TransPennine Express has created 21 permanent new jobs by transitioning its customer ambassadors from a temporary role to a permanent one, originally introduced during improvement work.
Initially implemented to assist customers during improvement work, the ambassador role exceeded expectations in customer satisfaction, leading to the creation of 21 permanent positions.
Recognizable by their distinctive purple hi-vis jackets, these ambassadors play a crucial role in customer assistance across North England and Scotland, with locations including Sheffield, Doncaster, Edinburgh, Glasgow, Preston, and Liverpool Lime Street.
Additionally, they provide support at various locations across the network, including during events such as sporting competitions.
One of the ambassadors, William McGeouch, shared his experience, stating, “I’ve been with TPE for fourteen months now. I was an on-board host for three and a half years and enjoyed every moment. Working in the rail industry is fantastic, with people being very helpful.
“What I appreciate most about my role is the ability to assist customers in locating their train and providing support when needed. I enjoy interacting with our customers and brightening their day with a friendly exchange.”
Carrie Donaldson, Regional Customer Experience Lead for Scotland at TransPennine Express, overseeing the ambassadors in Glasgow and Edinburgh, emphasized the positive impact of these roles on customer service. She commented, “The addition of these ambassadors greatly benefits our customers, as the team consistently delivers exceptional service.
“If you require assistance at a station, whether in finding your platform or confirming your train, look for their distinctive purple jackets. They are dedicated to ensuring you have an enjoyable journey.”
