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- Tasks: Support rail customers with journey planning and real-time information.
- Company: Join the National Rail Communications Centre in Doncaster.
- Benefits: Starting salary of £24,891, hybrid working, and 25 days annual leave.
- Why this job: Make a difference by helping passengers navigate their journeys.
- Qualifications: Detail-oriented with strong communication skills and a customer-focused mindset.
- Other info: Dynamic role with opportunities for professional development and recognition.
The predicted salary is between 24891 - 26422 £ per year.
We are currently recruiting for a Customer Information Controller to join our National Rail Communications Centre (NRCC) based at our Head Office 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.
- 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.
- 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.
Customer Information Controller (FTC 6 Months) in Doncaster employer: Deutsche Bahn AG
Contact Detail:
Deutsche Bahn AG Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Information Controller (FTC 6 Months) in Doncaster
✨Tip Number 1
Get to know the company and its values! Research the National Rail Communications Centre and understand how they operate. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As a Customer Information Controller, you'll need to convey information clearly and effectively. Try role-playing with friends or family to get comfortable explaining complex rail-related topics in simple terms.
✨Tip Number 3
Be ready for a fast-paced environment! Brush up on your time management skills and think of examples from your past experiences where you've successfully handled tight deadlines or adapted to sudden changes. This will impress interviewers!
✨Tip Number 4
Apply through our website! We want to see your application come through directly. It shows initiative and makes it easier for us to keep track of your progress. Plus, you’ll be one step closer to joining our awesome team!
We think you need these skills to ace Customer Information Controller (FTC 6 Months) in Doncaster
Some tips for your application 🫡
Show Your Customer Focus: Make sure to highlight your customer service experience in your application. We want to see how you've gone above and beyond to help customers, especially in challenging situations.
Be Clear and Concise: Since the role requires strong written communication skills, keep your application clear and to the point. Use simple language and avoid jargon to demonstrate your ability to communicate effectively.
Tailor Your Application: Take a moment to tailor your CV and cover letter to the job description. Mention specific responsibilities from the role that excite you and how your skills align with them. We love seeing genuine interest!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Deutsche Bahn AG
✨Know Your Stuff
Familiarise yourself with the National Rail Enquiries and the role of a Customer Information Controller. Understand the key responsibilities, especially how to communicate effectively during disruptions. This will show your genuine interest in the position and help you answer questions confidently.
✨Show Off Your Communication Skills
Since this role requires strong written communication, prepare examples of how you've successfully communicated complex information in a clear and customer-friendly way. Think about times when you’ve had to interpret jargon or provide support in a fast-paced environment.
✨Be Ready for Real-Time Scenarios
Expect situational questions that test your ability to handle real-time information and customer queries. Practice responding to hypothetical scenarios where you need to provide accurate travel information under pressure. This will demonstrate your problem-solving skills and adaptability.
✨Emphasise Teamwork and Collaboration
Highlight your experience working in teams and how you’ve contributed to a collaborative environment. The NRCC values a team player, so share specific examples of how you’ve worked with others to achieve common goals, especially in customer service settings.
