At a Glance
- Tasks: Keep customers informed in real-time during train disruptions and provide clear communication.
- Company: Join Northern, the heartbeat of the North, connecting communities through rail travel.
- Benefits: Enjoy free travel, generous pension, exclusive discounts, and tailored training opportunities.
- Other info: A welcoming environment with career growth and recognition for your contributions.
- Why this job: Be the calm voice that supports customers during their journeys and makes a real difference.
- 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.
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.
Real-Time Rail Information Controller employer: Northern Trains Limited
At Northern, we pride ourselves on being more than just a train operator; we are a community-focused employer dedicated to supporting our staff and enhancing their careers. With generous benefits like unlimited free travel for you and your family, a robust pension scheme, and tailored training opportunities, we foster a culture of growth and recognition. Join us in making a difference in the North while enjoying a supportive work environment that values every individual.
StudySmarter Expert Advice🤫
We think this is how you could land Real-Time Rail Information Controller
✨Tip Number 1
Get to know the company! Research Northern and understand their values, mission, and what they stand for. 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 Real-Time Rail Information Controller, clear communication is key. Try role-playing scenarios with friends or family where you explain complex situations simply and calmly.
✨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 and resolve issues quickly. Be ready to share these stories during interviews to demonstrate your ability to handle disruptions.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen to join the Northern team. Don’t forget to follow up after applying to express your enthusiasm!
We think you need these skills to ace Real-Time Rail Information Controller
Some tips for your application 🫡
Be Yourself:When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to show your passion for customer service and problem-solving.
Tailor Your Application:Make sure to customise your application to highlight how your skills match the role. Use examples from your past experiences that demonstrate your ability to communicate clearly and handle disruptions effectively.
Keep It Clear and Concise:We appreciate clarity, so keep your application straightforward. Avoid jargon and get straight to the point about why you’d be a great fit for the Real-Time Rail Information Controller role.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity with Northern.
How to prepare for a job interview at Northern Trains Limited
✨Know Your Stuff
Familiarise yourself with the role of a Real-Time Rail Information Controller. Understand the key responsibilities, such as communicating disruptions and providing customer support. Research Northern's values and how they prioritise customer service, especially during challenging situations.
✨Practice Clear Communication
Since this role requires clear and calm communication, practice articulating your thoughts. You might want to simulate scenarios where you have to explain delays or changes to customers. This will help you convey information effectively and confidently during the interview.
✨Show Your Problem-Solving Skills
Prepare examples from your past experiences where you successfully handled unexpected situations. Highlight your quick thinking and ability to remain calm under pressure. This will demonstrate that you can thrive in the fast-paced environment of rail operations.
✨Emphasise Empathy and Support
Northern values a caring approach towards customers. Be ready to discuss how you balance empathy with practicality when assisting customers. Share instances where you provided exceptional customer service, especially during disruptions, to showcase your understanding of good customer service.
