Rail Customer Information Controller

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.

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.

• 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.

• 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.

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.

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

Mid-Shift

Lates

Nights

Saturday & Sunday

Either  or  depending on the line on the roster

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…