Customer Information Controller

Why LNER?

We go beyond. For everyone. Our vision is to be the most loved, progressive and responsible way to travel for generations to come. Now we're looking for the people who can deliver this, every day.

Since we took over on the East Coast mainline, we've been changing the face of rail travel. Our new Azuma train has brought faster journey times, more space and greater reliability. Our exciting plans to embrace new ideas, experiences, backgrounds and ambitions make this the ideal time to join.

Bringing passion. Being bold. Always caring. Owning it. They're the values that make us LNER.

Are you on board?

Customer Information Controller

Reporting to the Duty Customer Experience Manager, the role of Customer Information Controller is to manage the on-the-day Customer Information provision and deliver an excellent customer experience. You will be responsible for making live train schedule alterations, keeping the business, stakeholders and customers informed about any issues impacting service delivery and communicating the customer contingency plans that have been implemented.

What will you be involved in?

• Providing advice and support to all customer-facing employees regarding service provision to meet the reasonable needs of the passenger.
• When things go wrong, minimise the effect on our customers through the provision of information and travel advice.
• Assess the need for, and make provision of, alternative transport and/or overnight accommodation to meet passenger and business needs during disruption.
• Obtain, assess, provide, maintain and record real time information relevant to train running and customer service provision (including shortfalls) to employees, industry partners and suppliers, passengers and the media, using relevant systems and processes.
• Review Passenger Information During Disruption (PIDD) processes after significant incidents to ensure LNER continuously improves to deliver quality customer service support.
• Ensure all information on the website regarding service provision and short notice disruption is maintained in real-time, so that passengers and employees have visibility of current operations.
• Maintain a secondary competence role for the purpose of contingency planning.

We are looking for focused and flexible people, able to balance safety and customer service at all times.

You will need to have...

• Knowledge of PIDD Approved Code of Practice (ACoP) and an understanding of Customer Service Level 2.
• Knowledge of railway IT systems, including TRUST, CCF, P2, CrewPlan, Genius Mobile, Tyrell.
• Knowledge of railway operations, retail and performance.
• Computer literate
• Analytical and numerate
• Demonstrated working to deadlines/strict timescales
• Demonstrated experience of report writing
• Negotiating and influencing
• Able to build effective relationships with all colleagues to support and deliver operational and information outputs
• Ability to interpret information and advice to drive and inform train, resource and recovery plans
• Flexibility and resiliency to adapt and recover during incidents and disruptive operational challenges
• Work safely in a fast-paced environment with changing priorities
• Able to identify priorities and plan workload accordingly
• Proactive by implementing procedures, processes, anticipating problems and resolving disruptive events
• Use of clear verbal and written communications skills to support the management of a diverse range of incidents and disruptive events

Could this be your next exciting career move? What are you waiting for? It's time to update your CV & click ‘apply'.

We look forward to reading over your application.

Customer Information Controller

Reporting to the Duty Customer Experience Manager, the role of Customer Information Controller is to manage the on-the-day Customer Information provision and deliver an excellent customer experience. You will be responsible for making live train schedule alterations, keeping the business, stakeholders and customers informed about any issues impacting service delivery and communicating the customer contingency plans that have been implemented.

What will you be involved in?

• Providing advice and support to all customer-facing employees regarding service provision to meet the reasonable needs of the passenger.
• When things go wrong, minimise the effect on our customers through the provision of information and travel advice.
• Assess the need for, and make provision of, alternative transport and/or overnight accommodation to meet passenger and business needs during disruption.
• Obtain, assess, provide, maintain and record real time information relevant to train running and customer service provision (including shortfalls) to employees, industry partners and suppliers, passengers and the media, using relevant systems and processes.
• Review Passenger Information During Disruption (PIDD) processes after significant incidents to ensure LNER continuously improves to deliver quality customer service support.
• Ensure all information on the website regarding service provision and short notice disruption is maintained in real-time, so that passengers and employees have visibility of current operations.
• Maintain a secondary competence role for the purpose of contingency planning.

We are looking for focused and flexible people, able to balance safety and customer service at all times.

You will need to have...

• Knowledge of PIDD Approved Code of Practice (ACoP) and an understanding of Customer Service Level 2.
• Knowledge of railway IT systems, including TRUST, CCF, P2, CrewPlan, Genius Mobile, Tyrell.
• Knowledge of railway operations, retail and performance.
• Computer literate
• Analytical and numerate
• Demonstrated working to deadlines/strict timescales
• Demonstrated experience of report writing
• Negotiating and influencing
• Able to build effective relationships with all colleagues to support and deliver operational and information outputs
• Ability to interpret information and advice to drive and inform train, resource and recovery plans
• Flexibility and resiliency to adapt and recover during incidents and disruptive operational challenges
• Work safely in a fast-paced environment with changing priorities
• Able to identify priorities and plan workload accordingly
• Proactive by implementing procedures, processes, anticipating problems and resolving disruptive events
• Use of clear verbal and written communications skills to support the management of a diverse range of incidents and disruptive events

Could this be your next exciting career move? What are you waiting for? It's time to update your CV & click ‘apply'.

We look forward to reading over your application.

What you'll get:

• Free travel on LNER + 75% off other companies' tickets (for you & dependents)
• Discounted international train tickets (after one year's service)
• 50% discount on LNER tickets for friends & family
• Generous pension scheme
• Annual cycle to work schemes/electric vehicle scheme
• Discount, savings and cashback scheme from top retailers
• Health & wellbeing schemes and discounts
• Host of training opportunities to help further your career
• Rewards & awards to recognise when you shine

What we believe:

To be the most loved, progressive and responsible train operating company, we must make a meaningful difference – always doing what's right for our customers, our people, the communities and destinations we serve, the future of the industry we lead and the environment we cherish.

We know that our people are the beating heart of everything we do. We are committed to creating an inclusive, engaged culture that supports everyone at every stage of their journey – and ensures that when you're at LNER, you can always be you. No wonder most people never want to leave!

Diversity and inclusion
We are passionate about creating a diverse and inclusive workforce, representative of the communities we serve, and are creating ways to inspire diverse talent to join LNER.

Developing our people
We are focused on creating a learning culture, to support our people to be the best they can be at work by providing them with the tools and resources to navigate their development and career journey.

Health & wellbeing
To create a culture where our people can perform at their best, the physical health and mental wellbeing of our people is of paramount importance to us.

What next?

As we say, we have fantastic opportunities for ambitious people from all sorts of different backgrounds, so now is the time to join the team at LNER – without delay!

Start your journey here