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Form of workIntroduction
We are currently looking for a Social Media Controller to join our NRCC department within DB Cargo UK. 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.
We offer journey planning, real time information, fares information and a range of rail-related information to rail customers.
The NRCC operates 24 hours a day, 7 days a week from within the Deutsche Bahn Office in Doncaster. This role would be as part of our Social Media team which operates between 06:00-22:00, 7 days a week.
We offer journey planning, real time information, fares information and a range of rail-related information to rail customers.
That starting salary for this position is £21,792.00 increasing to £23,297 per annum once full competency has been reached.
What will you be doing?
You will be answering customer questions, primarily on twitter on the National Rail Enquiries twitter account, about real-time train disruptions, ticket queries, fares information etc.
Sending out information about engineering works and other railway activities.
You will provide concise, consistent and accurate information to customers during times of disruption on the railway network.
Interpreting railway jargon into customer friendly information and advice.
Providing support to Train Operating Companies with updating travelling customers.
Add information to the National Rail Enquiries website for large events.
You will work closely with the Train Operating Companies to provide up to date station information.
Working to a high standard in order to achieve quality and timing targets.
Seeking out relevant information provided by Train Operating Companies and Network Rail and retweeting to National Rail Enquiries customers
You are required to work on a 4 week rolling roster, which includes working weekend.
What are we looking for?
You will be able to demonstrate excellent written and verbal communication skills.
You will be able to work cooperatively and collaboratively within a team.
Be customer focused.
You will have the ability to adapt to changes in process as well and handling multiple pieces of information at one time.
Due to the nature of the position, attention to detail will need to be demonstrated.
What matters to you?
Here at DB Cargo UK we offer range of benefits as part of your employment. These will include:
35 hours per week (plus additional hours)
25 Annual leave days, plus all Bank Holidays.
Hybrid working between our locations and your home, this is mutually agreeable between the business and employee.
Defined Contribution pension scheme with generous employer contribution – up to 10% employer contribution.
Free on-site parking.
EV Charging at selected sites.
We are also dedicated to your continuous professional development. Depending on your role we have specialist training programs, apprenticeships, development plans, courses and qualifications we can support you through.
