DB Group

Introduction

We are currently recruiting for a Customer Information Controller to join our National Rail Communications Centre (NRCC) based at our Head Officer in Doncaster. 

The National Rail Communication Centre (NRCC) supports UK Train Operating Companies by communicating the latest travel information via National Rail Enquiries, empowering passengers to make an informed decision about their journey.

National Rail Enquiries is the main source of customer information for all passenger rail services in England, Wales and Scotland. National Rail Enquiries is part of the Rail Delivery Group (RDG), which provides business services to the Train Operating Companies.

As a Customer Information Controller you will support rail customers with journey planning, real time information, fares information and a range of rail-related information. 

The NRCC operates 24 hours a day, 7 days a week and will include working nights and weekends. The position operates on a 12-week rolling roster. 

The salary for this position starts at £24,891 moving to £ 26,422 per annum once competency has been reached. Due to the shift pattern, an additional £4,302 per year is included.

What will you be doing?

In this role, you will provide clear, consistent, and accurate information to customers during times of disruption on the railway network. You will utilise sources like the National Rail Enquiries website, social media, live departure boards, and real-time journey planners to keep customers informed.

Your key responsibilities will include interpreting railway jargon into customer-friendly advice, distributing information across multiple platforms, and supporting Train Operating Companies. You’ll also work on long-term projects such as communicating engineering work, new timetables, and new stations.

The role requires a high standard of work to meet quality and timing targets, including answering customer questions, primarily on National Rail Enquiries' Twitter account, and occasionally covering other Train Operating Companies’ accounts. You will proactively seek out and share relevant information from Train Operating Companies and Network Rail.

The position operates on a 12-week rolling roster, including nights and weekends. 

What are we looking for? 

We are looking for a detail-oriented individual to join our dynamic team. The ideal candidate will possess strong written communication skills, have a collaborative mindset, and a strong commitment to delivering excellent customer service.

You should work well in a fast-paced environment, demonstrating the ability to meet time sensitive deadlines while adapting quickly to process changes. 

Your focus on customer satisfaction will be key in driving success. 

Excellent written communication skills

Strong team player with a collaborative approach

Ability to manage time-sensitive tasks and deadlines effectively

Adaptable to changes in processes and workflows

Highly customer-focused

What matters to you?

Here at DB Cargo we offer range of benefits as part of your employment. These will include:

We offer a starting salary of £24,891 moving to £26,422 per annum once competency has been reached. Due to the shift pattern, an additional £4,302 per year is included.

35 hours per week.

25 days annual leave plus bank holidays.

Hybrid working between our locations and you home, this is mutually agreeable between the business and employees and is role dependant.

Defined Contribution pension scheme with generous employer contribution - up to 10% employer contribution.

Free on-site parking.

EV charging at selected sites.

Health Cash Plan Available.

Cycle to work Scheme.

Manager led recognition programme for employees who live our values.

Access to DB Learning world.

Annual pay reviews.

We are dedicated to your continuous professional development. Depending on your role we have specialist training programs, apprenticeships, development plans, course and qualifications we can support you through.

Access to our employee benefits portal where you can take advantage of discounts for a variety of shops and services as well as accessing our wellbeing content.

We take the health and wellbeing of all employees seriously and provide access to an Employee Assistance Programme.