Great journeys start with great people
Here at LNER, we're shaping the future of rail on one of the UK's most iconic routes. From our high-speed Azuma fleet, redefining long-distance travel, to our next generation of trains, Serenza, this is a moment of real transformation for LNER. We're investing in cutting-edge technology, sustainability, and most importantly our people, to deliver outstanding experiences for our customers. There has never been a more exciting time to grow your career with LNER!

Customer Information Controller

Reporting to the Duty Customer Experience Manager, the role of Customer Information Controller is to manage the on-the-day customer information provision and deliver an excellent customer experience. You will be responsible for making live train schedule alterations, keeping the business, stakeholders and customers informed about any issues impacting service delivery and communicating the customer contingency plans that have been implemented.

What will you be involved in?

• Providing advice and support to all customer-facing employees regarding service provision to meet the reasonable needs of the passenger.
• When things go wrong, minimise the effect on our customers through the provision of information and travel advice.
• Assess the need for, and make provision of, alternative transport and/or overnight accommodation to meet passenger and business needs during disruption.
• Obtain, assess, provide, maintain and record real time information relevant to train running and customer service provision (including shortfalls) to employees, industry partners and suppliers, passengers and the media, using relevant systems and processes.
• Review Passenger Information During Disruption (PIDD) processes after significant incidents to ensure LNER continuously improves to deliver quality customer service support.
• Ensure all information on the website regarding service provision and short notice disruption is maintained in real-time, so that passengers and employees have visibility of current operations.
• Maintain a secondary competence role for the purpose of contingency planning.
  
  

We are looking for focused and flexible people, able to balance safety and customer service at all times.

You will need to have...

• Knowledge of PIDD Approved Code of Practice (ACoP) and an understanding of Customer Service Level 2.
• Knowledge of railway IT systems, including TRUST, CCF, P2, CrewPlan, Genius Mobile, Tyrell.
• Knowledge of railway operations, retail and performance.
• Computer literate
• Analytical and numerate
• Demonstrated working to deadlines/strict timescales
• Demonstrated experience of report writing
• Negotiating and influencing
• Able to build effective relationships with all colleagues to support and deliver operational and information outputs
• Ability to interpret information and advice to drive and inform train, resource and recovery plans
• Flexibility and resiliency to adapt and recover during incidents and disruptive operational challenges
• Work safely in a fast-paced environment with changing priorities
• Able to identify priorities and plan workload accordingly
• Proactive by implementing procedures, processes, anticipating problems and resolving disruptive events
• Use of clear verbal and written communications skills to support the management of a diverse range of incidents and disruptive events

Could this be your next exciting career move? What are you waiting for? It's time to update your CV & click ‘apply'.

We look forward to reading over your application.

You'll enjoy

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

Life at LNER
We're on a mission to become the UK's most loved, forward-thinking, and responsible train operating company in the UK. This means making a real difference by doing the right thing for our customers, our people, and the communities and destinations we serve. Together, we're shaping the future of rail travel through our passion, our innovation, and our extraordinary people. Our people are at the heart of everything we do. We're committed to creating an inclusive and engaged culture that supports everyone at every stage of their journey. This means that when you're with LNER, you can truly be yourself—and it's why so many of our colleagues choose to stay and grow with us.

• • Diversity and inclusion – We are passionate about building a diverse and inclusive workforce that reflects the communities we serve. We actively create opportunities to inspire and attract diverse talent to join LNER. We are committed to supporting all candidates, so if you require any adjustments or assistance at any stage of the recruitment process, please let us know.
  • Developing our people – We're creating a learning culture that enables our people to be the best they can be. We support development and career journeys with the right tools and resources, aligned to our people priorities: readiness for Great British Rail, the future world of work and strong, people focused leadership that delivers for our people, customers, and business.
  • Health and 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.  

Disclosure and Barring Service (DBS) check 
At LNER, safety is our top priority. If your application is successful and you're new to the business, we'll carry out a basic DBS check as part of our pre-employment process. This is only takes place once a conditional job offer has been made. The DBS check looks for any unspent convictions and conditional cautions under the Rehabilitation of Offenders Act (ROA) 1974. If there's evidence of an unspent conviction or a conditional caution, the details of these will be reviewed internally by a cross functional panel on a case-by-case basis before a final offer of employment is confirmed. Please note that in some cases, this may result in an 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 when joining LNER in any role you'll need to pass a medical screening and a drugs and alcohol test before we can confirm an unconditional job offer. For safety-critical roles, a safety-critical medical will also be required. Our Talent Team will be on hand to guide you through the process and will send you a medical questionnaire by email. Once complete, this will go directly to our in-house Health and Wellbeing team who will contact you to arrange a convenient location, date and time for your medical appointment. We currently have clinics in Kings Cross, Doncaster, Newcastle and Edinburgh. The sooner we can do it, the better, so please try to be flexible with your availability. Once your medical is approved, we'll finalise any last details and look forward to you joining the team!

How to apply 
We have fantastic opportunities for people from all different backgrounds, so now is the time to join the team at LNER.

Click ‘Apply Now' and start your journey here!