Guest Ambassador - Caledonian Sleeper

Scotland | Other

Guest Ambassador

Location: Inverness, Contact Centre 

Full Time, Permanent 12 months FTC To Cover Maternity Leave

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?




  • 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.




  • 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



About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 

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 Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Silver Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.  For help with your application please contact 0345 010 4000.

At Serco we support fair access to employment for those with unspent criminal convictions through the 'Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.

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Contract Type
Expiry Date
08/02/2023 02:33:00
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