Customer Service Controller

17 hours ago

York, United Kingdom Northern Trains Full time

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.

We need to provide our operational teams and Customers with up to the minute information about our train services, this includes sending messaging to the business via our mass communication systems and liaising with Colleagues, Stakeholders and External Customers and Suppliers.

This role is essential to Northern particularly during planned and unplanned disruption

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 you**:
We are looking for an individual who is Customer Focused and possesses an excellent geographical knowledge of the whole Northern Network.

You’ll be working with internal and external Northern Customers. You need to possess excellent communication skills - both written and verbal and an excellent knowledge of Passenger Information during Disruption processes and the recommendations included in PIDD for the delivery of information.

You need to be a strong team player, whilst also having the ability to work under your own initiative.

This post will be required to monitor information sources from many sources including other train operating companies and a good knowledge of how the DARWIN system disseminates information across the industry is required.

An understanding of the Disabled Persons Protection Policy and an awareness of assisted passenger’s needs.

Knowledge of the Microsoft Office package including MS Word and Excel and the systems we use within Northern Control is essential.

This post is not safety critical.

For further information please contact Matt Clarke, Control Communications Manager on 07557 215467.

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