software and as well as possessing the ability to quickly learn the bespoke rail industry systems, as required, to monitor, record and improve GTR performance.
- Effectively use the standards, protocols, and systems that are provided and underpin this by always ‘thinking customer' to do the right thing.
- Keeping the customer at the heart of real-time decision-making.
- Strong problem-solving skills, able to think proactively and reactively to resolve issues effectively.
- Excellent communication skills, able to communicate clearly and effectively with customers and team members.
- Tenacity and positive attitude, able to work well under pressure and handle rapidly changing and unpredictable environments.
- Personable and friendly, able to work collaboratively in a team environment while demonstrating a personal style that is in tune with GTR's vision.
Shift pattern:
A 19-week rotating roster is in place and alternates between different shift times. Typically, you'll work a mixture of earlies (0645-1445), lates (1435-2235) and nights (2225-0700) during the week. Within the 19-week roster period, there is a requirement to work a number of weekend rotations. Weekend shifts are 12 hours (0700-1900 & 1900-0700)*
* This is a basic overview of the roster pattern. Full details can be issued upon request or during the interview.
Please find attached a job description for full information on the role.
Benefits

Pension

Staff Travel

Childcare Vouchers

Extra Holidays

Discount Scheme

Long Service Awards

Employee Assistance Programme

The Transport Benevolent Fund

In-House Occupational Health Department

Cycle to Work Scheme
Testimonials
What our staff say
“I work as part of the Fleet Infrastructure team, which means ensuring our 18 Engineering locations operate safely and efficiently. We oversee all building and track maintenance works as well as various minor and major projects across the network.”
Hannah Richards
Fleet Infrastructure Administrator
“I started in a small ticket office back in 1996 and have continued to work my way up ever since. A previous manager told me about a job he’d seen advertised for a trainer. ’d never considered a job in HR or mentoring before then, but he said I’d be perfect for it and I haven’t looked back since!”
Zoey Hudson
Head of Talent, Diversity and Inclusion
“Since April, I’ve helped to support our Kickstart Scheme. It’s been a really rewarding process to be part of because I know first-hand how tough it can be to find work once you’re out of it.”
Jack Gow
Mobile Station Manager
“I love the freedom that comes with being a train driver. Obviously, there are rules and regulations to follow as well as duties and commitments to carry out, but in a way, you’re sort of your own boss, which is nice.”
Ashley John
Train Driver
“I’m a Thameslink passenger host and team leader based at Luton station and I’m currently doing a Level 3 Supervisor apprenticeship so that I can improve my skills even further. I was hesitant to do the apprenticeship at first because of my age – I left school over 60 years ago without any qualifications! It’s been hard to get back into the routine of learning again.”
Bob Bryce
Passenger Host Team Leader
“It was my brother’s suggestion to join the railway. He was already working in the industry and knew I had some university bills to pay off so told me to give it a go, get out of debt and see what I wanted to do next. After a while, it just felt like actually – this is exactly where I’m meant to be. I’m part of a great team and the on-board department as a whole are brilliant to work with. I feel at home here.”
Tonderai Matizha-Johnson
Area Operations Manager
“When I saw that GTR was advertising places for its apprenticeship scheme I looked into it straight away because I thought it was a great opportunity to learn whilst getting real life experience in a 9-5 job. I applied for a level three business administration apprenticeship and was thrilled to find out I had a place on the course! I was so excited that I didn’t even mind it was based 250 miles away from where I lived.”
Harriet Dee
Team Administrator
“Working for GTR is very rewarding and fulfilling. You really feel like you're making a difference to customers, no matter what role you're in as at the end of the day they're the heart of our business. I’ve had lots of opportunities to explore other aspects of the business including supporting our station staff and gaining my Train Dispatch Licence which has been enriching for my experience here.”
Maggie Luckhurst
Platform / Train Dispatch
“If you’ve always had an interest in rail, or maybe you’re just curious to find out what working in the railway might look like, GTR is the operator to go for. Not many companies do an official work experience program and this unique opportunity will give you a good grounding with varied activities to help you find the best place in the railway for you. It certainly did it for me.”
Nathaniel Owen
Station Manager