Information Delivery Team Member

Job Introduction

Are you looking for a new challenge? Look no further we have an opening for an Information Delivery Team Member to look after our customers on social media and deliver information in real-time through our digital displays at stations, announcements and other systems, particularly when things go wrong and there’s disruption to the train service. If you’re passionate about information, have a flair for social and can remain calm under pressure, this could be the role for you!

Depending on how many applicants we receive we reserve the right to close the advert early.

Role Responsibility

• Operate the CIS equipment correctly with speed, efficiency and accuracy, especially in times of service disruption.
• Update the status of any disrupted train services via the Tyrell system as advised by the Train Service Manager in a timely fashion to ensure passengers receive updates on service status as quickly as possible.
• Make live or scheduled Public Address (PA) announcements to ensure that passengers and staff are kept informed, in particular during times of service disruption, together with details of alternative arrangements and any compensation arrangements that may be applicable.
• During times of disruption ensure that notices are published on the CIS system explaining the reason for the disruption and a summary of any alternative arrangements that are available.
• Ensure that the notices on display during disruption are updated so that they are consistent with the information being published by the Information Delivery Manager and the Operational Communications Manager.
• Ensure that all trains which are being delayed by 5 minutes or more have the correct delay reason attached to it, so staff and passengers are aware of the cause of the delay.
• Maintain constant monitoring of the CIS data displayed for potential problems, identifying and clearing automated service alarms.
• Oversee the integrity of data within Darwin, including the creation of new schedules and removal of incorrect data. Also respond to any alarms raised by the Darwin Workstation
• Communicate with station staff to ensure that trains are accurately advertised and that they are being provided with a sufficient level of information

The Ideal Candidate

To be considered for this role we recommend you demonstrate the below in your application;

• Knowledge of the relevant geography, including stations and services operated by Southeastern.
• Good knowledge of generally available and bespoke IT systems.
• Good general education with passes in English Language and Mathematics operated.
• A good command of English language and ability to communicate clearly.
• Ability to create own inputs and influence at a number of levels.
• Excellent communication skills.
• Understands the business requirements for advertising of train services and announcements
• Exploits opportunities to improve results and add value to the business.
• Interacts with others in a sensitive and effective way.  
• Remains calm and self-controlled under pressure.  
• Interacts with others in a sensitive and effective way.  

Package Description

Southeastern recognises the value of every individual employee and offers benefits that reflect this.

As well as a generous salary, we offer a comprehensive benefits package which includes;

• A Contributory Final Salary Pension Scheme 
• Free rail travel on Southeastern and GTR rail services (extends to family members for leisure/educational travel)
• After a qualifying period, reduced rate travel on other train operators, including European services
• Up to 24 days annual leave entitlement (plus bank holidays). 
• Access to an array of discounts for retail and leisure products through our benefits scheme.
• Family friendly benefits including enhanced maternity/paternity leave, parental leave and carers leave.

About the Company

About Southeastern

Southeastern runs train services into London from Kent and East Sussex, operating almost 1,700 trains a day, carrying more than 400,000 passengers, serving 176 stations and covering 540 miles of track.

Just over 4,600 employees - mostly from the communities that we serve - work together to provide this vital service and we are looking to expand our successful team. We have a strong set of values that shape the way we run our business and guide our staff in delivering what our customers need. These are:

• We aim to be the best
• We make the difference together
• We care passionately about our people and our passengers

We are committed to being an inclusive employer, creating a workplace where everyone can come to work, feel safe and comfortable and able to do everything to the best of their ability. Read about some of the great Diversity and Inclusion initiatives our Head of Colleague Experience has been leading on here. 

We recognise the positive value of diversity and it matters to us that our teams reflect the communities we serve. We welcome and encourage applications from people of all backgrounds.

We proud to be a WORK180 Endorsed Employer for Women. If you would like to know more information about how we are supporting our employees, you can view our policies and initiatives here.