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Customer Support Controller

3 months ago

Cardiff, Cardiff, United Kingdom Transport for Wales Full time

Who we are

Join Our Journey - Together we will Make it Happen
Here at Transport for Wales we are preparing for the future. We will be building new stations, introducing new trains, and transforming the rail network across Wales and the Borders. This brings opportunity - for Wales' economy, and for you.

Our vision is to create a world-class railway that will enable Wales to prosper for generations to come.

But achieving this depends on the quality of our 2600+ people and the environment we create to enable them to succeed.


Role responsibilities


As Customer Support Controller, you will support the operational control in the day to day running of all Transport for Wales Rail Limited journeys so that all customers reach their intended destinations; providing thorough communications and alternative travel arrangements or accommodation as required.


Responsibilities will include, but not be limited to:

  • Proactively monitor the train service and react appropriately with the distribution of train by train service messages and amendments through the relevant industry systems.
  • Ensuring that all delays and cancellations are communicated to customers and staff using all available downstream systems.
  • Ensure prompt advice to all other retail contacts and on train staff regarding service disruption and any other significant events in line with company procedures and PIDD processes.
  • Assist the Duty Control Manager as required, particularly during times of service disruption.
  • Support the process of customer service provision when trains are amended including arranging shortnotice road replacement services as required.

_Essential requirements to be considered for this role: _

  • A good standard of education is required GCSE level or equivalent in English and mathematics
  • Ability to manage difficult situations, giving clear and concise instruction while being persistent and tenacious.
  • Able to work on own initiative and manage work through prioritising.
  • Knowledge and experience of Trust, Tyrell and other control centre systems would be advantageous.
  • Good working knowledge of all railway operating practices and procedures would be advantageous.

Welsh Language Skills


Transport for Wales Rail Limited supports and promotes the use of the Welsh Language by employees and will encourage them to develop, improve and maintain their Welsh Language skills.

We fully support staff who want to improve their Welsh language skills, and personal development for Welsh Language skills are offered in a variety of ways such as online learning, classroom courses and funding attendance at local community courses.


Equal Opportunities
At Transport for Wales Rail Limited we value diversity. It makes us stronger, helps us understand our customers better, make better decisions and be more innovative. Everyone's different and has their own perspective so we're building a diverse team that mirrors the communities we serve. Through this we're determined to be one of Wales' leading inclusive employers. We're creating an inclusive transport network that everyone in Wales can be proud of.

Next steps


Does this role sound like the opportunity you are looking for? Do you want to find out more? See attached Job Description for further details.