Information Delivery Team Member

Job Introduction
**Are you looking for a new challenge?** Look no further we have an opening for an Information Delivery Team Member to look after our customers on social media and deliver information in real-time through our digital displays at stations, announcements and other systems, particularly when things go wrong and there’s disruption to the train service. If you’re passionate about information, have a flair for social and can remain calm under pressure, this could be the role for you

Main Responsibilities
- Operate the CIS equipment correctly with speed, efficiency and accuracy, especially in times of service disruption.
- Update the status of any disrupted train services via the Tyrell system as advised by the Train Service Manager in a timely fashion to ensure passengers receive updates on service status as quickly as possible.
- Make live or scheduled Public Address (PA) announcements to ensure that passengers and staff are kept informed, in particular during times of service disruption, together with details of alternative arrangements and any compensation arrangements that may be applicable.
- During times of disruption ensure that notices are published on the CIS system explaining the reason for the disruption and a summary of any alternative arrangements that are available.
- Ensure that the notices on display during disruption are updated so that they are consistent with the information being published by the Information Delivery Manager and the Operational Communications Manager.
- Ensure that all trains which are being delayed by 5 minutes or more have the correct delay reason attached to it, so staff and passengers are aware of the cause of the delay.
- Maintain constant monitoring of the CIS data displayed for potential problems, identifying and clearing automated service alarms.
- Oversee the integrity of data within Darwin, including the creation of new schedules and removal of incorrect data. Also respond to any alarms raised by the Darwin Workstation
- Communicate with station staff to ensure that trains are accurately advertised and that they are being provided with a sufficient level of information
- Communicate with Network Rail Signalling staff to ensure that trains are accurately advertised, in particular with correct platforms displayed.
- Ensure any relevant information is noted while on duty, and hand this and any other ongoing incidents over to the next team on duty clearly and correctly.
- Ensure that information about upcoming engineering work on the Southeastern network is presented accurately on CIS and PA systems, and both the Southeastern and National Rail Enquiries websites
- Manage the Southeastern Twitter and WhatsApp accounts and any other social media accounts as directed in line with the Southeastern social media strategy and as directed by the Head of Information Delivery or Information Delivery Manager.
- Collate the information related to passengers who will be travelling and require assistance, and communicate to conductors to advise them when passengers who need assistance will be travelling on their trains
- Update the National Rail Enquiries “Knowledgebase” and any other system when accessible facilities for passengers at a station become unavailable.
- Provide information about Group Travel to the CIS and train displays to advise when groups will be travelling on trains.
- Monitor the service status of other TOCs which operate in the Southeastern Network area to ensure correct information is displayed at relevant stations, communicated on social media and all ticket acceptance information is up to date and correctly advertised
- Knowledge of the relevant geography, including stations and services operated by Southeastern.
- Good knowledge of generally available and bespoke IT systems.
- Good general education with passes in English Language and Mathematics operated.
- A good command of English language and ability to communicate clearly.
- Ability to create own inputs and influence at a number of levels.
- Excellent communication skills.
- Understands the business requirements for advertising of train services and announcements
- Exploits opportunities to improve results and add value to the business.
- Interacts with others in a sensitive and effective way.
- Remains calm and self-controlled under pressure.
- Interacts with others in a sensitive and effective way.

About The Company
**About Southeastern**

Southeastern runs train services into London from Kent and East Sussex, operating almost 1,700 trains a day, carrying more than 400,000 passengers, serving 176 stations and covering 540 miles of track.

Just over 4,600 employees - mostly from the communities that we serve - work together to provide this vital service and we are looking to expand our successful team. We have a strong set of values that shape the way we run our business and guide our staff in delivering what our customers need. These are:

- We aim to be the best
- We make th