Inbound Customer Support

Overview

Deutsche Bahn AG is currently looking for a Social Media Controller (Inbound Customer Support) to join Deutsche Bahn AG's NRCC department within DB Cargo UK. 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 informed decisions about their journey.

The NRCC operates 24 hours a day, 7 days a week from DB Cargo UK in Doncaster. This role is part of Deutsche Bahn AG's social media team which operates between 06:00-22:00, 7 days a week.

Salary and Benefits

The starting salary for this position is £22,489.00, increasing to £24,043.00 per annum once full competency has been reached. You will also receive a shift allowance of £1,876.00.

What Will You Be Doing?

• Answering customer questions primarily on Twitter regarding real-time train disruptions, ticket queries, and fares information.
• Sending out information about engineering works and other railway activities.
• Providing concise, consistent, and accurate information to customers during times of disruption.
• Interpreting railway jargon into customer-friendly information and advice.
• Supporting Train Operating Companies with updating travelling customers.
• Adding information to the National Rail Enquiries website for large events.
• Working closely with Train Operating Companies to provide up-to-date station information.
• Maintaining high standards to achieve quality and timing targets.
• Seeking relevant information from Train Operating Companies and Network Rail, retweeting to customers.
• Working on a 4-week rolling roster, which includes weekends.

What Are Deutsche Bahn AG Looking For?

• Excellent written communication skills with correct punctuation, spelling, and grammar.
• Ability to work well in a team structure and deliver messages in a timely manner.
• Customer-focused, ensuring information is informative, easy to understand, and up to date.
• Adaptability to changes in process and comfortable with live information updates.
• Attention to detail in both personal and team outputs to maintain consistent quality.

Benefits

• 35 hours per week.
• 25 days annual leave plus bank holidays.
• Defined Contribution pension scheme with generous employer contributions.
• Free on-site parking and EV charging at selected sites.
• Health Cash Plan and Cycle to Work Scheme.
• Access to DB Learning world and annual pay reviews.
• Continuous professional development programs and employee benefits portal.
• Employee Assistance Programme for health and wellbeing support.