Customer Information Coordinator

5 months ago

Swindon, United Kingdom Great Western Railway 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?**

The Train Service Delivery team are responsible for the day-to-day management and delivery of the GWR service to our customers. We deliver all components that make up the service, including managing the train plan, Customer Information, Area Operations and, when required, train service recovery. We deliver service management, incident recovery, and support tactical performance improvement.

**About the job**:
The Customer Information Co-ordinator is responsible for ensuring timely and accurate information is consistently disseminated from Control. Therefore, the Customer Information Coordinator plays a key role in ensuring customers have the right information to support their journeys and frontline colleagues have access to the latest information, equipping them to support our customers.

**Your main responsibilities will be**:

- Ensuring customer information is disseminated promptly by proactively communicating with the team on shift, upholding our Passenger Information During Disruption (PIDD) commitments.
- Communicating information to a high standard.
- Reporting any defects and responding to any alarms relevant to the role promptly.
- Simultaneously monitoring all relevant systems to ensure a clear and consistent message is presented to customers.
- Working with the Customer Experience Manager to ensure service delivery meets the needs of our passengers.

**You'll need to be**:

- A customer focused individual with a passion for ensuring the best possible delivery for our customers.
- An excellent communicator, both verbally and in written form, with a high attention to detail.
- A team player who is comfortable working within and challenging a team of colleagues.
- Able to maintain productive, professional stakeholder relationships.
- Able to work well under pressure, prioritising tasks as necessary, and keep calm in challenging circumstances.

**As a minimum, you will need to have**:

- Excellent written and verbal communication skills.
- 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.

**Working pattern?**

This is a part-time position, which averages 18.5 hours per week. Across the team, 24/7 coverage is required for this role, so a shift pattern is followed which includes night shifts and weekend working. As a result, the actual number of hours worked each week varies following a base roster.

**Additional Information?**

The role is based in our Integrated Control Centre in Swindon, which is a short walk from Swindon station. While many people use the train to get to work the majority of the time, you must also be able to get to work via other means due to the shift times involved.

Occasional travel across the GWR network as part of your working day may be necessary.

**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 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.

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