Customer Information Controller (part-time and 12 month fixed term)

Business Function:Control
Salary: 22533 (Please note your salary will be 90% whilst you are in your training period)
Location:York Rail Operating Centre
Role Type: Onsite
Hours: 21 Hours (On a rolling shift pattern)

Customer Information Controller

As part of our Control team at Northern youd be right at the centre of keeping the North moving. When something unexpected happens on the network whether planned engineering work or a sudden disruption youre the calm voice that helps people understand whats going on and what their options are. Its a role that blends quick thinking with genuine care for customers making sure every message you share is clear accurate and helpful.

People come to Northern for trains they can rely on but they stay because of the people who make those journeys feel supported even on the tricky days. If you enjoy solving problems in the moment and communicating with clarity and confidence youll feel right at home here.

What youll be doing

Youll help keep customers and colleagues up to date in real time using a range of systems to monitor our services and share information as things change. Your day could involve:

• Keeping track of train services through our digital systems and making sure any disruption is communicated quickly to the right people.
• Sending clear real-time updates to customers colleagues and partner organisations including the reasons for delays or service changes.
• Working with the Customer Services Controller to arrange alternative transport when needed and supporting planned and unplanned rail replacement activity.
• Updating local public address systems (LLPA) and customer information screens (CIS) so stations reflect the latest timetable or disruption changes.
• Providing manual announcements when the situation calls for it.
• Responding to requests for help through help points or the freephone helpline.
• Supporting conductors and station teams with customer service queries including assisting with procedures linked to the Disabled Persons Protection Policy (DPPP).
• Recording key events accurately in the daily log.

About you

Youre someone who brings a calm reassuring presence to fastpaced situations. You communicate clearly with people from all backgrounds and youre comfortable balancing empathy with practicality when customers need support.

A few things youll bring:

Strong interpersonal and communication skills.

• The ability to learn and work across several systems at once.
• A proactive approach and a natural instinct to help others.
• An understanding of what good customer service looks like especially during disruption.
• If you also have knowledge of passenger train operations incident management the geography of our network or our policies on connections and alternative transport thats a bonus but its not essential.

Whats in it for you

At Northern we dont just value our people we go the extra mile to support them. Heres a taste of what you can look forward to:

Free Travel: Unlimited free travel for you your partner and your dependents on Northern services. Plus up to 75% discount on other networks in the UK and Europe.

Generous Pension Scheme: We top up your contributions by 1.5 times.

Exclusive Discounts: From shopping to wellbeing Northern Perks has you covered.

Employee Assistance Programme: 24/7 support for family lifestyle and more.

Training and Career Development: We offer tailored training to our colleagues and opportunities to gain recognised qualifications. Plus enhanced career pathways no matter what part of the business youre in.

Recognition: We know how important it is to show how much we appreciate our people. Thats why we have our Northern Lights and Northern Sparks Awards recognising and celebrating brilliance every day.

Why Northern

Were more than just a train operator. Were the heartbeat of the North connecting communities creating opportunities and driving sustainable growth. With 2650 trains running daily were on a mission to improve rail travel and enhance the customer experience while protecting the environment.

Back in 1825 the first passenger train set off in the North of England beginning a journey that would transform travel across the world. Weve recently celebrated 200 years of the modern railway and as we reflect on that legacy our focus is now on the future as Great British Rail takes shape. Join us at this pivotal moment in rail history and play your part in our journey.

A place for everyone

The best journeys happen when everyone feels welcome on board.

At Northern we dont just move people from A to B were building a team where everyone feels they belong. Our talent team can make reasonable adjustments to the process if thats something you need. Were also a Level 2 Disability Confident employer so if you meet the minimum criteria for the role well always offer an interview.

We automate parts of our screening process to remove any unconscious bias and to make sure every application is treated fairly. All successful offers will be subject to a DBS check and a medical assessment.

No matter your background experience or whether you call it a bap barm or cob theres a place for you here in the railway.