'Customer Information Controller' - Advice

[Scudz]

Hello all,

I have recently been advised that I have passed the online assessment and will be invited for an interview for the above position with Northern Rail. I have read the job description and whilst it is brief if definitely fits with my skill set.

Just wondering if anybody can give me anymore information on the day to day aspect of the role, if anybody within Northern reads this?

It seems a little confusing to myself - suggests on one hand that it is mainly a communication role (for all staff, customers and stakeholders) but it also mentions later on about 'arranging unplanned transport'

Job description here - http://goo.gl/xezA3C

Y2013/87 Customer Information Controller (Shifts), York
Salary - £32,003 per annum

42 hours per week, covering shifts patterns over 7 days

The Control Operations Manager is looking for an individual who is interested in the exciting role of Customer Information Controller.

Our customers are important to us and providing timely information to Northern Rail’s customers, staff and stakeholders during times of disruption is extremely important. The main purpose of this position will be determining the best method of communicating this information. This will be done by operating and updating our communications and Public Address equipment and the various other messaging systems in Northern’s Control.

The role will also involve assisting the Customer Services Controllers on customer service issues including the monitoring of pre-planned transport and assisting in arranging unplanned alternative transport.

To be successful in this role you will need:

- To be a strong team player with excellent communication skills – both written and verbal
- To be able to work under your own initiative and work well under pressure
- Excellent organisational and time management skills
- Good knowledge of word/excel programs
- A passion for delivering excellent customer service experience with experience of dealing with information flows

Closing date for applications - Friday 13th September 2013

Cheers,
Scudz

 

[156441]

From a conductors point of view the customer information controller is the person who sends emails out regarding late services/short formations/alterations/dodgy passengers/safety issues.
They also update PIS screens across the network.
They liaise with station staff to book passenger assistance and will call revenue protection in for us etc.
They also undertake other control room duties as the need arises.

A very varied and Interesting role.

 

[FGW_DID]

arranging unplanned transport'

Ordering the Rail Replacement Buses when it all goes horribly wrong somewhere! Trying to find local bus/coach companies with spare buses at school kicking out time etc etc

 

[Scudz]

From a conductors point of view the customer information controller is the person who sends emails out regarding late services/short formations/alterations/dodgy passengers/safety issues.
They also update PIS screens across the network.
They liaise with station staff to book passenger assistance and will call revenue protection in for us etc.
They also undertake other control room duties as the need arises.

A very varied and Interesting role.

Definitely sounds interesting and like I sad before still fits with my skill set

I presume that when I am in the interview then a few obvious things I should be steering my answers towards are as follows;

My experience of verbal & written communication (and the standards of this)
Dealing with emergencies or situations requiring immediate attention
Ability to work under pressure in a logical way
Customer Service & the importance of this to me

Just another couple of queries, hope somebody doesn’t mind answering them…

The person above mentioned other control room duties, what are these duties likely to be?

The person above mentioned updating PIS screens – presumably this is using a computer programme showing what trains are cancelled / delayed etc.?

If the above point is correct does it also involve informing station staff by call/email or do they use similar systems for updates?

Finally am I correct in assuming that whilst Customer Service is important to Northern this isn’t a customer facing role? – i.e. they update screens, provide information etc. but not actually by speaking to the customer direct?

 

[FGW_DID]

Just another couple of queries, hope somebody doesn’t mind answering them…
The person above mentioned updating PIS screens – presumably this is using a computer programme showing what trains are cancelled / delayed etc.?

If the above point is correct does it also involve informing station staff by call/email or do they use similar systems for updates?

Finally am I correct in assuming that whilst Customer Service is important to Northern this isn’t a customer facing role? – i.e. they update screens, provide information etc. but not actually by speaking to the customer direct?

Can only speak for my TOC but when I worked as Platform staff, we had a system (GUI??) this had all the trains listed calling at the station, we could add extra info or add delay minutes etc which would appear on the Customer Information Screens, I would imagine the control room staff have greater input and permissions to alter/ add details.

We have a messaging system known as TyrellCheck which allows control to send messages out to frontline staff about all sorts of operational matters be it TVM's out of order at a station, trespass incidents, alterations to service, etc etc

From the sounds of it it's not a frontline customer facing role, more based in the control room and your customers will be internal i.e fellow TOC staff.

Hope this helps.

 

[156441]

Yeah FGW_DID has hit the nail on the head there. The systems even sound the same. We defiantly use tyrell for messages that's for certain.

There is no customer interaction at all. The only thing you'll be doing is providing running information to internal staff and stakeholders and updating public information systems.

