About the job
As a Station Control Point Operator, you will ensure that both our staff and our customers receive, timely, accurate and consistent information throughout your area of responsibility. Through liaising with the Customer Communication and Security Centre and local stations, you will ensure that the flow of customer information is adhered to at all times. You will also liaise with the Wessex Integrated Control Centre as required.
In the event of disruption, you will take your lead for the dissemination of information from the local management team and initiate the local service escalation procedure as required. You will also be responsible for the input of quality customer information into the Customer Information System and making announcements as required for your area ensuring it is maintained for South Western Railway and other train operating companies.
Your main responsibilities will be:
Assist and communicate effectively with staff and customers in your defined area, ensuring they are advised of delays and cancellations of service and are regularly updated with current information Solve problems proactively, disseminate plans and organise an efficient response to them. Report faults as soon as possible in accordance with the SWR fault reporting procedure In conjunction with the CCSC, ensure the CIS displays and announcements are correct within your local area. Take the lead in maintaining customer information at the stations you oversee, including unmanned stations. Take responsibility for input of information into the station control log recording all events that happen at your station and operational and safety incidents within the Area Managers area.
*For a full list of responsibilities, please download the job description attached at the bottom of this advert.
You'll need:
Resilience and the ability to cope in a pressured environment Very good communication skills High level of customer focus Good level of numeracy IT skills
Please note applicants who require a visa, must have at least6 monthsremaining at the time of their appointment.
Working pattern
You will be working an average of 37 hours per week over 4.5 days, including a mixture of early, late, night and weekend shifts.
Example shift times:
0600 - 1415 / 1400 - 2215 / 2200 - 0610
Sundays are 12 hour shifts: 0600 - 1800 / 1800 - 0600
SWR is part of FirstGroup, the largest rail operator in the UK and second largest bus operator in the UK outside London. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.
