Customer Information Controller

Overview

Deutsche Bahn AG is currently recruiting for a Customer Information Controller to join Deutsche Bahn AG's National Rail Communications Centre (NRCC) based at Deutsche Bahn AG's Headquarters in Doncaster.

The National Rail Communication Centre (NRCC) supports UK Train Operating Companies by communicating the latest travel information via National Rail Enquiries, empowering passengers to make an informed decision about their journey.

National Rail Enquiries is the main source of customer information for all passenger rail services in England, Wales and Scotland. National Rail Enquiries is part of the Rail Delivery Group (RDG), which provides business services to the Train Operating Companies.

Deutsche Bahn AG offer journey planning, real-time information, fares information, and a range of rail-related information to rail customers.

The NRCC operates 24 hours a day, 7 days a week from DB Cargo UK in Doncaster.

The starting salary for this position is £24,891.00 per annum and increases to £26,422.00 per annum once competency has been reached. You will also receive a shift allowance in addition to the salary of £4,302.00.

What will you be doing?

Here is a list of day-to-day responsibilities the successful candidate will action:

• Providing concise, consistent, and accurate information to customers during times of disruption on the railway network using amongst other sources, the National Rail Enquiries website.
• Interpreting railway jargon into customer-friendly information and advice.
• Distributing information across multiple platforms including the National Rail Enquiries website, social media, live departure boards, and real-time journey planners.
• Providing support to Train Operating Companies.
• Working behind the scenes on long-term projects such as communication of engineering work, new timetables, and new stations.
• Working to a high standard in order to achieve quality and timing targets.
• Answering customer questions, primarily on National Rail Enquiries Twitter account, as well as covering some other Train Operating Companies accounts at various parts of the day.
• Seeking out relevant information provided by Train Operating Companies and Network Rail and retweeting to National Rail Enquiries customers.
• You are required to work on a 12-week rolling roster, which includes working nights and weekends.

What are Deutsche Bahn AG looking for?

You will be able to demonstrate excellent written communication skills, with correct punctuation, spelling, and grammar.

You will work well within a team structure and be cooperative in ensuring all messages are delivered to the public in a timely manner.

Remaining customer-focused at all times is essential in ensuring the information provided is informative, easy to understand, and up to date.

Able to adapt well to changes in process and comfortable with changing information that comes in live to ensure the best quality of information is delivered to the public.

You will be able to show excellent attention to detail, not just in your own work but also the rest of the teams to ensure quality is constant.

What matters to you?

Here at DB Cargo, Deutsche Bahn AG offer a range of benefits as part of your employment. These will include:

• 35 hours per week.
• 25 days annual leave plus bank holidays.
• Defined Contribution pension scheme with generous employer contribution - up to 10% employer contribution.
• Free on-site parking.
• EV charging at selected sites.
• Health Cash Plan Available.
• Cycle to work Scheme.
• Manager-led recognition programme for employees who live Deutsche Bahn AG's values.
• Access to DB Learning world.
• Annual pay reviews.
• Deutsche Bahn AG is dedicated to your continuous professional development. Depending on your role, Deutsche Bahn AG have specialist training programs, apprenticeships, development plans, courses, and qualifications Deutsche Bahn AG can support you through.
• Access to Deutsche Bahn AG's employee benefits portal where you can take advantage of discounts for a variety of shops and services as well as accessing Deutsche Bahn AG's wellbeing content.
• Deutsche Bahn AG take the health and wellbeing of all employees seriously and provide access to an Employee Assistance Programme.