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Customer Information Controller (009300)

Who we are:

GWR is the proud custodian of one of the most prestigious railway networks in the world. Our services call at over 275 stations, stretching across the South West of England.

We aim to transform the way people think about rail travel by setting a new standard – a better experience for our customers. Together we will restore the railways as a very special way to travel – relaxing, fast, efficient, friendly and fun.

About the team

Working in a varied and fast paced environment; the Customer Information Controller team, react to incidents that disrupt our train services (from infrastructure and train issues to weather events), updating the Customer Information Screens at stations, the on-train Passenger Information System and making announcements on-board to keep our customers informed.
As part of the Operations Directorate, based in the Western Route Integrated Control Centre in Swindon, the Customer Information Controller team is an integral part of the Train Service Delivery team for keeping our customers moving and informed.

About the job

The Customer Information Controller role is a key function within the Integrated Control Centre. You will keep our customers informed, in train service disruption updating the Customer Information Screens at stations, the on-train Passenger Information System and making announcements on-board our driver only stranded trains providing updates about the disruption. Creating incident messages during disruption on the station Customer Information screens, to keep our customers informed of the impact on their journey, ticket acceptance with other train operators, local bus operators and our replacement road transport alternatives.
You will contact key stakeholders communicating the plan, responding to the fluid nature of disruption for our customers and our frontline colleagues, keeping our stakeholders informed and updated with any changes. You will monitor the train orientations and contact the Train Manager to update the station Customer Information screens where the information is incorrect and make GSMR announcements on board driver only train services, stood at non-station locations during disruption.
You will work closely with the Route Information Specialist, Train Service Controller, Crew Resources Manager, Hitachi and Network Rail colleagues to mitigate the effect of train service disruption.

What you'll be doing

Your main responsibilities will be:

  • Keeping our customers informed, ensuring customer facing information reflects the train service we are providing.
  • Taking the lead in the dissemination and delivery of timely, accurate,
  • and detailed information for our customers and front-line teams through our station Customer Information Systems and on-train Passengers Information Systems, including making announcements remotely onboard our trains.
  • Ensure that key stakeholders (Front line colleagues at stations, on-board teams, Train Companies, Paddington and Reading Controls) are kept informed about service disruption.
  • Cross-checking information to ensure our train formations on the station customer information screens correctly reflect the train formation and where inconsistencies occur, contact the train manager to rectify.
  • Process and record faults with our help points, CCTV and Customer Information System (CIS) hardware/software. Process and record CCTV requests in line with the Data Protection Act and GDPR.

About you

You'll need to be:

  • Customer focused, your customer service skills will be vital for communications with our internal and external stakeholders.
  • Quick learner, to learn and use a number of technical rail systems is essential, and a background knowledge of these systems is desirable.
  • A team player who understands the needs of a wider team, confident of dealing with a variety of different teams (including external teams such as Hitachi, Network Rail and other Train Operating Companies).
  • Rapid responding to incidents, making decisions and finding effective solutions.
  • A self-starter, who can work with the minimal of supervision and someone who can work under pressure, whilst maintaining attention to detail.


As a minimum you'll need to have:

  • IT literate, able to input data both quickly and accurately.
  • High level of focus with attention to detail to ensure that the overall information provision is up to date, consistent, and of high quality across all information outlets.
  • Clear verbal and written communication skills
  • Excellent geographical knowledge, ideally with knowledge of GWR's network and the wider national rail network, airports and ferry terminals to help our customers in times of disruption and missed connections.


The Reward:

Customer Information Controller base salary £31,298.43 OTE with shift allowance of 30% inclusive of night shifts.

As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including defined benefit salary pension scheme, free rail travel across the GWR network for you and your family, company-sponsored health care plan, childcare vouchers and an Employee assistance programme.

About the location:

This role is based in the Integrated Control Centre, Swindon, a short walk from Swindon train station served by GWR as well as both Swindon bus station and Fleming Way for local bus connections.

Working Pattern:

Customer Information Controller: (24-hour shift pattern)
06:00 – 14:00 Monday to Sunday
06:30 – 14:30 Monday to Sunday
14:00 – 22:30 Monday to Sunday
14:30 – 22:30 Monday to Sunday
22:30 – 06:30 Monday to Sunday

The more varied our workforce, the broader the expertise within our organisation. And the broader our expertise, the greater our chances of innovation and success. That's why we're committed to equality of opportunity, diversity and inclusion at every level.

If you share our passion for the railway then we would love to hear from you.

Close map
Western House, Swindon
Western House, 1 Holbrook Way, Swindon, Wiltshire, UK, SN1 1BD
  • Ref:
  • Company:
    Great Western Railway (GWR)
  • Website Skillset:
    All Other Roles
  • Contract Type:
    Permanent - Full Time
  • Full Time / Part Time:
    Full Time
  • Contracted Hours:
  • Location:
    Western House, Swindon
  • Closing Date:
    27 June 2019
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