Customer Information Controller

  • Doncaster, United Kingdom
  • Entry date: March 27, 2024
  • DB Cargo UK (Ltd.)
  • Full Time
  • Job-Ref.: DBC_R00007547
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Job description

What will you be doing?


Here is a list of day to day responsibilities the successful candidate will action:


Providing concise, consistent and accurate information to customers during times of disruption on the railway network using amongst other sources, the National Rail Enquiries website.


Interpreting railway jargon into customer friendly information and advice.


Distributing information across multiple platforms including the National Rail Enquiries website, social media, live departure boards and real-time journey planners.


Providing support to Train Operating Companies.


Working behind the scenes on long term projects such as communication of engineering work, new timetables and new stations.


Working to high standard in order to achieve quality and timing targets.


Answering customer questions, primarily on National Rail Enquiries twitter account, as well as covering some other Train Operating Companies accounts at various parts of the day.


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 12 week rolling roster, which includes working nights and weekends.

What are we looking for?


Below are a number of key competencies which will be needed for the role:


Excellent written communication skills.


Co-operative Team Work.


Customer Focus.


Adaptability to changes in process.


Attention to detail.




What matters to you?


Here at DB Cargo we offer range of benefits as part of your employment. These will include:


35 hours per week.


25 days annual leave plus bank holidays.


Hybrid working between our locations and you home, this is mutually agreeable between the business and employees and is role dependant.


Defined Contribution pension scheme with generous employer contribution - up to 10% employer contribution.


Free on-site parking.


EV charging at selected sites.


Health Cash Plan Available.


Cycle to work Scheme.


Manager led recognition programme for employees who live our values.


Access to DB Learning world.


Annual pay reviews.


We are dedicated to your continuous professional development. Depending on your role we have specialist training programs, apprenticeships, development plans, course and qualifications we can support you through.


Access to our employee benefits portal where you can take advantage of discounts for a variety of shops and services as well as accessing our wellbeing content.


We take the health and wellbeing of all employees seriously and provide access to an Employee Assistance Programme.

Your application

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About us

IntroductionWe are currently recruiting for a Customer Information Controller to join our National Rail Communications Centre (NRCC) based at our Headquarters at our Doncaster Lakeside Office.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 starting salary for this position is £24,119 an increased to £25,603 once full competency has been reached. The position works on a 3 shift pattern and comes with an additional £4,169 per annum in connection to this.

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