Real-Time Rail 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

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.