Information Systems Controller

About the job:

Our Customer Information team are based at the heart of our control centre in Basingstoke, leading communications during disruption, events and engineering work.

The amazing candidate will possess excellent written, typed and verbal English communication skills to enable us to provide the best possible information to our customers and colleagues through the mediums we use. You will utilise insights from customer feedback to continually improve, evolve and innovate what we do.

You will be a people person, with a down to earth personality, a passion for communication, collaborating with others while working as part of a small team in a busy, buzzing environment.

Are you an insatiably curious optimist who understands the importance of Customer Experience? Do you know how to create engaging content in the moment, interpret sometimes complex and fast-moving events into easily assimilated, useful and relevant information? If you are, we want you!

Our social media channels play a large part of what we do and we receive hundreds of comments, questions and compliments daily. We are proud that our content is authentic, human and fun.

You will strive to be open minded, forward thinking and embrace change. If you have experience using computer systems and digital platforms this would be beneficial but not essential.

Your main responsibilities will be:

Answering customer enquiries from Help Points across the network.
Updating and maintaining the information displayed on the Customer Information Systems across the SWR network.
Logging and managing faults and maintenance of CCTV, Customer Information Systems, Help Points, and some IT systems.
Assisting other members of the Control Centre by facilitating communication with customers and other members of staff.
Sending passenger assistance requests to the relevant parties.
Various administrative tasks to ensure the desk runs smoothly.
Miscellaneous other duties and tasks requested by your line manager.

As a minimum, you will need:

A high level of grammar, spelling and verbal communication skills.
A good level of general education
Ability to prioritise tasks in a high pressure, fast moving environment.
IT literate with the ability to learn new systems.
Knowledge of railway terminology advantageous.
Experience in a customer service environment.
Able to work shift patterns.

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.