At a Glance
- Tasks: Keep customers informed during disruptions and provide real-time updates.
- Company: Join Northern, the heartbeat of the North, connecting communities.
- Benefits: Enjoy free travel, generous pension, and exclusive discounts.
- Other info: Opportunities for training, career development, and recognition.
- Why this job: Be the calm voice that supports customers through challenges.
- Qualifications: Strong communication skills and a proactive approach to customer service.
The predicted salary is between 30000 - 40000 £ per year.
This is a talent pool advert for a potential vacancy within the year. As part of our Control team at Northern, you’d be right at the centre of keeping the North moving. When something unexpected happens on the network, whether planned engineering work or a sudden disruption, you’re the calm voice that helps people understand what’s going on and what their options are. It’s a role that blends quick thinking with genuine care for customers, making sure every message you share is clear, accurate and helpful.
People come to Northern for trains they can rely on, but they stay because of the people who make those journeys feel supported, even on the tricky days. If you enjoy solving problems in the moment and communicating with clarity and confidence, you’ll feel right at home here.
What you’ll be doing:
- Keeping track of train services through our digital systems and making sure any disruption is communicated quickly to the right people.
- Sending clear, real-time updates to customers, colleagues and partner organisations, including the reasons for delays or service changes.
- Working with the Customer Services Controller to arrange alternative transport when needed, and supporting planned and unplanned rail replacement activity.
- Updating local public address systems (LLPA) and customer information screens (CIS) so stations reflect the latest timetable or disruption changes.
- Providing manual announcements when the situation calls for it.
- Responding to requests for help through help points when required to support our Customer Experience Centre.
- Supporting conductors and station teams with customer service queries, including assisting with procedures linked to our Customer Promises and Northern's Accessible Travel Policy.
- Recording key events accurately in the daily log.
About you:
You’re someone who brings a calm, reassuring presence to fast‑paced situations. You communicate clearly with people from all backgrounds and you’re comfortable balancing empathy with practicality when customers need support.
A few things you’ll bring:
- Strong interpersonal and communication skills.
- The ability to learn and work across several systems at once.
- A proactive approach and a natural instinct to help others.
- An understanding of what good customer service looks like, especially during disruption.
If you also have knowledge of passenger train operations, incident management, the geography of our network or our policies on connections and alternative transport, that’s a bonus, but it’s not essential.
What’s in it for you?
At Northern, we don’t just value our people – we go the extra mile to support them. Here’s a taste of what you can look forward to:
- Free Travel: Unlimited free travel for you, your partner, and your dependents on Northern services. Plus up to 75% discount on other networks in the UK and Europe.
- Generous Pension Scheme: We top up your contributions by 1.5 times.
- Enhanced Family Benefits: We offer 9 months of full pay for maternity leave and 2 weeks for paternity leave.
- Cycle to Work Scheme: Save up to 42% on a bike and spread the cost.
- Exclusive Discounts: From shopping to wellbeing, Northern Perks has you covered.
- Employee Assistance Programme: 24/7 support for family, lifestyle, and more.
- Training and Career Development: We offer tailored training to our colleagues and opportunities to gain recognised qualifications. Plus enhanced career pathways no matter what part of the business you’re in.
- Recognition: We know how important it is to show how much we appreciate our people. That’s why we have our Northern Lights and Northern Sparks Awards, recognising and celebrating brilliance every day.
Why Northern?
We’re more than just a train operator. We’re the heartbeat of the North – connecting communities, creating opportunities, and driving sustainable growth. With 2,650 trains running daily, we’re on a mission to improve rail travel and enhance the customer experience while protecting the environment.
A place for everyone:
The best journeys happen when everyone feels welcome on board. At Northern, we don’t just move people from A to B, we’re building a team where everyone feels they belong. Our talent team can make reasonable adjustments to the process if that’s something you need. We’re also a Level 2 Disability Confident employer, so if you meet the minimum criteria for the role, we’ll always offer an interview. All successful offers will be subject to a DBS check and a medical assessment.
Customer Information Controller employer: Northern Trains Limited
At Northern, we pride ourselves on being an exceptional employer, offering a supportive work culture that prioritises employee wellbeing and development. With benefits like unlimited free travel for you and your family, a generous pension scheme, and tailored training opportunities, we ensure our team members feel valued and empowered to grow in their careers. Join us in making a difference in the North, where every day brings the chance to connect communities and enhance customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Information Controller
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with current employees at Northern. A friendly chat can sometimes lead to opportunities that aren’t even advertised.
✨Tip Number 2
Practice your communication skills! Since the role is all about clear and calm communication, try role-playing scenarios with friends or family. This will help you feel more confident when discussing how you’d handle real-life situations.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you’ve had to think on your feet. Be ready to share these during interviews to demonstrate your ability to handle disruptions effectively.
✨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 genuinely interested in being part of the Northern team.
We think you need these skills to ace Customer Information Controller
Some tips for your application 🫡
Be Clear and Concise:When writing your application, make sure to communicate your thoughts clearly and concisely. We want to see how you can convey important information effectively, just like you would in the role of a Customer Information Controller.
Show Your Problem-Solving Skills:Highlight any experiences where you've had to think on your feet and solve problems quickly. We love seeing candidates who can demonstrate their ability to handle unexpected situations with calmness and clarity.
Tailor Your Application:Make sure to tailor your application to reflect the specific skills and qualities mentioned in the job description. We’re looking for strong interpersonal skills and a proactive approach, so don’t be shy about showcasing those!
Apply Through Our Website:We encourage you to apply through our website for a smooth application process. It’s the best way for us to receive your application and keep track of all the amazing talent out there!
How to prepare for a job interview at Northern Trains Limited
✨Know Your Stuff
Familiarise yourself with Northern's services and the role of a Customer Information Controller. Understand how disruptions are managed and be ready to discuss how you would communicate effectively in those situations.
✨Showcase Your Communication Skills
Prepare examples that highlight your strong interpersonal skills. Think about times when you've had to explain complex information clearly or support someone in a stressful situation. This will demonstrate your ability to communicate with clarity and confidence.
✨Stay Calm Under Pressure
Think of scenarios where you had to think on your feet. Be ready to share how you handled unexpected challenges while maintaining a calm and reassuring presence. This is crucial for the role, so showing you can keep your cool will impress the interviewers.
✨Emphasise Your Problem-Solving Skills
Prepare to discuss how you approach problem-solving, especially in fast-paced environments. Highlight any experience you have with customer service or incident management, as this will show you understand the importance of being proactive and supportive.
