Passenger Services Coordinator

Are you looking for a career where you can make a real difference in people’s days? We are seeking a Passenger Services Co‑Ordinator to join the Train Services Team based at the Kent Integrated Control Centre in Puddle Dock, London. Can you move people? Apply today!

The main purpose of the Passenger Services Coordinator is to act as the central co‑ordination function for Passenger Services in respect of responding to service disruption, on‑call mobilisation, chain of care, assisted travel plans, fault reporting, station sickness and passenger focused input to KICC logs. You will liaise with Passenger Services Managers and Supervisors in real time to facilitate the most appropriate response to differing situations and to produce a dedicated Passenger Services daily log.

• Providing immediate chain of care responses for front line colleagues.
• Co‑ordinating the on‑call response to incidents and acting as the call‑out mechanism for 1st line on‑call managers within PS.
• Tracking station infrastructure / customer‑impacting failures and keeping front line colleagues informed of progress relating to resolutions.
• Acting as the central point for out of hours station sickness calls and updating SharePoint, rosters and local managers accordingly.
• Undertaking activities in support of Southerns’ obligations in the Assisted Travel Process:
• Acting as a dedicated telephone number for accessibility.
• Managing the pre‑booking of luggage assistance.
• Co‑ordinating assistance during delays and disruption.
• Updating train facilities statuses.
• Working with the KICC, Depot Managers and on‑board colleagues to co‑ordinate and agree declassification of first class.
• Undertake other duties as directed or required.

Please note, this role is a fully office‑based position that involves 24/7 shift work with 12‑hour shifts. This includes weekends. Candidates need to be able to live within a reasonable commute to the Office in Puddle Dock to attend these shifts.

The experience you’ll need:

• A strong command of the English language with the ability to communicate clearly and effectively.
• Confidence in generating ideas and influencing stakeholders at multiple levels within KICC.
• Excellent interpersonal and communication skills.
• Proactive in identifying opportunities to enhance performance and add value to the business.
• Resilient, maintaining composure under pressure and responding positively to change and challenges.
• High levels of empathy to understand customer needs and put yourself in their shoes at help points.
• Exceptionally high levels of professionalism through respectful, collaborative, and effective working relationships.

Desirable Skills, Experience and Qualifications:

• Good knowledge of the relevant geographic area, including station locations, track layouts, and services operated by Southern.
• Good understanding of both standard and bespoke IT systems used within the organisation.
• Sound knowledge of operational procedures, including rolling stock, engineering, train crew, and station operations.

This vacancy may close early if we receive a large number of applications. So, make sure you get yours in early. All offers of employment are subject to satisfactory references, a right to work verification, a basic criminal record check, and a pre‑employment medical assessment. Work visa sponsorship isn’t available for this role. If you applied but weren’t successful in getting a similar role at Southern, please wait six months before applying again.

Benefits:

• Final salary pension.
• 25 days annual leave allowance (plus bank holidays).

As proud members of the Armed Forces Covenant and Disability Confident Scheme, we will offer you an interview if you apply under these schemes and meet the minimum criteria for the role.