At a Glance
- Tasks: Monitor live operations, support staff, and enhance customer service in a dynamic environment.
- Company: Join c2c, an award-winning train operator transforming the railway experience.
- Benefits: Competitive pay, flexible hours, and opportunities for personal growth.
- Other info: Fast-paced role with a focus on teamwork and real-time problem-solving.
- Why this job: Be part of a team that shapes the future of rail travel and customer satisfaction.
- Qualifications: Experience in ticket offices or station operations and strong communication skills.
The predicted salary is between 30000 - 42000 £ per year.
Here at c2c we take pride in being an award-winning train operator running services between Fenchurch Street and Shoeburyness, serving 26 stations in East London and South Essex. Our customers never stand still and neither do we. We anticipate, innovate and flex around our customer’s needs and it takes a great team to do this.
It is an exciting time to join c2c as we move into a new era of railway reform, aligning with Great British Railways (GBR) and the Department for Transport (DfT) to deliver a simpler, more connected and passenger-focused railway.
Purpose of the role:
- The post holder will be responsible for all aspects of Live Customer Operations Room (LCOR) operations in accordance with business requirements.
- Assist station staff and the management team in providing exceptional customer service.
- Monitor live dashboards for key business functions.
- Respond to alerts and enact appropriate workflows in line with operational protocols.
- Support the Live Customer Operations Room Manager in analysing operational data and trends (e.g., gate usage, incident response times etc) to identify opportunities for improvement.
- Use provided CCTV systems to verify incidents and support remote station oversight.
- Implement real-time redeployment of station staff, revenue protection staff and security providers, based on operational needs and gaps.
- Collaborate with cross-functional teams (e.g., Revenue, IT, Finance, HR, Accessibility) and external partners as required to deliver LCOR objectives and support business priorities.
Experience, knowledge and qualifications required:
- Ticket Office or Gateline experience is essential.
- Understanding station operations, including gate management and customer flows.
- Knowledge of the c2c network including its geography.
- Comfortable working with digital tools and live data platforms.
- Highly effective communicator across verbal and written channels.
- Able to follow escalation protocols and act quickly during disruption.
- Strong attention to detail and situational awareness.
- Flexible and adaptable team player, open to new systems and processes.
- Ability to multi-task and prioritise duties during periods of high pressure.
- Calm and clear decision-making under pressure.
Live Customer Operations Room Operator employer: c2c Railway Limited
c2c Railway Limited is an excellent employer, offering a dynamic work environment in the heart of London where innovation meets tradition. Employees benefit from a strong focus on professional development, competitive salaries, and a supportive culture that values teamwork and safety. With opportunities for growth within the Asset & Property department, this role not only ensures job security but also allows for meaningful contributions to the railway infrastructure.
StudySmarter Expert Advice🤫
We think this is how you could land Live Customer Operations Room Operator
✨Tip Number 1
Get to know the company inside out! Research c2c, their values, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Live Customer Operations Room Operator, you'll need to be a pro at conveying information clearly. Try role-playing scenarios with friends or family to boost your confidence.
✨Tip Number 3
Network like a champ! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider tips and might even lead to a referral!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the c2c team.
We think you need these skills to ace Live Customer Operations Room Operator
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your relevant experience, especially in ticket office or gateline roles. We want to see how your skills align with the Live Customer Operations Room Operator position!
Show Off Your Communication Skills:Since effective communication is key for this role, don’t shy away from showcasing your verbal and written communication abilities. Use clear examples in your application to demonstrate how you've successfully communicated in past roles.
Highlight Your Adaptability:We’re looking for someone who can handle pressure and adapt quickly. Share specific instances where you’ve had to think on your feet or adjust to changing circumstances in a fast-paced environment.
Apply Through Our Website:To make sure your application gets the attention it deserves, apply directly through our website. It’s the best way for us to receive your details and keep track of your application!
How to prepare for a job interview at c2c Railway Limited
✨Know the c2c Network Inside Out
Familiarise yourself with the c2c network, including its geography and key stations. This knowledge will not only impress your interviewers but also show that you're genuinely interested in the role and the company.
✨Demonstrate Your Customer Service Skills
Prepare examples from your past experiences where you provided exceptional customer service. Highlight situations where you had to think on your feet or resolve issues quickly, as this is crucial for a Live Customer Operations Room Operator.
✨Showcase Your Tech Savviness
Since the role involves working with digital tools and live data platforms, be ready to discuss your experience with similar technologies. If you have any specific examples of how you've used tech to improve operations or customer service, make sure to share those.
✨Stay Calm Under Pressure
Think of scenarios where you had to make quick decisions during high-pressure situations. Be prepared to discuss how you managed stress and maintained clarity, as this is essential for responding to alerts and operational disruptions.
