Customer Service Controller Opportunity at East Midlands Railway

An exciting opportunity has arisen at our East Midlands Control Centre for a Customer Service Controller. As a Customer Service Controller within the East Midlands Railway Control team, you will deliver real-time customer service by supporting and guiding our customer service teams.

Talent Pool

Successful candidates will be held in a Customer Service Controller Talent Pool for a maximum period of 12 months. Selection from the pool will occur as and when roles become available. This talent pool is being created in anticipation of vacancies.

Responsibilities

A Customer Service Controller will be responsible for:

• Providing real-time commercial and customer service support to frontline teams, offering information on timetables, onward connections, ticketing, retail, and National Conditions of Carriage.
• Championing customer interests during normal operations and disruptions, proactively contributing to the decision-making process within the Control team.
• Procuring alternative transport within the framework of business standards and industry policy, coordinating with suppliers.
• Procuring alternative accommodation within the framework of business standards and industry policy, coordinating with suppliers.
• Responding efficiently and effectively to frontline team requests for assistance from the British Transport Police.
• Ensuring appropriate activity is recorded in the company’s logging system, filing all reports and records, and using systems as directed by your manager.

Essential Skills and Experience

Essential requirements include experience in frontline customer service, preferably within a railway environment. Strong teamwork skills, the ability to prioritize, and manage multiple tasks are also crucial.

Desirable Skills and Experience

Ideally, you will have experience with railway IT systems and Microsoft Office. An understanding of ticketing arrangements and our services is also desirable.

Working Arrangements

This is a shift-based role covering 35 hours per week (full-time equivalent), Monday to Sunday between 06:00 and 22:00. Flexibility is essential.

Application Process

To apply, please complete the online application and upload your CV. As we operate a blind screening process, please remove all personal information from your CV (name, gender, age, ethnicity, etc.).

About East Midlands Railway

We are seeking a flexible team player dedicated to delivering excellent customer service. Exceptional communication skills across various channels are essential. Strong IT skills and familiarity with Microsoft Office are expected. Experience with railway IT systems or knowledge of our network and EMR operations is beneficial but not essential, as training will be provided.