Candidates applying for this role must already hold a valid competency for dispatching.
Please note, this is a position which involves predominantly working nights and occasional late shifts
Why LNER?
We go beyond. For everyone. Our vision is to be the most loved, progressive and responsible way to travel for generations to come. Now we're looking for the people who can deliver this, every day.
Since we took over on the East Coast mainline, we've been changing the face of rail travel. Our new Azuma train has brought faster journey times, more space and greater reliability. Our exciting plans to embrace new ideas, experiences, backgrounds and ambitions make this the ideal time to join.
Bringing passion. Being bold. Always caring. Owning it. They're the values that make us LNER.
Are you on board?
What do our Information Controllers do we hear you ask?
As an Information Controller you'll be responsible for delivering effective communications to our customers, ensuring that they are updated and informed especially during times of disruption. This is achieved through providing timely and relevant information and maintaining and updating station announcements and information screens. In addition to this, you'll coordinate station plans during periods of disruption to ensure that we continue to provide an exceptional experience for all of our customers throughout their journey. You'll be on hand to provide our customers with whatever assistance they need; from providing directions and supporting customers with general queries to identifying customers with access requirements and coordinating the daily customer assistance plan.
You'll work as part of the wider station team to deliver a smooth and efficient station operation. You'll do this be ensuring a secure environment at all times as well as the safety despatch of our trains in accordance with agreed procedures. In addition to this you'll act as a deputy to the Duty Team Leader, inspiring your team on a daily basis to deliver exceptional customer experience through effective leadership, support and performance feedback.
So, what does it take to become an Information Controller?
You'll need to:
* Have a genuine passion for customer service and be experienced in striving to provide customers with a personalised and memorable service.
* Be a people person - your day will involve interaction with our wonderful customers, the team around you and potentially colleagues from across other areas of the business.
* Have experience of motivating, supporting and leading a team, with the ability to get the best out of them, even in difficult situations such as disruption.
* Be highly motivated and organised and have experience of working to with policies and procedures.
* Have a passion for keeping customers and colleagues safe and experience for working in a position of trust.
* Finally, you'll need to be flexible – in this role you'll work a variety of shifts including early mornings, late evenings, weekends and in some of our stations night shifts.
What you'll get:
* Free travel on LNER + 75% off other companies' tickets (for you & dependents)
* Discounted international train tickets (after one year's service)
* 50% discount on LNER tickets for friends & family
* Generous pension scheme
* Annual cycle to work schemes/electric vehicle scheme
* Discount, savings and cashback scheme from top retailers
* Health & wellbeing schemes and discounts
* Host of training opportunities to help further your career
* Rewards & awards to recognise when you shine
Disclosure and Barring Service (DBS) Check
If you are successful in your application and are new to the business, we will undertake a basic DBS check as part of our pre-employment checks. This only happens once we have conditionally offered you the job. Here we check for any unspent convictions and conditional cautions under the Rehabilitation of Offenders Act (ROA) 1974. If there is evidence of an unspent conviction or conditional caution, the details of these are reviewed internally by a cross functional panel on a case by case basis before a final offer of employment is issued. This however may result in any offer being withdrawn. Further information on how we collect and use this data is available on our privacy notice.
Medical screening
We're a safety conscious business so for all roles you'll need to pass a medical screening and a drugs and alcohol test before we send you an unconditional job offer. For our safety critical roles, you'll also need to have a safety critical medical. Our friendly, in-house Health and Wellbeing team will book a time and place to suit you. The sooner, the better, so please be flexible with your availability. Once your medical gets the thumbs up, we'll finalise any last details and look forward to you joining our team.
What we believe:
To be the most loved, progressive and responsible train operating company, we must make a meaningful difference – always doing what's right for our customers, our people, the communities and destinations we serve, the future of the industry we lead and the environment we cherish.
We know that our people are the beating heart of everything we do. We are committed to creating an inclusive, engaged culture that supports everyone at every stage of their journey – and ensures that when you're at LNER, you can always be you. No wonder most people never want to leave!
Diversity and inclusion
We are passionate about creating a diverse and inclusive workforce, representative of the communities we serve, and are creating ways to inspire diverse talent to join LNER.
Developing our people
We are focused on creating a learning culture, to support our people to be the best they can be at work by providing them with the tools and resources to navigate their development and career journey.
Health & wellbeing
To create a culture where our people can perform at their best, the physical health and mental wellbeing of our people is of paramount importance to us.
What next?
As we say, we have fantastic opportunities for ambitious people from all sorts of different backgrounds, so now is the time to join the team at LNER – without delay!
Start your journey here
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