Customer Information Controller

Northern Trains Limited; Manchester; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Free Travel for you and family

Pension Scheme

Enhanced Family Benefits

Cycle to Work Scheme

Exclusive Discounts

Employee Assistance Programme

Training and Career Development

Recognition Programs

Job summary

Northern Trains Limited is seeking a Customer Information Controller at Manchester Rail Operating Centre to keep customers updated during disruptions, coordinate with colleagues and ensure accurate information is shared across channels. You will support the Customer Experience Centre and frontline teams with timely, clear communications.

The role requires calm, clear communication under pressure, strong interpersonal skills, and a proactive, customer-first mindset.

Qualifications

• Strong interpersonal and communication skills.
• Comfortable using computers and quick to learn different systems.
• Proactive approach and natural instinct to help others.
• Understanding of good customer service, especially during disruption.
• Knowledge of passenger train operations or incident management is a bonus but not essential.

Responsibilities

• Keep customers and colleagues up to date in real time using digital systems to monitor services and share information.
• Send clear, real-time updates to customers, colleagues and partner organisations with reasons for delays or changes.
• Arrange alternative transport with Customer Services Controller and support planned/unplanned rail replacements.
• Update local public address systems (LLPA) and customer information screens (CIS) with latest timetable or disruption changes.
• Provide manual announcements when needed.
• Respond to help points to support our Customer Experience Centre.
• Support conductors and station teams with customer service queries and with Procedures linked to our Customer Promises and Accessible Travel Policy.
• Record key events accurately in the daily log.

Skills

Strong interpersonal and communication

Job description

Customer Information Controller BUSINESS FUNCTION: Control

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.

You’re comfortable using computers and can quickly learn to use different systems at the same time.

• 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.

Location: Manchester Rail Operating Centre