Customer Information and Retail Controller – Part Time

East Midlands Railway (EMR) is seeking a part-time Customer Information and Retail Controller to join its Control Team based in Derby. We are a Top Employer, valuing our employees and fostering a supportive work environment.

About the Role

This part-time position (17.5 hours per week) involves responding to real-time customer inquiries via various channels (phone, web, social media, email). The role combines delivering passenger information with providing retail system support to frontline teams.

Key Responsibilities

• Answer incoming customer inquiries via phone, email, web, and social media.
• Investigate inquiries professionally, liaising with internal and external functions.
• Provide proactive customer feedback, adhering to complaint handling procedures and franchise obligations.
• Manage Delay Repay compensation claims and support the Customer Service Centre outside of hours.
• Ensure accurate record-keeping in the company’s logging system.
• File reports and records, utilizing company systems as directed.
• Monitor the integrity of CIS interfaces for train movements and data feeds.
• Create, display, and announce messages for customers and stakeholders, adhering to industry standards.
• Serve as the first point of contact for frontline staff reporting retail system faults.
• Proactively monitor retail systems and remotely assist staff to resolve issues.
• Record, track, and manage system faults to resolution.

Shift Pattern and Requirements

This role operates on a shift basis, with two main shifts: 06:00 – 14:00 or 13:45 – 22:00, covering all days of the week. Flexibility and teamwork are essential. Excellent communication skills across various channels are required. Strong IT skills and familiarity with Microsoft Office are expected. Experience with railway IT systems or EMR operations is beneficial but not mandatory; training will be provided.

Application

Interested applicants should complete the online application form and upload their CV. To ensure blind screening, please remove all personal information, including your name, from your CV.