At a Glance
- Tasks: Provide exceptional customer service and real-time updates during train disruptions.
- Company: Join Northern, connecting communities across the North with 2,500 trains daily.
- Benefits: Enjoy free travel, a generous pension scheme, and discounts on bikes and retail.
- Other info: This entry-level role offers growth opportunities and values diversity in the workplace.
- Why this job: Make a difference in people's journeys while working in a supportive, dynamic environment.
- Qualifications: Excellent communication skills and a proactive attitude are essential; railway knowledge is a plus.
The predicted salary is between 30000 - 42000 £ per year.
Is providing exceptional customer service in a dynamic environment ‘Your Thing’? We are looking for a customer focused and pragmatic person to join our Control Team as a Customer Information Controller. If you thrive on being an effective communicator and problem solver, this is the role for you!
Connecting millions of people and communities across the North is our mission. With 2,500 trains a day, we connect people to jobs, friends, family, and the wonders of the North. We're improving rail travel, enhancing the experience on board and at stations. Customers are at the heart of our business as we improve performance and create a better way to go. We're driving economic value and sustainable growth for the North and its people. Our commitment to the environment means reducing our impact and enhancing the world around us. Make a difference. Make it last. Make it easy. Make it happen. Make it yours. These are our values.
About the role:
In Control our customers are important to us. As a Customer Information Controller, you’ll be responsible for providing great customer service, during times of service disruption both planned and unplanned. Your job will focus on ensuring accurate information is clearly communicated and during those disruptions, assistance is provided to our customers in need. You will provide our operational teams and customers with up to the minute information about our train services. You’ll send messages to other parts of the business via our mass communication systems and liaise with colleagues, stakeholders and external customers and suppliers. You’ll ensure the highest level of adherence to safety for Northern’s services, customers and employees, in the midst of disruption, everyone knows what is happening.
If this sounds like your thing, we’d love to hear from you.
Key responsibilities:
- Assist in monitoring Northern's services via IT systems, ensuring prompt communication of disruptions to other controllers.
- Deliver real-time train updates to customers, including reasons for disruptions, and inform staff and relevant agencies of service interruptions or booking office closures.
- Collaborate with the Customer Services Controller to arrange alternative transport during service disruptions, maintaining detailed records.
- Oversee pre-planned rail replacement services and manage disruptions in coordination with the Customer Services Controller.
- Maintain accurate information on LLPA and CIS systems, updating them to reflect timetable changes due to planned or unplanned engineering work.
- Deliver manual announcements as needed.
- Provide customer information via free phone helpline and station help points upon request.
- Offer support to customers, conductors, and station staff on customer service matters and assist with assisted passenger procedures in line with the Disabled Persons Protection Policy.
- Record daily events in the events log as necessary.
About you:
You’ll have excellent interpersonal skills, with the ability to communicate effectively with a varied audience. You’ll be proactive and compassionate, as well as having a demonstrable ability to understand customer needs. Your commitment to delivering excellent customer service and supporting colleagues will also be a strong attribute you have.
We’re also looking for the following:
- Computer literate – with the ability to learn and use multiple systems simultaneously.
- Sound knowledge of railway operations, particularly passenger train operations and incident management - desirable.
- Familiarity with railway geography and infrastructure within the Northern Rail area of operations - desirable.
- Clear understanding of Northern Rail's Connectional and Alternative Transport Policy - desirable.
Our Benefits:
Because we value our people and reward hard work, we’ve created a benefits package that we think you’ll love. So, you’ll be able to make the most of:
- Opportunities to progress and grow - including comprehensive training schemes and a range of online learning courses.
- Cycle to Work Scheme - save up to 42% on the cost of a bike, while also spreading your payments throughout the year.
- Free Travel on Northern services - everyone who works at Northern, plus their partners/spouses and dependents, can travel for free right across our full network of services. *Certain eligibility criteria will apply.
- 75% discount with other Train Operating Companies - after 1 year with us, you’ll also get discounted travel on many other rail services in the UK and Europe.
- Defined Benefit Pension Scheme - you’ll rarely find a pension as good as a Northern pension, and we top up your pension with a generous 1.5 times your contribution.
- Maternity and Paternity Benefits - we go above and beyond the standard, and mums can enjoy 9 months’ maternity leave on full pay while dads can make the most of 2 weeks’ paternity leave on full pay.
- Employee Assistance Programme - advice, support and useful information 24 hours a day, 365 days a year on everything from family issues to lifestyle matters.
- Exclusive benefits with Northern Perks - enjoy retail discounts, instant vouchers, cashback, wellbeing support and much more.
Please note that Northern reserves the right to close recruitment for this role before the published closing date if high volumes of applications are received. However, if you miss the application window for this particular role, please keep checking back for other opportunities. We are always on the lookout for great people to join the Northern Team!
We’re an equal opportunities employer and a promoter of diversity and inclusion in the workplace. We encourage and welcome applications from candidates from all backgrounds, regardless of gender, sex, ethnicity, race, religion, education, socioeconomic background, disability, or sexual orientation. We also have Disability Confident status, which means we’re committed to making the most of the talents that disabled people can bring to the workplace.
Customer Information Controller in Manchester employer: Northern
At Northern, we pride ourselves on being an exceptional employer, offering a vibrant work culture that prioritises customer service and employee growth. Located in Northern Manchester, our team enjoys comprehensive training opportunities, generous benefits including free travel across our network, and a supportive environment that values diversity and inclusion. Join us to make a meaningful impact while enjoying a fulfilling career in the rail industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Information Controller in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Northern. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Northern before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Information Controller in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Northern:Your cover letter is your chance to shine! Tell us why you want to work at Northern specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Northern!
How to prepare for a job interview at Northern
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
