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: Be part of a diverse team that values every voice.
- Why this job: Make a real difference in customer experiences during their journeys.
- Qualifications: Strong communication skills and a proactive approach to problem-solving.
The predicted salary is between 45065 - 45065 £ per year.
BUSINESS FUNCTION: Control
SALARY: £45,065 (Please note your salary will be 90% whilst you are in your training period)
ROLE TYPE: Permanent
HOURS: 42 Hours (On a rolling shift pattern)
LOCATION: York
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.
Back in 1825, the first passenger train set off in the North of England, beginning a journey that would transform travel across the world. We’ve recently celebrated 200 years of the modern railway and, as we reflect on that legacy, our focus is now on the future as Great British Rail takes shape. Join us at this pivotal moment in rail history and play your part in our journey.
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.
We automate parts of our screening process to remove any unconscious bias and to make sure every application is treated fairly. All successful offers will be subject to a DBS check and a medical assessment.
No matter your background, experience, or whether you call it a bap, barm, or cob… there’s a place for you here in the railway.
Customer Information Controller employer: Northern
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 York, where you can make a meaningful impact on the lives of our customers while enjoying a collaborative and inclusive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer 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 conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Customer Information Controller, you'll need to convey information clearly and calmly. Try role-playing scenarios with friends or family to get comfortable with delivering updates and handling customer queries.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge about the role and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're proactive and serious about joining the Northern team.
We think you need these skills to ace Customer 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 how you handle tricky situations.
Tailor Your Application:Make sure to customise your application to highlight your relevant skills and experiences. Mention specific examples that demonstrate your quick thinking and communication skills, as these are key for the Customer Information Controller role.
Keep It Clear and Concise:We appreciate clarity, so keep your application straightforward and to the point. Use simple language and avoid jargon to ensure your message is easily understood – just like you would when communicating with customers!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way to ensure it gets to us directly and helps us keep track of all the amazing candidates we’re excited to meet.
How to prepare for a job interview at Northern
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Information Controller role. Familiarise yourself with the key responsibilities, such as communicating real-time updates and supporting customers during disruptions. This will help you demonstrate your knowledge and enthusiasm for the position.
✨Showcase Your Communication Skills
Since this role requires clear and effective communication, prepare examples of how you've successfully communicated in past situations. Think about times when you had to convey complex information simply or handle customer queries with empathy and clarity.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss scenarios where you've had to think on your feet and solve problems quickly. Highlight your proactive approach and how you balance empathy with practicality, especially in fast-paced environments. This will show that you're well-suited for the challenges of the role.
✨Research Northern's Values and Culture
Take some time to learn about Northern's mission and values. Understanding their commitment to customer service and community connection will allow you to align your answers with their ethos, making you a more appealing candidate. Plus, it shows genuine interest in the company!
