Job Description

Job Title: Information Controller

Location: Rugby, West Midlands

Salary: 44,708

About Us: West Midlands Trains (WMT), part of the Transport UK Group, operates over 1,300 train journeys daily across our two brands--West Midlands Railway and London Northwestern Railway--serving more than 60 million passengers annually.


We are dedicated to delivering a safe and reliable train service by investing in our fleet, stations, and employees.

Role Overview:

Do you thrive in fast paced environments? Do you enjoy using your prioritisation and organisation skills to deal with constantly changing stations? Can you stay calm under pressure and still deliver excellent customer service? If you can answer "yes" to these questions, then we want to hear from you.


We are seeking communication professionals to join WMT as Information Controllers. Based in our control room, you will work closely with our Train Service Managers and deliver prompt and accurate messages to our customers and staff. In the Control room, the situation can change rapidly, and the train service can be disrupted. Information Controllers are vital in being the voice of Control to our front-line teams on the ground and to our customers, and stakeholders, via electronic systems. You will need to be able to think on your feet, translate complex information into easily understood messages and help to arrange road transport if trains cannot run. This is a challenging but rewarding role in a highly skilled team where no two days are the same!

Key Responsibilities:

Monitor train services using IT systems, promptly communicating disruptions to relevant controllers, customers and stakeholders. Provide real-time updates to customers, including messaging for disruption and alterations, as well as ensuring correct reasons for any delays, service alterations and route disruption. Collaborate with operational teams to arrange alternative transport and ticket acceptance during service disruptions, maintaining detailed records. Update public announcement and customer information systems to reflect timetable changes due to planned or unplanned engineering work. Support customers and front-line staff on service-related matters, including assistance procedures in line with the Disabled Persons Protection Policy. Maintain accurate logs of daily events and incidents.

Qualifications and Skills: We are seeking individuals who embody the following qualities:

Proactive: Anticipate potential issues and take initiative to address them promptly. Customer-Focused: Demonstrate a strong commitment to delivering exceptional service and enhancing the customer experience. Excellent Communication: Convey information clearly and effectively to a diverse audience, both verbally and in writing. Advanced IT Skills: Proficient in using various computer systems and software, with the ability to learn new technologies quickly. Innovative: Think creatively to develop solutions that improve processes and address challenges. Efficient: Manage time effectively, prioritizing tasks to ensure timely and accurate information dissemination. Commercial Awareness: Understand the commercial implications of decisions and contribute to the company's performance. Operationally Minded: Ideally possess a solid understanding of railway operations and/or operational controls and have the ability to make informed decisions that support service reliability and influence customer experience. Adaptable: Remain flexible and composed in a dynamic, fast-paced environment, adjusting to changing circumstances as needed. Simplify Complex Information: Translate technical or complex information into easy-to-understand messages.

Benefits:

Competitive salary. Free travel on all Transport UK trains for you, your partner, and dependent children. 75% discount on other train travel across the UK rail network. Generous pension scheme. Annual cycle-to-work scheme. Discounts, savings, and cashback offers from top retailers. Health and wellbeing schemes and discounts. Career development opportunities.

We reserve the right to close this advert early due to high application volumes; therefore, early submission is encouraged.

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, or sexual orientation.

Join us at West Midlands Trains and be a part of a team that keeps the region mo

ving!