Basically. **** hits the fan. Controllers will try to keep the best service possible running. Your job is to make sure everybody knows what's going on. Harder than it sounds!!

 

[Scudz]

Sorry to be a pain and bump again but you have both been really helpful!

Just one final query that raises about your responses;

You mentioned 'controllers try to keep best service possible running' does the role actually involve logistics / planning or am I just the communicator of said information (obviously helping with other arrangements as required)?

Sounds like the concept of the role is very simple (i.e. a communication hub for the business and front-line staff) but obviously it is more complicated on a day to day basis - do I generally understand correct?

I presume as I said the best things to show at the interview are communication and being able to handle pressure and dealing with urgent situations?

 

[FGW_DID]

All the operational planning / decisions will be done by the Train Service Controller. I would imagine you will have a desk next to or not very far from them and it will be your job to get that info out to those who need it i.e the frontline staff and ultimately the travelling public.

(Role titles may vary from TOC to TOC but the roles will probably be very similar)

 

[Scudz]

Hello all,

Sorry to bump this, I have finally received an invitation to the selection event...

One quick question, it mentions an 'individual task' along with a couple of tests I have practice sets for and the interview. Anybody know anything about what this task could be, or anything I could do to prepare for it?

Regards,
Scudz

 

[FGW_DID]

Could be (and I'm purely guessing here) that you are given various bits of information and you have to relay the info to various parties and by different means.

As I said, just guessing but good luck for the day.

 

[Scudz]

I guessed it would be something to do with communication.

I guess if they wanted me to prepare they would have given more info!

Thanks for the luck - just happy to finally hear, was beginning to think the role had been withdrawn!
--- old post above --- --- new post below ---
Sorry to bump this once more but just have a quick query if anybody can help.

The full job description mentions the need for 'A clear understand of the Northern Rail's Connectional and Alternative Transport Policy'

I have had a quick google and a look through their website but I can't find this policy and would have to have atleast a brief skim over it.

Can anybody help with where to find this, or what the general overview is of it?

Cheers,
Scudz

 

[FGW_DID]

Sounds like that would be an internal document.

Presumably it covers when they would hold a train for a connecting service and under what circumstances buses or taxis would be provided for the punters.

From the job description you have given, I imagine you would become very familiar with it in training!

 

[Scudz]

Just a quick bump for both FGW_DID & 156441 to say thanks for the advice.

I attended the day and by all accounts I was good enough - unfortunately somebody was just that slight little bit better on the day so I have been put into the talent pool

One of those bittersweet situations and keeping the fingers crossed for the next 6 months (don't suppose anyone has experience of the talent pool - outside of conductor / driver positions?)

Once again though - thanks for both of your advice it certainly helped in my preparation.

 

[156441]

Just seen your post there dude. I've seen plenty of people come out of the talent pool. But also seen a few negatives. I'd assume the talent pool for that role would be very small although the chances of job turnover in control are also slim.

I do know they don't stick to the 6 month period and people have been asked to come back for jobs upto 18 months later. Keep your toes crossed you never know.

 

[Scudz]

Just seen your post there dude. I've seen plenty of people come out of the talent pool. But also seen a few negatives. I'd assume the talent pool for that role would be very small although the chances of job turnover in control are also slim.

I do know they don't stick to the 6 month period and people have been asked to come back for jobs upto 18 months later. Keep your toes crossed you never know.

Thanks for the info re; the talent pool, that seems to be what I have gathered so far and it really is pot luck for this job in control - but I shall certainly be keeping everything crossed! Also glad to hear that they don't stick to the 6 month period.

 

[FGW_DID]

Like already stated, I can't imagine these roles cropping up very often however if you fancy a change of scenery, FGW have just advertised for a "Customer Information Systems Controller"

http://firstgroup.hua.hrsmart.com/ats/js_job_details.php?reqid=9471

 

[Scudz]

Like already stated, I can't imagine these roles cropping up very often however if you fancy a change of scenery, FGW have just advertised for a "Customer Information Systems Controller"

http://firstgroup.hua.hrsmart.com/ats/js_job_details.php?reqid=9471

Thanks for pointing out the role in Swindon not ideal but it is something I am considering applying for, as it is certainly a role that I am looking forward to (hopefully) being able to get into before too long.

I have a meeting with Northern this week for some feedback from the interview, so hopefully after full and frank discussions with them about my application and what they anticipate from the talent pool it might make my decision easier one way or the other.

As I said before though - many thanks for you help so far