Customer Experience Controller (1121)

The role

As a Customer Experience Controller, you will play a critical role in ensuring customers receive a world-class experience while travelling on the Elizabeth Line

What you will do

• Deliver exceptional customer information to customers, station teams and stakeholders, especially during periods of service disruption
• Act as the key point of contact within Control for train running and customer service information
• Disseminate real-time service updates and delays using a range of operational systems
• Use incident messaging systems to keep station colleagues informed and supported
• Liaise with NRES, London Underground and other Train Operating Companies to provide accurate service and facilities information
• Ensure full compliance with Passenger Information During Disruption (PIDD) procedures and disruption plans
• Proactively monitor live CCTV feeds to support the safety of customers and colleagues, liaising with British Transport Police when required
• Support mobility-impaired customers by coordinating assistance and alternative transport arrangements
• Respond to emergency help points, system alarms and customer enquiries
• Manage and communicate daily service changes, train availability updates and start-of-work information
• Maintain accurate electronic control logs, supporting incident investigation and resolution
• Participate in project teams and arrange call-out of on-call staff when necessary

What you will bring

• A strong customer-focused mindset and the ability to perform effectively in a fast-paced, operational environment
• Excellent spoken English, with confidence using PA and voice communication systems
• Proven interpersonal skills and the ability to work collaboratively within a multidisciplinary team
• Experience in a customer service environment (essential)
• Good working knowledge of computer systems (essential)
• Ability to follow rules, procedures and safety-critical processes
• Calm problem-solving skills with the ability to think clearly under pressure
• Experience in passenger train operations and knowledge of rail networks (desirable)
• Flexibility, professionalism and behaviours aligned with GTS values

Benefits and Rewards

Travel Benefits (discretionary):

• Free zones 1-6 Oyster travel card, for you and another person who lives at the same address
• 75% discount on all UK rail travel, and some international services

Pension: You will be automatically enrolled into our excellent pension scheme. After two years, you will have the option of joining our defined benefits scheme

Star Hub: A dedicated online benefits platform for retail and entertainment discounts

About Us

GTS values its workforce, offers career progression and provides a platform to grow and develop.

We aspire to set a new transport standard for the UK, moving people and connecting communities better than anyone else. We are making long-term improvements to our network and creating a better service for our customers. We are a trusted operator with proven experience and have a mission to enable our employees to reach their full potential.

We welcome applications from a diverse range of candidates regardless of background, disability or gender and are committed to creating a workforce as diverse as the communities we serve.