Welcome on-board! Introducing TPE’s customer ambassador team who are here to help
TransPennine Express (TPE) has welcomed 21 customer ambassadors to its stations.
The train operator introduced the ambassador role temporarily while improvement work was taking place, but they proved so popular with customers that the roles are now here to stay – creating 21 permanent jobs.
Identifiable by their dedicated purple hi-vis jackets, the ambassadors play a significant role in assisting customers and are based across North England and Scotland, including Edinburgh, Glasgow, Sheffield, Doncaster, Preston and Liverpool Lime Street.
The ambassadors also support other locations across the network when required, such as during sporting events.
William McGeouch, a customer ambassador based at Glasgow station, shared his experience working in the role and loves having a ‘laugh and a joke’ with passengers.
William said, “I’ve been with TPE for fourteen months now. I was an on-board host for three and a half years and loved every moment. Working in the rail industry is fantastic, people are very helpful.
“What I like most about my role is I can support customers in helping them find their train and support them if anything comes up. I enjoy having a laugh and joke with our customers and making their day.”
William added that a typical day in his role includes supporting customers with passenger assistance, which is where colleagues offer help and support to older and disabled customers at the station and on-board when travelling by train.
Further roles that William carries out during his day are assisting colleagues at the station by directing customers to the correct platforms and making sure they’re behind the yellow lines and are staying safe.
Carrie Donaldson, Regional Customer Experience Lead for Scotland for TransPennine Express, who manages the ambassadors for Glasgow and Edinburgh, said, “The appointment of these ambassadors is a huge help to our customers. The team is always willing to help and deliver customer service to a high standard.
“If you’re unsure about anything while at a station, whether you can’t find your platform or want to check you’re getting on the right train – look out for their purple jackets. They’re all there to help you have the best journey possible.”