Customer Information Coordinator

7 days ago

Swindon, Swindon, United Kingdom Great Western Railway (GWR) Full time

Who are we?
GWR is the proud custodian of Brunel's railway - one of the most prestigious networks in the world. We have some of the newest trains in the country and exciting plans to extend our services.

With more than one hundred million passenger journeys each year, we carry people to over 275 stations in the South West, from Cornwall and South Wales to London, passing through beautiful country and some of the UK's top tourist destinations.


We are transforming the way people think about train travel, empowering our team of over 6,000 people from all different backgrounds to make it a great experience for our customers.

Together, we will revalue rail as a very special way to travel - relaxing, fast, efficient, friendly and fun.

About the team?


Train Service Delivery (TSD) is responsible for ensuring that all teams across GWR work together to deliver a high-quality service for our customers.

We are responsible for ensuring that the train service is presented and managed efficiently, and that customers and frontline colleagues have the right information to make decisions about travelling - particularly in times of disruption.


About the job?
***The Customer Information Co-ordinator is responsible for ensuring customers are at the hearts and minds of all decisions made. The role will insist that colleagues and customers have timely, accurate, and consistent information to ensure customers have the right information to support their journeys and colleagues have accurate information that can be easily understood to support customers on the frontline.

Your main responsibilities will be:

  • Customer information is disseminated promptly by proactively communicating with the team on shift ensuring that Passenger Information During Disruption compliance is maintained.
  • Information is communicated promptly that is understood and consistent.
  • Report any defects and respond to any alarms relevant to the role promptly.
  • Ensure customers receive the best service possible.
  • Monitor and update the various information systems (CIS, PIS, SCALA and Tyrell), ensuring that the information displayed is accurate.

You'll need to be:

  • A customer focused person with a passion for ensuring the best possible delivery for our customers
  • An excellent communicator with the ability to communicate effectively in both written and verbal forms
  • A team player who is comfortable working in and challenging a team of colleagues
  • Able to work well under pressure and keep calm in challenging circumstances
  • Flexible as shifts vary across Earlies, Lates and Nights.

As a minimum, you will need to have:

  • Excellent written and verbal communication skills
  • Recent experience working in a customer service role
  • Excellent IT skills and the ability to learn and utilise new systems.
  • A good understanding of the GWR network and how the business delivers the train service daily.

Additional Information?
The team is based in the Network Rail Integrated Control Centre in Western House, Swindon. There will be opportunities to travel and work across the GWR network

This is a part-time role with an average of 18.5 hours per week over a 20-week period. Shifts include earlies (0630/0700 to 1330/1400), lates (1330/1400 to 2130/2200) and nights , weekend shifts are extended to 12 hours - days or nights

The Reward?


As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including on-going development, defined benefit pension scheme, free rail travel across the GWR network for you and your family, company-sponsored health care plan, discounted shopping and gym membership and an employee assistance programme.

We value our differences such as age, gender, LGBTQIA, ethnicity, religion and disability. We maintain 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.


Ref:022255

Company:
Great Western Railway (GWR)

Website Skillset:
All Other Roles

Contract Type:
Permanent - Part Time

Contracted Hours:18.50

Location:
Western House, Swindon

Closing Date:24 April 2023

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