Information Systems Controller
Arriva Rail London
Location: Southwark, London/ Hybrid
Closing Date: 13/1/2025
Arriva Rail London is an industry-leading train operating company, responsible for running the London Overground network under a Concession Agreement with Transport for London (TfL) and is part of the Arriva group.
Here at Arriva, we are on our way to becoming the leading passenger transport partner across Europe, delivering more than 2.2 billion passenger journeys across 14 different European countries every year. We have a vision to help shape a future where passenger transport is the best choice through digitisation, sustainability, and continuous improvement. We want you to join us at the forefront of the passenger transport industry!
Arriva Rail London is on the hunt for two new Information System Controllers to join the Control team! You will be responsible for communicating with stakeholders around the business, providing real-time train information, synthesising and disseminating decisions made by the Operational Control team.
This is an excellent opportunity for an experienced railway professional who is looking to transition into a new role, ideally with a Customer Experience background.
Responsibilities:
* The Information Systems Controller will be responsible for updating the Customer Information Systems with train delays and passenger information, recording PA broadcasts during disruptions to notify customers of the situation and advise on the best course of action across the London Overground Network.
* You will utilise communication tools for both internal and external communications, ensuring that staff have early warning of all disruptions while continuously updating them as required.
* Monitoring and responding to live CCTV images when they are available will be another key part of this role, monitoring crowd levels during incidents, liaising with the British Transport Police when required alongside other key stakeholders.
* You will work as part of a team, offering assistance when required while also carrying out other duties as instructed by the Control Management team.
* The Information Systems Controller will also be responsible for answering all emergency calls from help points and lifts across the London Overground, responding quickly and appropriately.
* You will also be responsible for ensuring that customer information is provided in accordance with PIDD (Passenger Information During Disruption) requirements, providing outstanding customer service.
Qualifications:
* This individual will need to have experience working within a railway operational setting, ideally within Customer Experience or Traincrew.
* Ideally, this individual will have experience working with or in an Operational Control room, but this isn’t essential.
* Knowledge of the London Overground and Network Rail route geography is highly desirable as well as an understanding of the workings of control systems and interpretation of train running information.
* Experience with influencing others and working effectively under pressure is essential, alongside excellent communication skills with fluency in English and stakeholder management experience.
* This individual will need to have experience using a computer, with Microsoft Office skills including Word and Excel ideally.
Our benefits include:
* Free Travel for you and a nominated person at your address on TfL Network - this alone worth total £5,200 per annum
* Discounts on European rail services after 1 year of service
* Free travel on Arriva branded rail services around the country
* 75% discount off of season tickets on other Train Operating Companies
* Arriva Village - web-based discounts on various products/services on the high street
* Employee Assistance Programme - 24hr helpline, covering a multitude of subjects
At Arriva we acknowledge the importance of our people's diverse experiences, talents, and cultures. Embracing diversity and creating inclusion is a key component of our talent strategy. The creation of a diverse, inclusive workforce is central to our ability to unlock potential and enhance our success…
If you require any reasonable adjustments to be made to the application or interview process, please don’t hesitate to let us know.
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