Passenger Information Controller (Rugby)

We are recruiting for a Passenger Information Controller where you will play a vital role in keeping our customers informed, reassured, and connected throughout their journey. You'll be at the heart of our operation, delivering outstanding customer information experiences directly to passengers and through colleagues and industry partners, ensuring clear, accurate, and timely communication when it matters most.

Key Responsibilities

• To comply with London Northwestern Railway and West Midlands Railway’s obligations under our Passenger Train License, through the delivery of our Customer Information plan, both during normal service and during disruption.
• To ensure that the two primary communications streams and systems (“Real Time Information” and “Customer Message”) are consistent with each other and give an accurate account of the status of the railway network we operate.
• To monitor the running of trains and stations on our network, those on adjacent networks and external factors that may impact on our customer’s experience.
• Be ready to take appropriate action or instigate business processes - including ‘Customer Service Level 2’ (CSL2) and other incident response plans - to ensure that we keep our customers informed and enable them to make informed decisions about their journey with us.
• Work individually and as part of a team to meet industry KPIs, ensuring continuous compliance with the ORR’s Customer Information Measure (CIM) and the RDG’s Customer Information Pledges.
• Provide personable, friendly and easy to understand information - cutting through the jargon - so our customers feel valued and cared for.

Please note: This role will be working 12 hour shifts, working on average 36 hours per week. Due to these shift times, we will only be accepting applications from candidates who live within a 60-minute radius of Rugby Rail Operations Centre.

Skills, Knowledge & Expertise

• A strong command of written and spoken English, with the ability to adapt tone of voice and consistently apply a clear, humanised tone in both aural and written communication.
• An understanding of our network geography & our rolling stock. 
• Computer literate with the ability to effectively use computer-based systems in a fast-paced environment (operational system training will be provided)
• Have a sound understanding of our Customer Information Pledges
• Experience in a control based and/or operations environment is required.

Job Benefits

• Salary - £47,892 per annum
• A defined benefit pension from day 1 – one of the best in the UK.
• Free travel on all London Northwestern Railway and West Midlands Railway services for you, your spouse/partner, and dependents.
• 75% off all other train operating companies for you, your spouse/partner, and dependents.
• 8 Friends and Family Day passes to gift per annum on our network.
• A 24/7 Virtual GP service for you and your household.
• Our Employee Assistance Programme (EAP)- A confidential employee benefit that supports you with personal or work-related issues affecting your home life, work life, health, or wellbeing
• Our cycle to work scheme with Evans Cycles.
• A retail discount portal- offering savings, discounts and cashback at over 800 retailers and restaurants.

Due to the volume of applications we receive, the advert may close earlier than the published closing date. Please submit your application as soon as possible to avoid missing out.

As an inclusive employer, we welcome applications from all backgrounds and ensure no-one receives less favourable treatment on the grounds of age, disability, gender, race/ethnicity, religion, belief and sexual orientation.

Applications will be considered from colleagues with 6 months experience, after completion of their probationary period and a full check of absence and disciplinary records.