Service Delivery Controller - Customer Experience

Who are we? Lumo is an Open Access train company providing regular, cost-effective, rail travel across key UK routes, including the East Coast and West Coast corridors, offering a great-value alternative to flying that is kinder to the environment and just as time-efficient as taking a domestic flight. As we continue to grow, our people are key to our success, and we are recruiting an engaged, empowered, multi-skilled and flexible family of colleagues who live and breathe our values of:

• Being proud & passionate people
• Sustainability at our heart
• Staying safe & healthy
• Always learning and improving
• Inclusive one team culture

First Rail is one of the UK's most experienced rail operators, carrying more than 345m passengers across four franchises (Great Western Railway and Avanti West Coast) and our open access operators (Hull Trains, Lumo and our soon to launch First Rail Stirling). We operate all types of passenger railways - intercity, commuter, regional and sleeper services. Lumo is part of FirstGroup, the largest rail operator in the UK and second largest bus operator in the UK outside London. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.

About the team: You'll be joining the newly established Lumo Open Access Control team, an in-house operational control centre based in Newcastle. The team plays a central role in delivering safe, reliable and high-quality services across Lumo's operations, supporting our future growth. Working closely with senior operational leaders and planning teams, Lumo's Open Access Control Team is focused on building long-term capability, improving performance and enhancing the customer experience through strong collaboration and operational excellence.

About the job: The purpose of the Service Delivery Controller role is to ensure the timely, accurate, and high-quality provision of customer information across all channels during both routine operations and periods of service disruption. The role is accountable for managing communications to customers, frontline teams, and internal and external stakeholders through systems such as CIS, OIS, electronic poster boards, social media, OA websites, and third-party information providers, ensuring compliance with industry standards and internal policies. The role also supports complaint management, process improvement, and the embedding of a proactive, customer-focused culture to deliver a seamless experience in alignment with business and regulatory requirements.

Your main responsibilities will be:

• The overall responsibility for managing the provision of customer information (customers, frontline teams, internal and external stakeholders) during times of service disruption and in Customer Service Level 2 incidents & accountable for the accuracy and content of the real-time information provision on CIS, OIS, electronic poster boards, social media, OA websites and third-party information providers (NRES/broadcast media).
• Supporting the Customer Experience Manager in delivering a 24/7 focused customer experience output for our customers, front line teams and key internal and external stakeholders.
• Embedding proactive, accurate and timely information of the highest quality for both our customers and our people within the framework of business and industry standards.
• Social media (on the day lead).
• Implement OA alternative transport policy and regulations.
• Manage Passenger Information During Disruption (PIDD) compliance.
• Input entries as required into the OA Control Log.
• Provide training and mentoring as required.
• Produce and deliver projects as necessary.
• Support with Customer Complaint process and investigation.
• Support with passenger assistance process (on the day).
• Logging of catering defects & escalating to Hitachi including Tyrell messages relating to reduced catering.
• Managing FIN process.
• Managing potable water reporting process.
• Manage catering stock with RG in times of engineering and disruption, moving stock cancelling orders.
• Managing alternative travel plans for customers during disruptive events liaising with other TOC colleagues to support onward travel arrangements in line with customer contingency plans.

About you: In-depth understanding of railway operations, including traincrew and rolling stock management, service disruption procedures, and safety of the line protocols. Familiarity with industry standards and regulations for passenger information, alternative transport arrangements, and operational compliance. Knowledge of train planning processes, VSTP, diagram allocation, and maintenance coordination with manufacturers like Alstom and Hitachi. Understanding of real-time information systems, including CIS, OIS, electronic poster boards, social media, and third-party information providers. Awareness of customer experience principles, complaint handling, and passenger assistance requirements. Strong analytical and decision-making skills to manage real-time disruptions and operational challenges. Proficiency in producing accurate, timely, and clear customer information across multiple channels inline with Passenger Information During Disruption (PIDD) requirements. Project management skills to deliver initiatives that enhance operational performance and customer experience. Proven experience in rail operations, including real-time service management and handling of service disruptions. Experience in customer-facing roles, particularly in delivering information during operational incidents. Familiarity with social media management and digital communication platforms in a high-pressure operational environment.

About the location: You must be located within a 60-minute commute of Newcastle upon Tyne, our offices are located behind Newcastle Central Station.

Working pattern: This role forms part of a 24/7 operational team, with a 36-hour working week delivered through a rota covering Monday to Sunday.

The Reward: Defined Contribution Pension Scheme – We will pay in a minimum of 10% (5% employee contribution and 5% employer contribution) to a maximum total contribution of 20%. Incentive Scheme/Bonus of up to 10% of your annual salary. Employee Assistance Programme. Travel Offers – Free travel on Lumo services and travel offers for bus and rail tickets and Day Rover Rail tickets at a discounted price for friends and family (after 6 months of service). Shopping & Lifestyle Discounts. Discounted Gym Membership. Employee Share Plans (Save as you Earn and Buy as you Earn). NEXUS – Tyne and Wear Metro Discount. Life Assurance Cover 4 x your annual salary. Gym discount – 50% of your membership paid up to a maximum of £600. 25 days annual leave plus.