Operational Communications Manager

We are seeking an Operational Communications Manager to join our team based from Puddle Dock, London., Manage the timely provision of information to staff on the current status of Southeastern train services. Ensuring that the frequency and quality of information provided supports the Passengers Services organisation in delivering excellent customer service. Co-ordinate the provision of alternative transport, Southeastern on-call / response staff and initiate the "Chain of Care" when required in response to incidents.

As part of this, you will:

• Monitor the performance of Southeastern services.


• Provide regular summaries on the current state of Southeastern services to internal customers. Ensuring all information is appropriate to the audience and delivery channel.


• During times of disruption promptly provide regular fit for purpose information to Southeastern members of staff, to ensure they can assist customers to make informed decisions on travel based on the reason and likely duration of a delay and alternate transport arrangements.


• As required, implement the introduction of replacement bus services, including the determination of the appropriate level / frequency of service, when there is train service disruption.
  
  Knowledge services operated by Southeastern.


• Good knowledge of generally available and bespoke IT systems.


• Good general knowledge of Southeastern Passenger Services organisation structure.


• Good general education with passes in English Language and Mathematics.


• Previous experience in a Customer Information role preferable.


• Ability to create own inputs and influence at a number of levels in the organisation
  
  We're one of Britain's busiest train operators, serving London, Kent and parts of East Sussex. We run over 1,700 trains a day, carrying more than 400,000 passengers and serving 180 stations.


However, working on our railway is more than getting passengers from A to B. It's about all the little moments that make a difference to their journey.

It's also about making our railway a great place to work. With a team that represents the communities we serve. This is a journey we're fully committed to and we're proud to have been named a 'Great Place to Work' at the 2023 National Rail Awards and endorsed as a WORK180 Employer for Women.

Our ways of working are what we expect of everyone at Southeastern. They are powerful. Tiny moments, every day, from every one of us, add up to massive, positive change. Improving how it feels to work here and how it feels to travel with us.