Customer Service Controller

**BUSINESS FUNCTION**:Control & Resource Planning

**GRADE**:Controller 4A

**SALARY**:£46,504 rising to £51,672 per annum after approx 8 weeks of training

**ROLE TYPE**:On Site

**HOURS**:42 per week

**Is ensuring customer satisfaction ‘Your Thing’?**
- We are looking for an excellent communicator and highly-driven person to join our Control Team, as a Customer Service Controller. 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.
- Connecting millions of people and communities across the North is our mission. With 2,500 trains a day, we connect people to jobs, friends, family, and the wonders of the North.
- We're improving rail travel, enhancing the experience on board and at stations. Customers are at the heart of our business as we improve performance and create a better way to go.
- We're driving economic value and sustainable growth for the North and its people. Our commitment to the environment means reducing our impact and enhancing the world around us.
- Make a difference. Make it last. Make it easy. Make it happen. Make it yours. These are our values.
- Ready to make them yours? Join us on this journey.

**About the role**:

- 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.
- As a Customer Service Controller, you’ll be responsible for monitoring service operations and providing real-time information to customer about our train’s services. As well as communicating with customers, you also send messages to the business via our mass communication systems and liaising with other colleagues, stakeholders and suppliers.
- If this sounds like your thing, we’d love to hear from you.

**Key responsibilities**:

- As a Customer Service Controller, you will encounter a role where no two days are the same. Here is a taste of what your day-to-day activities could include:

- Monitor all services operated by Northern Rail using relevant IT systems, ensuring that other controllers are aware of disruption. Advise staff and other agencies of service disruption, unplanned booking office closures and other relevant information.
- Monitor the quality of real time information to our customers’ by checking the National Rail Enquiries website and other downstream systems. Provide information as requested to customers using the free phone helpline and station help points.
- Liaise with Customer Relations department and LLPA/CIS operatives as required.
- Arrange the provision of alternative transport and/or accommodation in the event of disruption to Northern Rail services and maintain an auditable record.
- Monitor the provision of preplanned rail replacement services and manage any disruption, ensuring a swift return to the planned operation. Maintain an auditable record of all services provided.
- 3.6 Provide support for “On Train” staff and contractors. Liaise with other TOC’s customer service staff to ensure information and customer service is provided for all Northern Rail passengers and customers.
- Collate and disseminate information regarding current and future engineering operations in Northern Rail. Input entries as required into the daily events log and maintain records of On Call lists for all Northern Rail personnel and monitor response times.
- Train and mentor colleagues on the Customer Service desk as required.
- Produce and deliver projects as necessary.

**About you**:

- You’ll be a highly motivated person, with a passion for delivering exceptional customer service. You’ll possess excellent interpersonal and communication skills, along with strong people management and leadership abilities. You will also be able to demonstrate a proactive ability to getting the job done and supporting those around you to succeed.
- We’re also looking for the following:

- Essential:

- A strong understanding of customers’ needs, and the issues faced by front line staff.
- Good IT skills with experience of railway industry mainframe and micro systems.
- Ability to write clear concise reports and briefings.
- Effective people management skills with strong communication and persuasive attributes, combined with patience.

Desirable:

- Clear understanding of the Northern Rail Connectional and Alternative Transport Policy.
- Financial, commercial and contractual awareness.
- Understanding of the working railway, with particular emphasis on passenger train operations and incident management.
- Knowledge of traincrew conditions of service and the rostering process.
- A sound knowledge of Rules, Regulations and Safety Instructions relating to the operation of passenger trains using both diesel and electrical multiple units.
- A good knowledge of railw