Customer Information Controller (FTC 6 Months)

We are currently recruiting for a Customer Information Controller to join our National Rail Communications Centre (NRCC) based at our Head Officer in Doncaster on a fixed term contract for 6 months.

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.

As a Customer Information Controller you will support rail customers with journey planning, real time information, fares information and a range of rail-related information.

The NRCC operates 24 hours a day, 7 days a week and will include working nights and weekends. The position operates on a 12-week rolling roster.

Responsibilities

• Provide clear, consistent, and accurate information to customers during times of disruption.
• Utilise sources like National Rail Enquiries website, social media, live departure boards, and real-time journey planners.
• Interpret railway jargon into customer-friendly advice.
• Distribute information across multiple platforms, support Train Operating Companies.
• Work on long-term projects such as communicating engineering work, new timetables, and new stations.
• Answer customer questions primarily on National Rail Enquiries' Twitter account and occasionally cover other Train Operating Companies' accounts.
• Proactively seek out and share relevant information from Train Operating Companies and Network Rail.
• Work on a 12-week rolling roster including nights and weekends.

Qualifications

• Detail-oriented with strong written communication skills.
• Collaborative mindset and strong commitment to delivering excellent customer service.
• Ability to work well in a fast-paced environment, meeting time-sensitive deadlines while adapting quickly to process changes.
• Highly customer-focused.
• Strong team player with a collaborative approach.
• Ability to manage time-sensitive tasks and deadlines effectively.
• Adaptable to changes in processes and workflows.

Benefits

• Starting salary of £24,891, moving to £26,422 per annum once competency has been reached, plus an additional £4,302 per year due to shift pattern.
• 35 hours per week.
• 25 days annual leave plus bank holidays.
• Hybrid working between our locations and home, mutually agreeable and role dependent.
• Defined Contribution pension scheme with up to 10% employer contribution.
• Free on-site parking.
• EV charging at selected sites.
• Cycle to work scheme.
• Manager-led recognition programme for employees who live our values.
• Access to DB Learning World.
• Annual pay reviews.
• Dedicated continuous professional development with specialist training programs, apprenticeships, and development plans.