Route Information & Customer Experience Controller

South Western News UK; Basingstoke; On-site; GBP 60,000 - 80,000; Full time

Job summary

A major transportation company in the UK is seeking a Customer Service Coordinator to manage and improve the customer experience during both routine operations and disruptions. This role requires effective communication and decision-making skills, along with a strong knowledge of network operations. The successful candidate will join a supportive team and enjoy benefits such as free travel and professional development opportunities.

Benefits

Free duty and leisure travel on SWR services for employees

Free leisure travel for spouse/partner and dependants

75% discount on many other train operating companies

Full training and support

Excellent pension scheme

Qualifications

• Good level of general education.
• High level of grammar, spelling and verbal communication skills.
• Ability to make quick decisions and prioritise.
• IT literate, with the ability to learn new systems.
• Good knowledge of the SWR network, service patterns, traction, stations and crew.
• Experience in a customer service environment.
• Availability to work shift patterns.

Responsibilities

• Manage the customer experience and information within the service delivery pod.
• Implement SWR PIDD plan during disruptive events.
• Liaise with transport providers to ensure alternatives run smoothly.
• Compile CSL2 messaging using Tyrell IO.
• Provide real-time communication with first-line teams about disruptions.

Skills

Verbal communication skills

Decision making

IT literacy

Knowledge of SWR network

Customer service experience

Education

Good level of general education

Job description

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

• To provide a high standard of information during times of normal service operation and disruption.
• The provision of alternatives during times of service disruption, such as ticket acceptance and replacement road transport.
• Oversee event and engineering work mitigation plans.
• Answer queries from on-board and Station colleagues about the train service.
• Logging of the actions taken during disruption and normal service provision.

Your main responsibilities will be:

• Take the lead in managing the customer experience and information within the relevant service delivery pod
• Implement the SWR PIDD plan in real time, ensuring that customers' needs are met during disruptive events
• Liaison with alternative transport providers during planned and unplanned disruption events, ensuring that planned alternatives are running to plan (or mitigated for) and that during unplanned events, appropriate alternatives are put in place
• Communication with other TOCs and Transport Providers (such as TfL and local bus companies) to provide alternatives during times of disruption
• Compilation of CSL2 messaging using Tyrell IO (and other systems as appropriate)
• Updating of individual service alterations to Darwin using Tyrell IO (and other systems as appropriate)
• Provision of general information using the Tyrell IO (and other systems as appropriate)
• Proactive communication with first line teams about disruption, providing the problem, impact and advice
• Ensure that information systems are kept up to date with the most up to date information
• Provide details of late running, cancelled and otherwise altered train services using the Tyrell IO (and other systems as appropriate)
• Enact the Day A for Day B process, ensuring that information systems are as up to date as possible
• Set up the log for the following day
• Send Tyrell messages to advise Guards and station colleagues of planned and unplanned passenger assistance
• Coordinate contractor response to any emergency fault at stations outside of Station Property Helpdesk hours
• Real time contribution to the recording of incidents in the logging system
• Maintaining a safe working environment for yourself, colleagues and other users of the WICC/WSDT, reporting to the relevant person any unsafe working practises

As a minimum, you will need to have:

• A good level of general education.
• A high level of grammar, spelling and verbal communication skills.
• Ability to make quick decisions and prioritise.
• IT literate, with the ability to learn new systems.
• Good knowledge of the SWR network, service patterns, traction, stations and crew
• Experience in a customer service environment.
• Availability 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 working a mixture of early, late and night shifts including weekends.

You will work as part of a team covering a 7 day week roster and must be able to work any 5 days out of 7.

Shifts include:

Monday to Friday
Early Turn: 07:00-14:15
Late Turn: 14:00-22:15
Night Turn: 22:00-07:15

Weekends only
Day Turn: 07:15-19:15
Night Turn: 19:15-07:15

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, across its group of businesses, 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.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.

https://exceptionalindividuals.com/neurodiversity/

https://www.healthassured.org/blog/neurodiversity/