Because I like making a difference to our passengers.
We caught up with Paul and Waseem, who are Customer Community Ambassadors at Metrolink.
You can read a transcript of our full chat with Paul and Waseem below.
What does your role involve?
Paul:
"Our role involves community engagement, so we get to go out to different schools and colleges, universities, and we speak directly to students and pupils who are getting on our system.
"And we talk to them about all things, including safety, navigating the system, correct tickets, passes. The big emphasis is on safety and how to report incidents if need be.
"I think with a lot of our engagement that we do with schools, especially involving the virtual reality headsets, it really gives us a chance just to again speak to pupils directly and hopefully deter them from carrying out any acts of antisocial behaviour or crimes on the system.
"And with that, obviously we are going to talk about consequences of these behaviours, but also it's just a really nice way to connect with young people by the use of these virtual reality headsets rather than just going in and showing a PowerPoint presentation.
"I feel like that has a really good impact on young people."
Waseem:
"In this role, anything could happen. We go around on the system, helping people by giving them information.
"We do a lot of surveys to get people's feedback and then we work on that feedback to improve the service for them.
"Once, we had a situation where a lady left her laptop on the tram and she was quite hysterical.
"We managed to get in contact with our control room and locate this laptop.
"We found it and she came down and collected it and she was very happy.
"We get involved with all sorts of things, all that on the system."
Can you share a time you’ve helped someone on the network?
Waseem:
"We help passengers on a daily basis.
"There was a bit of disruption at Piccadilly once, and no trams were going between Piccadilly and Piccadilly Gardens and a couple wanted to get the train from Victoria.
"So, me and Paul said the best way you're going to get there is to follow us basically.
"We walked up to Market Street and they got the tram up to Victoria.
"Otherwise the couple would have missed the train and their connection. They then sent a nice letter to Metrolink, thanking us for our help.
"That was a nice gesture from them.
"And the good thing about our role is we get to do loads of different things.
"We're not just doing one thing on any given day."
Why does this job matter to you?
Paul:
"Because it gives us the chance to really help customers.
And there's never a time when you cannot help someone.
"People are always coming up to us and asking us for help because we've got a yellow vests on and they're always asking us for information about how to get somewhere, or even where to go on a night out or what hotel where the hotel is to stay at.
"I love the thought that it’s really helping their day and helping them to get to where they’re going."
Waseem:
"Because I like making a difference to our passengers.
"One of the main reasons I do this role is because I’m very good with customers and I've got good interaction with customers and I'm always there to go the extra mile.
"I know it sounds a bit of a cliché, but I'm there to help people.
"And I like to know what's going around in Manchester."