Customer Information CO3

Who are we?

South Western Railway (SWR) operates over 1,500 services each weekday across the network and employs more than 5,000 people. We provide easy and convenient mobility, connecting people and communities in South West London, southern counties of England, and the Isle of Wight.

Join our team and help us continue to improve quality of life, by bringing people together to get the most out of life.

About the job

As Customer Information, you will ensure that both our staff and our customers receive, timely, accurate and consistent information throughout your area of responsibility. Through liaising with the Customer Communication and Security Centre and local stations, you will ensure that the flow of customer information is adhered to at all times. You will also liaise with the Wessex Integrated Control Centre as required.

In the event of disruption, you will take your lead for the dissemination of information from the local management team and initiate the local service escalation procedure as required. You will also be responsible for the input of quality customer information into the Customer Information System and making announcements as required for your area ensuring it is maintained for South Western Railway and other train operating companies.

Your main responsibilities will be:

• Ensure your personal safety and that of others at all times, including that of visitors and contractors.
• Wear uniform (including name badge) and safety clothing as supplied, ensuring that your standard of appearance complies with the company standard and is high at all times.
• Assist and communicate effectively with staff and customers in your defined area, ensuring they are advised of delays and cancellations of service and are regularly updated with current information
• Ensure the CIS workstation and your work area are kept clean, tidy and hazard free at all times and are presented in accordance with the South Western Railway standards.
• Solve problems proactively, disseminate plans and organise an efficient response to them.
• Report faults as soon as possible in accordance with the SWR fault reporting procedure
• In conjunction with the CCSC, ensure the CIS displays and announcements are correct within your local area.
• Open and close the Station Control Point as per the requirements of the current roster, in accordance with the appropriate security measures
• Take active steps to ensure you maintain and update your product knowledge by familiarising yourself with:  PTAN, Engineering Work alterations, Special Traffic Notices and other relevant publications and brief other staff in your local area as required.
• Take the lead in maintaining customer information at the stations you oversee, including unmanned stations.
• Take responsibility for input of information into the station control log recording all events that happen at your station and operational and safety incidents within the Area Managers area. 
• To undertake additional tasks as required by the local manager applicable to the role.

You'll need:

• Resilience and the ability to cope in a pressured environment
• Very good communication skills
• High level of customer focus
• Good level of numeracy
• IT skills 

Applicants who require a visa must have 6 months remaining at the time of their appointment. Training is full time and you must be able to commit to this.

Working pattern

You will work an average of 37 hours per week across any 4 days of 7 per week.

Shifts typically include:  

The Reward

In return we offer a competitive salary and a variety of valuable benefits, including:

• Free duty and leisure travel on SWR services for employees
• Free leisure travel for spouse/partner and dependants (criteria dependent)
• 75% discount on many other train operating companies
• Full training and support with development
• Large range of exclusive retail offers
• Excellent pension scheme

We all belong at SWR. Our vision is to provide an inclusive environment for all colleagues, across its group of businesses, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below.  We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.

https://exceptionalindividuals.com/neurodiversity/

https://www.healthassured.org/blog/neurodiversity/