Customer Information Controller - Talent Pool

Customer Information Controller (Talent Pool) We're TransPennine Express and we're going places. Whether that's helping customers reach their destination, or ensuring our colleagues feel fulfilled and supported in their careers. We're looking for people with drive and enthusiasm to join our amazing team and help push for more progress within the rail industry. We look forward to meeting new faces and eager minds, ready to join our mission of creating a better-connected network in the North and Scotland, for good. We have a fantastic opportunity for a proactive and dynamic individual to join our Customer Operations team as a Customer Information Controller. Here's What You'll Be Doing You'll work closely with the rest of our central control team at the Railway Operations Centre, with responsibility for distributing timely and accurate information about our train service to customers and colleagues across the network. This is a vital role which can make-or-break our response to service disruption and our ability to assist any affected customers. Hundreds of colleagues will be relying on your messaging output in order to make important decisions that will affect our business. Likewise, customers will be paying close attention to your updates so they can make informed decisions about their journey, especially when things have gone wrong. Outside of written messaging, you're also a reassuring voice across several applications including Station Help Points. You'll be answering inbound contact and providing support and guidance to any customers in need, answering questions about train performance, journey plans, ticketing, facilities and much more. This control role requires you to work early mornings and late nights. Your remit will cover the TransPennine Express, Hull Trains and Lumo networks. Who We're After You have top-notch writing skills and your IT skills are equally polished. You can create messages by following a strict, process driven standard and you'll be comfortable working under pressure when disruption strikes the rail network with the ability to prioritise a long list of tasks. You're open to learning how to use industry systems and interpreting information that's bursting with railway terminology. Attention to detail is really important too, as is a sense of thoroughness, because you'll be giving our customers and colleagues real time information. To the frontline teams, you're a fountain of knowledge, so you need to be willing to completely involve yourself in the operations of a railway. This means understanding the industry but also understanding the customer experience and how to fix things when they go wrong. As you'll be writing and affecting information that will be spread across station screens, phone apps, social media and more, your writing skills need to be top-notch too. We're also looking for someone who can work proactively and on your own initiative, but not be afraid to ask for help when needed. You'll be working in a busy team, so you'll also be a team player with a positive attitude and a great sense of humour. You're also customer focused and committed to providing the best service we can offer, plus you'll be comfortable in discussing improvements with the management team and being vocal on what you feel can be done better. Last but by no means least, we're looking for someone with a positive attitude who can work early mornings and late evenings. You're the kind of person who gets asked the same questions time and time again, but because you're able to sympathise with the pressures that fellow colleagues are facing, you're prepared to go the extra mile and help out as much as you possibly can. If that sounds like the right fit for you, then we'd love to hear from you. Please click apply and complete an application form. We're looking forward to hearing from you! What we offer Excellent career prospects. A personal development plan. Structured training and development. Competitive salary paid on 4 weekly basis. Generous annual leave entitlement. Free TransPennine Express rail travel for you and your dependents*. Travel discounts of up to 75% off other train operating companies, plus international rail travel after 1 years' service* for you and your dependents*. Free & Confidential Employee Assistance Program and Wellbeing Portal 24 hours a day, 7 days a week to help you with any finance, family, health, or wellbeing issues you have. We make sure there's someone on-hand to offer guidance, advice, and useful information for our people when they are experiencing hardship at work or at home. Option to join the Railway Pension Scheme with significant employer contributions. Family friendly maternity and paternity benefits. Plus, high street and lifestyle discounts as well as a cycle to work scheme*. *Terms and conditions apply. Goings places has never felt better! At TransPennine Express, it's our goal to help people reach their full potential. We offer the opportunity to not just join the transformation of the rail industry, but to lead it. Our values are designed with every team member in mind; whether it's ensuring you feel free to be yourself at work, or encouraging everyone to pull together and support each other. We promise to value our people for the individuals they are. Whichever department becomes your destination, from the tip of the train, to the tail, our only focus is heading at full speed into the future. So, if making people crack a smile helps you feel at home, and raising standards is second nature to you, we'd love to have you onboard. If you require accessibility features for this advert please navigate to our VERCIDA D&I profile page . We partner with VERCIDA to bring you 'Recite Me', an accessibility tool to suit your individual needs, and provide more details on our company culture. To be considered for this role you will be redirected to and must complete the application process on our careers page. To start the process, click the Apply button below to Login/Register.

Location: Manchester, Manchester, GB

Posted Date: 11/16/2025