Customer Service Controller
Location
York, North Yorkshire | United Kingdom
Job description
Is ensuring customer satisfaction ‘Your Thing’?
We are looking for an excellent communicator and highly-driven person to join our Control Team, as a Customer Service Controller. If you are passionate about providing a great customer experience and great at quickly developing rapport with people, then we would like to hear from you
About the role:
In Control our customers are important to us, as well as providing great customer service, during service disruption both planned and unplanned, this includes ordering replacement transport and collating information on improvement works for stations and the Northern web-based disruption pages.
As a Customer Service Controller, you’ll be responsible for monitoring service operations and providing real-time information to customer about our train’s services. As well as communicating with customers, you also send messages to the business via our mass communication systems and liaising with other colleagues, stakeholders and suppliers.
If this sounds like your thing, we’d love to hear from you.
Key responsibilities:
As a Customer Service Controller, you will encounter a role where no two days are the same. Here is a taste of what your day-to-day activities could include:
Monitor all services operated by Northern Rail using relevant IT systems, ensuring that other controllers are aware of disruption. Advise staff and other agencies of service disruption, unplanned booking office closures and other relevant information.
Monitor the quality of real time information to our customers’ by checking the National Rail Enquiries website and other downstream systems. Provide information as requested to customers using the free phone helpline and station help points.
Liaise with Customer Relations department and LLPA/CIS operatives as required.
Arrange the provision of alternative transport and/or accommodation in the event of disruption to Northern Rail services and maintain an auditable record.
Monitor the provision of preplanned rail replacement services and manage any disruption, ensuring a swift return to the planned operation. Maintain an auditable record of all services provided.
3.6 Provide support for “On Train” staff and contractors. Liaise with other TOC’s customer service staff to ensure information and customer service is provided for all Northern Rail passengers and customers.
Collate and disseminate information regarding current and future engineering operations in Northern Rail. Input entries as required into the daily events log and maintain records of On Call lists for all Northern Rail personnel and monitor response times.
Train and mentor colleagues on the Customer Service desk as required.
Produce and deliver projects as necessary.
About you:
You’ll be a highly motivated person, with a passion for delivering exceptional customer service. You’ll possess excellent interpersonal and communication skills, along with strong people management and leadership abilities. You will also be able to demonstrate a proactive ability to getting the job done and supporting those around you to succeed.
We’re also looking for the following:
Essential:
A strong understanding of customers’ needs, and the issues faced by front line staff.
Good IT skills with experience of railway industry mainframe and micro systems.
Ability to write clear concise reports and briefings.
Effective people management skills with strong communication and persuasive attributes, combined with patience.
Desirable:
Clear understanding of the Northern Rail Connectional and Alternative Transport Policy.
Financial, commercial and contractual awareness.
Understanding of the working railway, with particular emphasis on passenger train operations and incident management.
Knowledge of traincrew conditions of service and the rostering process.
A sound knowledge of Rules, Regulations and Safety Instructions relating to the operation of passenger trains using both diesel and electrical multiple units.
A good knowledge of railway geography and infrastructure within the Northern Rail area of operations.
A knowledge of the Performance and Service Quality Regimes.
An understanding of the Disabled Persons Protection Policy and an awareness of assisted passengers needs.
Our Benefits:
Opportunities to progress and grow
Cycle to Work Scheme
Free Travel on Northern services
75% discount with other Train Operating Companies - after 2 years with us, you’ll also get discounted travel on many other rail services in the UK and Europe.
Defined Benefit Pension Scheme
Maternity and Paternity Benefits
Employee Assistance Programme
Exclusive benefits with Northern Perks
We’re an equal opportunities employer and a promoter of diversity and inclusion in the workplace. We encourage and welcome applications from candidates from all backgrounds, regardless of gender, sex, ethnicity, race, religion, education, socioeconomic background, disability, or sexual orientation.
We also have Disability Confident status, which means we’re committed to making the most of the talents that disabled people can bring to the workplace.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .
Job tags
Salary
£46.5k - £51.67k per annum
