Job Description

The Duty Customer Information Manager plays a vital role in keeping customers informed, reassured and able to make confident decisions, particularly when services are disrupted. The role focuses on turning live operational updates into clear, accessible and customer focused information that is easy to understand and act on.



Based at the heart of the operation, the role ensures accurate and consistent information is shared across all customer channels, including web, app, social media, station screens, public announcements and direct communications such as email, texts, WhatsApp and push notifications. From routine service updates to fast moving disruption caused by weather or operational incidents, customers receive the right information at the right time.



The role also involves reviewing how customer communications perform, identifying opportunities to improve messaging, tone and ways of working, with the customer experience always at the centre of decision making.

What will you do?

Translate operational information into clear, customer friendly content and share it across a wide range of customer channels. Ensure service and disruption information is issued quickly, accurately and consistently, including on the day and short notice situations such as major disruption, severe weather and facilities updates. Review the effectiveness of customer communications on an ongoing basis, making recommendations to improve clarity, consistency and overall customer experience.

The essentials

To be successful in this role, the following experience and skills are required:


Excellent written and verbal communication skills A strong customer focused mindset Good understanding of customer communications across multiple channels Confident IT skills Ability to work calmly and effectively under pressure, both independently and as part of a team Flexibility and the ability to adapt quickly to changing circumstances Working arrangements

This is a rostered management position operating on a seven person, seven week roster covering a 24 hour operation. Example shift times include:



Early 07:00 to 15:15

Late 14:30 to 22:45

Night 22:00 to 07:35



The role is based at the York Rail Operating Centre and cannot be undertaken remotely.



Our people are our greatest asset and new talent is always welcome. For more information, a copy of the proposed roster or an informal discussion about the role, please contact Charlene McBean on 07742 406274.

What you'll get:

Free travel on LNER + 75% off other companies' tickets (for you & dependents) Discounted international train tickets (after one year's service) 50% discount on LNER tickets for friends & family Generous pension scheme Annual cycle to work schemes/electric vehicle scheme Discount, savings and cashback scheme from top retailers Health & wellbeing schemes and discounts Host of training opportunities to help further your career Rewards & awards to recognise when you shine

Disclosure and Barring Service (DBS) Check

If you are successful in your application and are new to the business, we will undertake a basic DBS check as part of our pre-employment checks. This only happens once we have conditionally offered you the job. Here we check for any unspent convictions and conditional cautions under the Rehabilitation of Offenders Act (ROA) 1974. If there is evidence of an unspent conviction or conditional caution, the details of these are reviewed internally by a cross functional panel on a case by case basis before a final offer of employment is issued. This however may result in any offer being withdrawn. Further information on how we collect and use this data is available on our privacy notice.

Medical screening

We're a safety conscious business so for all roles you'll need to pass a medical screening and a drugs and alcohol test before we send you an unconditional job offer. For our safety critical roles, you'll also need to have a safety critical medical. Our friendly, in-house Health and Wellbeing team will book a time and place to suit you. The sooner, the better, so please be flexible with your availability. Once your medical gets the thumbs up, we'll finalise any last details and look forward to you joining our team.

What we believe:

To be the most loved, progressive and responsible train operating company, we must make a meaningful difference - always doing what's right for our customers, our people, the communities and destinations we serve, the future of the industry we lead and the environment we cherish.



We know that our people are the beating heart of everything we do. We are committed to creating an inclusive, engaged culture that supports everyone at every stage of their journey - and ensures that when you're at LNER, you can always be you. No wonder most people never want to leave!

Diversity and inclusion

We are passionate about creating a diverse and inclusive workforce, representative of the communities we serve, and are creating ways to inspire diverse talent to join LNER.

Developing our people

We are focused on creating a learning culture, to support our people to be the best they can be at work by providing them with the tools and resources to navigate their development and career journey.

Health & wellbeing

To create a culture where our people can perform at their best, the physical health and mental wellbeing of our people is of paramount importance to us.

What next?

As we say, we have fantastic opportunities for ambitious people from all sorts of different backgrounds, so now is the time to join the team at LNER - without delay!



Start your journey here