Duty Customer Information Manager

What will you do?

• Translate operational information into clear, customer friendly content and share it across a wide range of customer channels.
• Ensure service and disruption information is issued quickly, accurately and consistently, including on the day and short notice situations such as major disruption, severe weather and facilities updates.
• Review the effectiveness of customer communications on an ongoing basis, making recommendations to improve clarity, consistency and overall customer experience.

To be successful in this role, the following experience and skills are required:

• Excellent written and verbal communication skills
• A strong customer focused mindset
• Good understanding of customer communications across multiple channels
• Confident IT skills
• Ability to work calmly and effectively under pressure, both independently and as part of a team
• Flexibility and the ability to adapt quickly to changing circumstances

Example shift times include:

Early 07:00 to 15:15

Late 14:30 to 22:45

Night 22:00 to 07:35

The role is based at the York Rail Operating Centre and cannot be undertaken remotely.

Our people are our greatest asset and new talent is always welcome. For more information, a copy of the proposed roster or an informal discussion about the role, please contact Charlene McBean on