At a Glance
- Tasks: Keep customers informed in real-time during disruptions and provide clear communication.
- Company: Join Northern, the heartbeat of the North, connecting communities through rail.
- Benefits: Enjoy free travel, generous pension, and tailored training opportunities.
- Other info: Inclusive workplace with career growth and recognition for your contributions.
- Why this job: Be the calm voice that supports customers during their journeys and make a real difference.
- Qualifications: Strong communication skills and a proactive approach to customer service.
The predicted salary is between 45065 - 45065 £ 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
- You’ll help keep customers and colleagues up to date in real time, using a range of systems to monitor our services and share information as things change.
- Your day could involve:
- 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.
Real-Time Rail Information Controller employer: Northern
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 York, where you can make a real impact 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 conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Real-Time Rail 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 under pressure.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider knowledge about the role and might even lead to a referral!
✨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 serious about joining Northern and ready to take that next step in your career.
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 of a Real-Time Rail Information Controller. Mention any relevant experience or knowledge about rail operations that could set you apart!
Keep It Clear and Concise:Just like in the role, clarity is key! Make sure your application is easy to read and straight to the point. Use bullet points if it helps to break down your skills and experiences.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the info you need about the role there!
How to prepare for a job interview at Northern
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Real-Time Rail Information Controller. Familiarise yourself with how to communicate effectively during disruptions and the importance of clear messaging. This will help you demonstrate your knowledge and enthusiasm for the role.
✨Showcase Your Communication Skills
Since this role requires strong interpersonal skills, prepare examples of how you've effectively communicated in past situations. Think about times when you had to convey complex information clearly or support someone in a stressful scenario. Practising these examples will help you articulate your experience confidently.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss how you approach problem-solving, especially in fast-paced environments. Consider scenarios where you've had to think on your feet and provide solutions quickly. Highlighting your proactive nature and instinct to help others will resonate well with the interviewers.
✨Research Northern and Its Values
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 what they stand for. This shows that you're not just interested in the job, but also in being part of their journey.
