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For Companies At a Glance
- Tasks: Join our Customer Information team to enhance communication and customer service during disruptions.
- Company: South Western Railway connects communities across South West London and beyond.
- Benefits: Enjoy free travel, discounts, training, and a supportive work environment.
- Why this job: Be part of a dynamic team that values creativity and customer experience.
- Qualifications: Strong communication skills and a passion for customer service are essential.
- Other info: Modern office with gym facilities and a commitment to diversity and inclusion.
The predicted salary is between 30000 - 42000 £ per year.
Overview
Who are we? South Western Railway (SWR) operates over 1,500 services each weekday across the network and employs more than 5,000 people. We provide easy and convenient mobility, connecting people and communities in South West London, southern counties of England, and the Isle of Wight. Join our team and help us continue to bring people together to get the most out of life.
About the job
Our Customer Information team are based at the heart of our control centre in Basingstoke, leading communications during disruption, events and engineering work. You will be joining the team that runs our “breaking news” desk at South Western Railway. We love to be a little different and are proud that our team aim to deliver the highest levels of customer service. The amazing candidate will possess excellent written, typed and verbal English communication skills to enable us to provide the best possible information to our customers and colleagues through the mediums we use. You will utilise insights from customer feedback to continually improve, evolve and innovate what we do. You will be a people person, with a down to earth personality, a passion for communication, collaborating with others while working as part of a small team in a busy, buzzing environment. Are you an insatiably curious optimist who understands the importance of Customer Experience? Do you know how to create engaging content in the moment, interpret sometimes complex and fast-moving events into easily assimilated, useful and relevant information? If you are, we want you!
Our social media channels play a large part of what we do and we receive hundreds of comments, questions and compliments daily. We are proud that our content is authentic, human and fun. You will strive to be open minded, forward thinking and embrace change. If you have experience using computer systems and digital platforms this would be beneficial but not essential.
Your main responsibilities
- Answering customer enquiries from Help Points across the network.
- Updating and maintaining the information displayed on the Customer Information Systems across the SWR network.
- Logging and managing faults and maintenance of CCTV, Customer Information Systems, Help Points, and some IT systems.
- Observing and monitoring stations, Ticket Vending Machines and trains using CCTV and the Ticket Vending Machine monitoring system, and bringing any issues to the attention of the relevant Control department.
- Liaising with our customers via social media, including the SWR Twitter account to keep them fully up to date on the running of the railway.
- Utilising the SWR Online Community to enter into conversation with our customers.
- Assisting other members of the Control Centre by facilitating communication with customers and other members of staff.
- Sending passenger assistance requests to the relevant parties.
- Various administrative tasks to ensure the desk runs smoothly.
- Miscellaneous other duties and tasks requested by your line manager.
As a minimum, you will need
- A high level of grammar, spelling and verbal communication skills.
- A good level of general education.
- Ability to prioritise tasks in a high pressure, fast moving environment.
- IT literate with the ability to learn new systems.
- Knowledge of railway terminology advantageous.
- Experience in a customer service environment.
- Able to work shift patterns.
About the location
Basingstoke Campus, more commonly known as the ROC, is a state-of-the-art Operating Centre and training facility located a short walk from Basingstoke station. It is a shared facility with Network Rail and is the hub for all operations across the Wessex region. The office space and technology on site are modern with the added benefit of additional facilities including a gym & canteen.
Working pattern
Average of 37 hours per week across 5 days working a mixture of early, late and night shifts.
7-Week Rolling roster
- Monday to Friday
- Earlies 0700-1415
- Mid-Shift 0900-1630
- Lates 1400-2215
- Nights 2200-0715
- Saturday & Sunday Either 0700-1900 or 1900-0700 depending on the line on the roster
The Reward
In return we offer a competitive salary and a variety of valuable benefits, including:
- Free duty and leisure travel on SWR services for employees
- Free leisure travel for spouse/partner and dependants (criteria dependent)
- 75% discount on many other train operating companies
- Full training and support with development
- Excellent pension scheme
We all belong at SWR. Our vision is to provide an inclusive environment for all colleagues, ensuring all candidates have an equal opportunity to access meaningful employment. We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent. We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive. If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please consider the resources mentioned. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.
Rail Customer Information Controller in Basingstoke employer: South Western News UK
Contact Detail:
South Western News UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Rail Customer Information Controller in Basingstoke
✨Tip Number 1
Get to know the company! Research South Western Railway and understand their values, mission, and what makes them tick. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since this role is all about delivering top-notch customer service, make sure you can articulate your thoughts clearly and confidently. Try role-playing with a friend or family member to get comfortable.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider info about the company culture and might even lead to a referral, which can boost your chances of landing the job.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that shows your enthusiasm and keeps you fresh in their minds.
We think you need these skills to ace Rail Customer Information Controller in Basingstoke
Some tips for your application 🫡
Show Off Your Communication Skills: Since this role is all about communication, make sure your written application shines! Use clear and engaging language to demonstrate your excellent grammar and spelling skills. Remember, we want to see how you can convey information effectively.
Tailor Your Application: Take a moment to read through the job description and align your experience with what we're looking for. Highlight any relevant customer service experience or IT skills that match the role. We love seeing candidates who take the time to personalise their applications!
Be Yourself: We’re all about authenticity here at SWR. Let your personality shine through in your application. Share your passion for customer service and communication, and don’t be afraid to show us your down-to-earth side. We want to know the real you!
Apply Through Our Website: Make sure to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do – just follow the prompts and you’ll be on your way!
How to prepare for a job interview at South Western News UK
✨Know Your Customer Service Basics
Brush up on your customer service skills and be ready to share examples of how you've handled difficult situations in the past. SWR values excellent communication, so think about how you can demonstrate your ability to keep customers informed and satisfied.
✨Familiarise Yourself with Railway Terminology
While not essential, having a grasp of railway terminology can set you apart from other candidates. Do some research on common terms and phrases used in the industry, as this will show your enthusiasm and readiness to jump into the role.
✨Prepare for Fast-Paced Scenarios
Since the role involves working in a busy environment, practice responding to hypothetical scenarios where you need to prioritise tasks quickly. Think about how you would handle multiple customer enquiries at once and be prepared to discuss your thought process during the interview.
✨Show Off Your Social Media Savvy
As you'll be liaising with customers via social media, be ready to talk about your experience with these platforms. Share examples of how you've engaged with customers online and how you can create authentic, fun content that aligns with SWR's brand voice.
