Customer Experience

Customer Experience

A customer’s journey with us doesn’t just begin when they board our trains but starts the moment they enter our stations. At MTR Elizabeth line we want to give every customer a journey that they will remember for all the right reasons. Working in the Customer Experience team you will be a friendly face that is always ready to answer questions and tackle any problems. You’ll make customers feel important and valued by interacting with them regularly throughout the day and providing them with up-to-date and accurate information to help smooth their journey.

It takes special qualities to get journeys off to the best possible start and ensure they finish with a smile. We’re seeking individuals who are naturally helpful, warm and welcoming, and who are not easily fazed, even when the unexpected happens.

You’re the kind of person who steps in when you sense someone needs a little help. You like going the extra mile to resolve issues before they turn into problems. You can see the world through other people’s eyes, and you know how to make things right when they go wrong. You are also eager to pick up new technologies fast. There can be challenging days so it’s not for everyone. But when a customer says you’ve made their day, there’s no feeling like it.

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Latest Customer Experience Roles

Unfortunately we do not have any current vacancies in this area. Our website is regularly updated with our latest opportunities.

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Meet some of our team

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Rhona Smith

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Rhona Smith

I began with MTR Elizabeth line as a Customer Experience Assistant towards the end of 2018, with no previous experience on the railway. Since then I have gained a lot of new knowledge and skills that allow me to be my best and deliver great customer service.

Putting the customer at the centre of everything we do allows us to provide a safe and reliable railway – something I strive to do every day. Working on the Elizabeth line is an incredibly exciting and once-in-a-lifetime opportunity that I feel privileged to be a part of.

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Mos Ali – Customer Sales Experience Assistant

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Mos Ali – Customer Sales Experience Assistant

I joined the railway in early 2012 with Great Western Railway, transferring to MTR Elizabeth line at the end of 2017 as part of the Western Stations transfer. As a Customer Experience Sales Assistant, my main responsibilities include working in the ticket office and managing ticket vending machines at various stations.

Every day I assist customers plan their journeys and ensure they have all the information they need including during any disruption. Every day on the railway is different and I am constantly learning new things which drives me to show up to work every day. At MTR Elizabeth line, you receive extensive training to ensure you are prepared for the opportunities and challenges each day brings, and you are recognised for going the extra mile.

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Omar Zaman – Station Manager

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Omar Zaman – Station Manager

I first joined MTR Elizabeth line as a Duty Customer Experience Manager in 2018. Since then I have been promoted to Station Manager for a number of stations on our Western route. As a Station Manager, it is my job to ensure my stations are operated safely by my colleagues, whilst also giving the best possible customer experience to our passengers.

Although personal progression is extremely important to me, seeing my team develop and better themselves drives me to show up to work every day. Since joining the company, I have developed my skillset in management and widened my knowledge of the rail industry. MTR Elizabeth line is a company whose values I believe in and share. Customer experience is really important to me and I enjoy ensuring that my team and I are demonstrating this each and every day.

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Adam Green – Travel Safe Officer

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Adam Green – Travel Safe Officer

I joined MTR Elizabeth line in July 2018 as part of the new Customer Experience Apprenticeship Programme. This gave me the opportunity to experience and undertake many different roles within a station environment. Throughout my apprenticeship, I was exposed to many other areas of the business and gained a broader knowledge of the railway industry and how it operates. I was eventually promoted to full-time Customer Experience assistant.

In Autumn 2019 I became a Travel Safe Officer. I have always had an avid interest in this role and was really pleased join the team. As a Travel Safe Officer, I am an ambassador for Customer Experience on trains as well as protecting the railway’s revenue. It is my responsibility to ensure that customers are delighted about their journey whilst on our trains and at our stations. I also undertake targeted ticket checking exercises to protect revenue. My varied role means that no day is ever the same - you can never predict what might happen next.