Financial Controller jobs in Houlka, MS

An exciting opportunity has arisen at our East Midlands Control Centre as a Customer Service Controller. As a Customer Service Controller within the East Midlands Railway Control team, you will deliver real time customer service by supporting and guiding our customer service teams.

Successful candidates will be held in a Customer Service Controller Talent Pool for a maximum period of 12 months and selected from the pool as and when roles become available.

This a new talent pool we are creating as we anticipate vacancies arising and want to have the best candidates ready to make a job offer to!

A Customer Service Controller will be : -

• Accountable for real time commercial and customer service support to frontline teams through the provision of information concerning the timetable, onward connection, ticketing, retail and the National Conditions of Carriage.
• Accountable to champion the interests of the customer in times of normal-running and disruption within the Control team by proactively contributing to the decision making process.
• Accountable for the procurement of alternative transport within the framework provided by business standards and industry policy.

Accountable for the procurement of alternative accommodation within the framework provided by business standard and industry policy.

Coordinate the provision of alternative accommodation in conjunction with suppliers.

• Accountable for responding efficiently and effectively to requests from frontline teams for assistance from the British Transport Police.
• Answer Help Point calls from customers in order to provide timely customer service and drive up the number of Help Point calls handled within the Control.
• Accountable for ensuring appropriate activity is recorded in the company’s logging system within the framework of business standards.

File all reports & records and use systems as directed by your manager.

It is essential to have experience of front line customer service preferably within a railway environment. You will also be a strong team player with the ability to prioritise and manage multiple tasks.

You will ideally be experienced with IT railway systems and Microsoft office. It is also desirable to have an understanding of ticketing arrangements and our services.

This is a shift based role that will cover 35 hours full time equivalent per week Monday - Sunday between 06.00-22.00, so the ideal candidate will need to be flexible.

Last updated : 2024-05-20