Passenger Ambassador - Tram

Passenger Ambassador will provide additional support at stations affected by a special event, or service disruption. Outside of special event days, they will work with the local community to inspire residents to use the Tram and support the Customer Service Agent team in maintaining Tram stations in optimum condition in order to meet the RTA Survey KPI.

MAIN RESPONSIBILITIES

• Lead events and engagement activities that provide valuable information to customers and non-users in the wider community.
• Organise accessibility trips, particularly for People of Determination, to build their confidence in travelling on the network and public transport.
• Support the management of special events, helping to create a smooth flow of passengers through stations by providing crowd control support.
• Support Customer Service Agents in assisting customers during special service events (and unplanned service disruption) by providing additional information, and active management of crowd.
• On some occasions, supplement the existing pool of Customer Service Agents.
• Create strong relationships with local community groups to remove potential barriers to using public transport, and encourage greater use of the Tram, in particular to People of Determination or new residents who are unfamiliar with the network.
• Raise awareness internally of the difficulties encountered by People of Determination and other customer groups.
• Give safety talks and presentations to primary schools in the areas close to Metro / Tram stations.
• Host drop-in sessions at local supermarkets, community centres and other locations to offer information and advice about travelling on the network, engineering works and accessibility trips.
• Support the Operations Manager in maintaining Tram stations in optimum condition in order to meet RTA Survey KPI.
• Carry out other tasks as instructed by the Operations Manager.

KEY SKILLS

• Confident and outgoing customer-focused individual who is flexible, able to think on their feet and full of initiative.
• Enthusiastic and energetic personality.
• Self-motivated.
• Ability to develop rapport to create good partnerships / contacts.
• As a key first point of contact for customers, you will be the face of Tram, so you will be approachable, smart and thrive in a busy and challenging metro environment.
• Good communication and presentation skills.

EXPERIENCES

• Previous experience of working with the local community.
• Experience of working in an environment that required the skills to forge relationships with partnering organisations and interact effectively at all levels.

EDUCATIONNAL QUALIFCATIONS

• Ideally, a person fluent in both Arabic and English. Preferable other languages to meet the needs of the local community include Hindi, Gujarati, Malayalam, Bengali, Chinese, and Urdu.
• Secondary education/ high school or its equivalent