Customer Information Controller

What will you be doing?

Providing concise, consistent and accurate information to customers during times of disruption on the railway network using amongst other sources, the National Rail Enquiries website.

Interpreting railway jargon into customer friendly information and advice.

Distributing information across multiple platforms including the National Rail Enquiries website, social media, live departure boards and real-time journey planners.

Providing support to Train Operating Companies.

Working behind the scenes on long term projects such as communication of engineering work, new timetables and new stations.

Working to high standard in order to achieve quality and timing targets.

Answering customer questions, primarily on National Rail Enquiries twitter account, as well as covering some other Train Operating Companies accounts at various parts of the day.

Seeking out relevant information provided by Train Operating Companies and Network Rail and retweeting to National Rail Enquiries customers.

You are required to work on a 12 week rolling roster, which includes working nights and weekends.

You will be able to demonstrate excellent written communication skills.

You will work cooperatively within a team structure in ensuring all messages are delivered to the public in a timely manner.

Remain customer focused at all times, ensuring the information provided is informative, easy to understand and up to date.

Able to adapt well to changes in process

Comfortable and confident to deal with live information and translating this in an appropriate way to ensure the best quality information is delivered to the public.

You will be able to show excellent attention to detail, ensuring quality is consistent.

The National Rail Communication Centre (NRCC) supports UK Train Operating Companies by communicating the latest travel information via National Rail Enquiries, empowering passengers to make an informed decision about their journey.

National Rail Enquiries is the main source of customer information for all passenger rail services in England, Wales and Scotland. National Rail Enquiries is part of the Rail Delivery Group (RDG), which provides business services to the Train Operating Companies.

We offer journey planning, real time information, fares information and a range of rail-related information to rail customers.

The NRCC operates 24 hours a day, 7 days a week from DB Cargo UK in Doncaster.

The starting salary for this position is £24,891.00 per annum and increases to £26,422.00 per annum once competency has been reached. You will also receive a shift allowance in addition to the salary of £4,302.00.

What matters to you?

35 hours per week.

25 days annual leave plus bank holidays.

Defined Contribution pension scheme with generous employer contribution - up to 10% employer contribution.

Free on-site parking.

EV charging at selected sites.

Health Cash Plan Available.

Cycle to work Scheme.

Manager led recognition programme for employees who live our values.

Access to DB Learning world.

Annual pay reviews.

We are dedicated to your continuous professional development. Depending on your role we have specialist training programs, apprenticeships, development plans, course and qualifications we can support you through.

Access to our employee benefits portal where you can take advantage of discounts for a variety of shops and services as well as accessing our wellbeing content.