Job Description

CIRC-26IE
We are proud to be at East Midlands Railway (EMR). We are passionate about keeping people safe, delighting our customers, doing the right thing and putting customers at the heart of our sustainable railway for the East Midlands. With over 2,400 employees, our people are the reason we are so successful, and the Control team make a crucial contribution to this. Ten times accredited as a Top Employer, we value our people and are dedicated to making sure that everybody feels empowered to bring their authentic self to work.
We have a great opportunity to join our talent pool for the role of Customer Information and Retail Controller in our Control Team based at the East Midlands Railway Control Centre (EMCC) in Derby.
The Customer Information and Retail Controller will respond to current real time customer contact through a range of channels (telephone/web/social media, letter and email) to deliver real time passenger information and provide retail system support to our front line teams.
Successful candidates will be held in a Customer Information and Retail Controller Talent Pool for a maximum period of 12 months and selected from the pool for either secondment opportunities or permanent roles as and when they become available.
Key responsibilities are:

• Answer incoming current real time contacts by telephone, email, web channels and social media
• Investigate current real time contacts in a professional and consistent manner in liaison with the Control, internal and external functions
• Provide current real time customer feedback pro-actively within the framework of the complaints handling procedures and recording contacts with the framework requirements of the franchise obligations
• Manage the compensation claim process associated with the East Midlands Railway Delay Repay scheme and support the Customer Service Centre with out of hours contact
• Ensure appropriate activity is recorded in the company's logging system within the framework of business standards
• File all reports & records and use systems as directed by your manager
• Monitor the integrity of all CIS interfaces for train movements, alterations, formations and next train working associations provided by TD feeds, TRUST feeds and other associated data feeds
• Create, display and announce messages for our customers, internal and external stakeholders in line with industry (PIDD) & business standards, best practice guides and as prescribed by the Duty Customer Information Manager
• Offer first point contact for frontline staff (station, on train, and third party) to report EMR retail systems faults
• Pro-actively monitor all retail system and remotely assist front line staff to resolve retail system issues if possible, both offering support and instruction over the phone or accessing back office systems to identify and fix the issue
• Record, track and manage Customer Information and Retail systems faults to resolution in the nominated fault management system or database.

This role is shift based with 2 main shifts, 06.00 - 14.00 or 13.45 - 22.00 across all days of the week. We are looking for someone that is flexible and that can work as part of a team to deliver excellent customer service. Our Customer Information and Retail Controller's communication skills should be second to none. You will confidently communicate across a range of different channels.
We expect you to have great IT skills and be familiar with Microsoft Office. It would be great if you had experience of Railway IT systems, or if you are familiar with our network and had an understanding of EMR operations. However it is not essential, as we will provide the training for the right candidate.
If this opportunity is of interest to you, please apply! You'll need to complete the on-line application form and upload your CV. As we operate a blind screening process please remove all personal information including your name from your CV.

Skills Required