Description : Customer Information Controller. Company : null. Location :

Customer Information Controller

Do you have drive, enthusiasm and a passion to help take the North further? If yes, then come and be part of our amazing team here at TransPennine Express.

We are an intercity train company connecting people and communities across our cities and major towns in the North of England and Scotland. Together we will continue to transform rail travel with faster, easier journeys that offer a step change in services with our fleet of new high-tech trains.

The North is a vibrant place to live and work and here at TransPennine Express our services are helping to keep the country moving. If you want to be involved in something truly transformative, that will have a lasting impact on how we travel, then please join us and help us to take the North further.

We have a fantastic opportunity for a proactive and dynamic individual to join our Customer Operations team as a Customer Information Controller.

Here's What You'll Be Doing

You'll work closely with the rest of our central control team at the Railway Operations Centre, with responsibility for distributing timely and accurate information about our train service to customers and colleagues across the network. This is a vital role which can make-or-break our response to service disruption and our ability to assist any affected customers.

Hundreds of colleagues will be relying on your messaging output in order to make important decisions that will affect our business. Likewise, customers will be paying close attention to your updates so they can make informed decisions about their journey, especially when things have gone wrong.

Outside of written messaging, you're also a reassuring voice across several applications including Station Help Points. You'll be answering inbound contact and providing support and guidance to any customers in need, answering questions about train performance, journey plans, ticketing, facilities and much more.

This control role requires you to work early mornings and late nights. Your remit will cover both the TransPennine Express network and the Hull Trains network.

Who We're After

You have top-notch writing skills and your IT skills are equally polished. You can create messages by following a strict, process driven standard and you'll be comfortable working under pressure when disruption strikes the rail network with the ability to prioritise a long list of tasks. You're open to learning how to use industry systems and interpreting information that's bursting with railway terminology.

Attention to detail is really important too, as is a sense of thoroughness, because you'll be giving our customers and colleagues real time information. To the frontline teams, you're a fountain of knowledge, so you need to be willing to completely involve yourself in the operations of a railway. This means understanding the industry but also understanding the customer experience and how to fix things when they go wrong. As you'll be writing and affecting information that will be spread across station screens, phone apps, social media and more, your writing skills need to be top-notch too.

We're also looking for someone who can work proactively and on your own initiative, but not be afraid to ask for help when needed. You'll be working in a busy team, so you'll also be a team player with a positive attitude and a great sense of humour. You're also customer focused and committed to providing the best service we can offer, plus you'll be comfortable in discussing improvements with the management team and being vocal on what you feel can be done better.

Last but by no means least, we're looking for someone with a positive attitude who can work early mornings and late evenings. You're the kind of person who gets asked the same questions time and time again, but because you're able to sympathise with the pressures that fellow colleagues are facing, you're prepared to go the extra mile and help out as much as you possibly can.

If that sounds like the right fit for you, we'd love to hear from you, please visit Search Page (firstgroup.co.uk), complete an application form and upload a copy of your CV and a Covering Letter.

What we offer

• Excellent career prospects.
• A personal development plan.
• Fully funded structured training and development*.
• Competitive salary paid on 4 weekly basis.
• Generous annual leave entitlement.
• Free TransPennine Express rail travel for you and your dependants*.
• Travel discounts of up to 75% off other train operating companies, plus international rail travel after 1 years' service* for you and your dependants*.
• Free & Confidential Employee Assistance Program and Wellbeing Portal 24 hours a day, 7 days a week to help you with any finance, family, health, or wellbeing issues you have. We make sure there's someone on-hand to offer guidance, advice, and useful information for our people when they are experiencing hardship at work or at home.
• Option to join the Railway Pension Scheme with significant employer contributions.
• Family friendly maternity and paternity benefits.
• Plus, high street and lifestyle discounts as well as a cycle to work scheme*.

• Terms and conditions apply.

Help take the north further.

Work with us

Our colleagues are from all walks of life with varied personal experiences and career journeys into rail. We want the best people for our roles. We are proud of our region and committed to connecting and reflecting the diverse communities that we serve across the North of England and Scotland. Our values are central to this, especially being ‘Supportive of each other'. As an inclusive employer we value individuals' contributions, regardless of their age, gender, race, ethnicity, disability, sexual orientation, social background, religion, or belief.