Solari Operator 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 bring people together to get the most out of life.

About the job

As a Solari Operator, you will ensure that both our customers and staff receive timely, accurate and consistent information across Waterloo Station. Through liaison with the Wessex Integrated Control Centre and the Station Supervisor, you will ensure that the flow of customer information is maintained at all times. You will be making announcements, operating the CIS, liaising with the CCSC, platform staff at Waterloo and Customer care teams to ensure that trains are loaded correctly and train journey information is advertised accurately on the station. 

Your main responsibilities will be:

• Present yourself for duty on time and in suitable business attire. You will also ensure your personal grooming is of a satisfactory standard at all times. If you have already been allocated SWT uniform that is acceptable, but no further uniform will be made available for staff in this role.
• Assist and communicate effectively with staff and customers, ensuring they are advised of delays and cancellations of service and are regularly updated with current information.
• Operate the Customer Information System in the correct manner and in accordance with laid down standards.
• Undertake a Customer Service support role, taking the lead in updating information to our customers through the technology available.
• Solve problems proactively, disseminate plans and organise an efficient response to them.
• Report faults as soon as possible in accordance with the SWT fault reporting procedure
• Create and update daily logs to show incidents involving and actions taken by Solari team.
• 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 Waterloo and communicating it out using all agreed methods i.e. CIS, announcements and radio communication
• Ensure you are familiar with and utilise radio protocol to effectively communicate with the other staff groups on the station (platform staff, customer care teams, meet and greet, management)
• Proactively communicate and work with the other functions located within the WICC, both South West Trains and Network Rail, to ensure a clear and concise message regarding train movements and information is communicated out to passengers and staff in Waterloo.
• Cover Gateline Control as and when required by Solari CO4, Duty Manager or ‘On Call' manager.
• Coverage of other roles within the Customer Information Function as specified by the local manager or ‘On Call' manager.
• Fulfil any reasonable tasks assigned to you by your direct line manager as required.
• Attend all training events as designated by the company to assist your delivery with providing excellent customer service.
• Ensure currency of all Rules, Notices and circulars and publications, which may affect your working environment.

You'll need to be:

• You must be a good communicator, have good interpersonal skills and be able to demonstrate empathy with both internal and external customers while working in pressurised situations.
• You should have a good knowledge of transport and amenities available within the Waterloo area and a sound knowledge of railway geography would be beneficial

Working pattern

Working an average of 37 hours a week plus Sundays which are outside the working week but rostered.

Typical shifts include:

06:30-14:30 / 07:00-15:00 / 14:30-22:30 / 15:00-23:00

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/