Customer Information Delivery Manager (1053)

 GTS is committed to transforming travel across London with a focus on community, innovation, and inclusion. With a strong emphasis on safety and service excellence, GTS plays a vital role in connecting people and places across the capital. 

The Customer Information Delivery Manager leads the Customer Experience Controller Team at the Romford Route Control Centre, ensuring the delivery of accurate, timely, and customer focused information across all digital and internal communication channels. This role acts as the voice of the customer in the control room, influencing decision-making and ensuring a world-class experience for customers during both normal operations and service disruption. 

What You Will Do:  

You will be the voice of the customer in the control room, ensuring accurate, timely, and engaging information is delivered across all digital and internal channels—especially during service disruptions. You will: 

• Lead the team in operating CIS equipment, Microsoft Teams, and other digital channels, especially during service disruption.  

• Ensure customer information is clear, consistent, correct, and concise across all platforms including CIS, Darwin, and other systems.  

• Monitor timetable-related data and liaise with Train Planning or RfLI as needed.  

• Oversee real-time delivery of customer information in line with the ELC2 concession agreement and committed obligations.  

• Represent customer interests by attending internal ‘musters' and Network Rail ‘huddles'.  

• Maintain high standards of customer information delivery, measured through Customer Satisfaction Surveys and the Quality Performance Regime.  

• Ensure compliance with GTS' Passenger Information During Disruption guidelines.  

• Monitor and ensure consistency of information shared by TfL and other operators during disruption.  

• Log actions taken to ensure accurate customer information delivery.  

• Liaise with the Customer Experience on-call team when necessary.  

• Provide training and coaching to the Customer Experience Controller team.  

•  Act as a competent Customer Experience Controller and support operational activities during disruption.  

• Serve as a qualified Assessor and conduct regular assessments of Customer Experience Controllers. 

What We Are Looking For:  

To succeed in this role, the Customer Information Delivery Manager must demonstrate strong leadership and communication skills, with the ability to manage a team in a high-pressure, real-time environment. 

• A1 Assessor qualification.  

• Strong knowledge of GTS geography, stations, and services.  

• Excellent IT skills and command of English.  

• Proven leadership, communication, and collaboration skills.  

• Attention to detail and adaptability in fast-paced environments. 

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.