“Being a Customer Experience Ambassador at Lumo is quite different to anything I’ve done before, so there was a steep learning curve at the beginning. We are all enrolled into an apprenticeship from day one, which is great as it has meant that we’ve been getting a qualification whilst learning our roles on the job too. All the colleagues help each other to learn and grow, especially through our mentoring program, as well as training and assessments from our Managers and Instructors.

Now that I’ve completed the apprenticeship and have been in my role for two years, I decided that I wanted to learn more about the wider railway. I spent a couple of days shadowing our office team, in particular our Service Delivery Director and rostering teams, as well as an eye-opening visit to York Rail Operations Centre and the Doncaster Carr Hitachi Maintenance Depot.

This led me to want to do some further study into how the operations side of the railway works, so I’ve enrolled onto the CIRO Certificate of Higher Education in Railway Operations management with Lumo's sponsorship and support. I can’t wait to get started and see where my railway career can take me.”

“I was into my tenth year with a large pub chain where I had held every position from bar staff up to Pub Manager, and in truth wasn’t really looking for another job. However, I saw an advert for the Customer Experience Ambassador and thought it would be right up my street. I went along to the assessment day and instantly felt at home and knew it was what I wanted to do.

It was great to be with a company at the start of its journey and be able to help shape the culture. I was 5 months into working on the trains when the opportunity came up for the new planning & resource assistant role, which really appealed and I felt was something I could bring my experience from the hospitality industry to. I have absolutely loved it, even though I have missed moving away from a customer facing role. I initially started doing the rosters for the train crew, however after a couple of months, thanks to Lumo being part of FirstGroup, I was able to spend time with Hull Trains and TransPennine Express to learn about train planning, which I am now responsible for. It has gone from being just me to now leading a team of 3 of us doing Planning, Resourcing and Performance.

I have only been with Lumo for just over a year now but it has provided me so many opportunities. Taking the step away from my previous industry is the best decision I ever made and I couldn’t recommend joining the railway enough.”

"After losing my job as Cabin Crew in 2019, I became interested in the Rail Industry as it was a good crossover for my skillset. I wanted to challenge myself, so I applied for trainee driver jobs with other TOC’s. Unfortunately, I was one of 100’s of applicants and didn’t get very far. One of my good friends had just joined Lumo as a driver and suggested I joined the team as a Customer Ambassador, as they had a good ethos on promotion from within. Two years later, they saw my potential and helped me develop myself enough to achieve this position. I’m not just a number here, I’m part of a team that’s like a family, who really want to see you grow."