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Guest Ambassador

Location: Inverness or Glasgow

Full Time, Permanent

Salary - £23,037.74 per annum plus benefits

If you enjoy speaking to new people every day and have a passion for Customer Service, then this is the role for you. It’s an exciting opportunity to join a friendly team of Guest Ambassadors within Caledonian Sleeper. Each member of the team is here to exceed the expectations of our guests by offering a first-class Customer Service experience. Please note, this is an opportunity to join our Guest Service Centre and isn’t an on-board crew role.

Responsibilities of a Guest Ambassador

• 
  The role involves being at the end of a phone, email, live chat, or social media to assist our guests.
• You will be making reservations for the guests on the train.
• You will be booking passenger assistance for guests that require it.
• Part of the role will be processing delay repays and guest feedback.
• Day to day you will have to manage customer queries, feedback and complaints in a polite and efficient way.

What I need to do the job?

Essential

• 
  Experience within a customer focused role
• Experience of working independently
• Ability to deal with challenging situations and deal with challenging customers
• Strong written and verbal communication skills
• Flexibility to work shifts, including anti-social hours.

Desirable

• 
  Call / Contact centre experience
• Experience / Knowledge of the rail sector

Our Amazing Benefits:

• Are you looking for a company who can be flexible to fit around you? Then look no further! Caledonian Sleeper offers a range of shift patterns and can offer a great degree of flexibility to our candidates.
• Complementary travel for employee and dependents on Caledonian Sleeper and Scotrail
• Reduced travel within most rail operators within GB
• 25 days annual leave
• Friends and Family discounts
• Final salary railway pension
• Access to health insurance scheme
• Access to Serco Benefits package discounts which include cinema, merlin entertainment and online shopping discounts, cycle to work scheme and discounts on mobile phone plans and leisure centre memberships
• Extensive training and development

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens, we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.

At Caledonian Sleeper Limited we are committed to building a diverse and inclusive organisation that supports the needs of all and matches the diverse profile of our Guests. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from all if you feel you match the skill requirements of the role.

We are open to discussions around flexibility and flexible working. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.

Caledonian Sleeper is an iconic brand with a heritage stretching back a century and a half to the early years of Scotland-London sleepers.

Part of an exclusive club, Caledonian Sleeper is one of only two sleeper trains in the UK, and we like to think it is the most scenic! Whisking guests from the bright lights of London through the night to the iconic cities of Aberdeen, Edinburgh, Inverness, and Glasgow or to the jaw dropping scenery of the west Highlands of Scotland around Fort William. We are proud to serve the UK’s most remote railway station too, Corrour.

Caledonian Sleeper sets new standards in overnight rail travel, offering a choice of affordable seats, private guestrooms, some with en-suites and double beds, as well as our much-loved Club Car to around 200,000 guests per year.

Serco is acting as the resourcing partner for Caledonian Sleeper Limited which is operated by Scottish Rail Holdings on behalf of the Scottish Government.