Customer Information Manager

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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 adapt to our customers\’ needs, and it takes a great team to do this.

We are looking for a dedicated and versatile individual to join our team as a Customer Information Manager .

Salary after successful assessment & probation

Purpose of the Role:

1. Provide accurate real-time information on c2c train service provision, performance, and alterations to customers, both internal and external.
2. Assist station staff and management in delivering exceptional customer service.
3. Manage current and future business systems and technology to deliver customer information, supporting the deployment of the Thameside Operating Strategy.
4. Implement passenger information during disruption (PIDD) plans, support activation of CSL 2, and manage interactions during disruptions to ensure accurate information is displayed and conveyed.
5. Respond promptly to customer help point queries.
6. Provide out-of-hours contact for station issues.
7. Manage social media tasks related to service disruptions during out-of-hours periods.
8. Procure resources or services necessary for train service operation during on-call periods.
9. Arrange taxi and rail replacement transport following company procedures.
10. Maintain comprehensive records of incidents and updates affecting service safety and reliability for managerial follow-up.
11. Participate in emergency rostering of Service Delivery personnel.
12. Assist in training, mentoring, and coaching staff to promote best practices.
13. Collect performance data as required by the Service Delivery Manager.
14. Mobilize security and emergency services to assist customers during normal and degraded operations.

Skills and Qualifications Needed:

• General education to GCSE, O level, or equivalent, including English, Mathematics, and Science at least GCSE Grade C.
• Excellent IT skills.
• Ability to work under pressure and manage multiple tasks.
• Strong interpersonal, time-management, and communication skills.
• Knowledge of c2c geography and train services.
• Professional appearance and dress code adherence as a c2c manager, including night shifts and weekends.
• Ability to follow detailed instructions and procedures, understanding safety impacts.
• Contribute to the c2c net-zero campaign.
• Membership in a relevant professional body, e.g., Chartered Institution of Railway Operators, is encouraged.

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