Digital & Social Media Controller

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 bring people together to get the most out of life.

About the job:

To keep customers informed about the SWR train service, using the various social media tools (such as Twitter) and direct customer communication channels e.g. JCA Alerts. 

To take the lead in determining a consistent message through all digital channels. 

Updating the SWR website with accurate, timely and informative advice about any unplanned service disruption, providing the problem, impact and advice.

Your main responsibilities will be:

• The updating of the SWR website with timely, accurate and informative advice about the train service
• Take the lead in determining one message to be used on all digital channels, leading the Information Systems Specialist communications through digital channels and ensuring all digital communications fit with the agreed tone of voice and plain English standards
• Take the lead in creating Communication Plans for special events and engineering works where required
• Providing information on the current and future SWR social media tools relating to the SWR train service
• Interacting with customers through the various SWR social media channels, answering queries and acting as a “triage” for any questions
• Using social media as a tool to keep the Control informed of customer issues, such as overcrowding and stranded customers
• Email affected customers using tools such as JCA email alerts when thresholds for sending an email are reached
• Keeping up to date with developments in social media, such as new tools and methods of working
• Sharing any relevant information with the wider control team that is reported through social media, such as train defects, station faults, large numbers of customers at a station, etc.
• Act as a liaison during disruption with key stakeholders such as the SWR Press and Marketing team, NR Press teams and NRCC to ensure consistent communications across all Social and Digital channels.
• Reporting any safety issues to the relevant person (such as those reported through social media), for example train defects, station vandalism, etc.
• Maintaining a safe working environment for yourself, colleagues and other users of the WICC, reporting to the relevant person any unsafe working practises
• Any other actions, as requested by line manager

As a minimum, you will need to have:

• Experience of working with social media
• Excellent English literacy, preferably to GCSE Level
• Able to work in a high-pressure environment, with minimal supervision
• Customer focused
• Knowledge of the SWR route, traction and stations
• Able to cover the range of shift patterns 

About the location:

Basingstoke Campus, more commonly known as the ROC, is a state-of-the-art Operating Centre and training facility located a short walk from Basingstoke station. It is a shared facility with Network Rail and is the hub for all operations across the Wessex region. The office space and technology on site are modern with the added benefit of additional facilities including a gym & canteen.

Working pattern:

You will work an average of 37 hours per week across an average of 5 days. Shift pattern covers Monday - Sunday including a mixture of early and late shifts on a 6-week roster.

Typical shifts include:
Monday to Friday
0700-1500 / 0700-1430 / 1400-2200

Saturday & Sunday 
0700-1900 / 0700-1500 / 1000-2200 / 1400-2200

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
• Excellent pension scheme

We all belong at SWR. Our vision is to provide an inclusive environment for all colleagues, 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.

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/