Customer Information Controller

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.