Information Delivery Manager

Lead the KICC Information Delivery Team to ensure that the Customer Information System is being updated in line with agreed processes.

Ensure effective customer information is provided to passengers by means of the Southeastern website homepage, Customer Information System (CIS) equipment, Darwin, Social Media and any other information channels, particularly when there is disruption to the train service. Ensuring that all channels present information that is clear, consistent, correct & concise.

• Ensure that the Information Delivery Team Members are operating the CIS equipment correctly with speed, efficiency and accuracy, especially in times of service disruption and in line with defined processes
• Manage the provision of live travel information across the Southeastern website, by publishing and updating disruption messages on Tyrell, and ensuring that Rainbow Board information is showing accurately on the website and on station screens.
• Ensure that Digital Signage and NOIS screens at relevant stations are displaying accurate real-time information during disruption, and manage playlists at all stations across the Southeastern Network with relevant information for passengers.
• Implement the Southeastern social media strategy as directed by the Head of Information Delivery
• Ensure timely updates are made via Twitter (and any other Social Media channels as appropriate) ensuring that members of the team are responding to passengers in a timely, professional, empathetic and polite manner at all times
• Ensure that all trains, particularly during disruption, are accounted for and information is being presented correctly via Darwin.
• In times of disruption where a new timetable is to be implemented, ensure that this is entered into Darwin in a timely fashion after first liaising with the NRCC to understand if the timetable is to be uploaded to the Integrated Train Planning System (ITPS) under the “Day A for B” arrangements
• Where disruption takes place in a location which affects other Train Operators in addition to Southeastern, monitor the respective websites to ensure that the overall passenger message is consistent – liaising with the relevant control(s) should any correction be necessary
• Through the TyrellCheck application, monitor the CSL2 status of any TOC which operates in the Southeastern network area to ensure that suitable information is provided to passengers at our managed stations.
• Communicate with Hub Stations to ensure that trains are accurately advertised and that they are being provided with a sufficient level of information
• Oversee the management of the fault database to ensure that all reported faults are being investigated and regular updates are chased in order to ensure the timely resolution of faults on customer information channels across our stations.
• Respond to any inbound requests for real-time passenger assistance, liaising with train crew and stations as required to ensure required assistance is provided in a timely fashion.
• During disruption, liaise with the National Rail Communication Centre (NRCC) to ensure that the information being provided to passengers via the National Rail Enquiries site is consistent with the Southeastern message
• Monitor information being provided by INRIX Media and any other external organisation as directed, to ensure that information being provided is accurate. Reporting any errors identified directly to the organisation(s) concerned
• Ensure all necessary information related to on-duty actions are added to appropriate logs.
• Ensure all relevant activity on duty is recorded and handed to the next team on duty clearly and correctly.
• Lead the coaching, development and briefing of your team by carrying out their Performance Reviews and regular one 121s to ensure objectives in line with Southeastern and KICC objectives are in place and are being met. Also ensuring that any changes in process and procedures are clearly understood by the team.
• Oversee the training of any new Information Delivery Team Members, and assist in the training of any new Information Delivery Managers as requested by the Head of Information Delivery
• Ensure all required paperwork for HR purposes is completed within necessary timescales and accurately recorded for documentation purposes.
• Manage the process to ensure that information about upcoming engineering work on the Southeastern network is presented accurately on CIS, including at stations not directly managed by Southeastern and both the Southeastern and National Rail Enquiries websites, as well as the online journey planners. Also ensure that engineering work affecting other train companies that operate within our network area is also represented accurately at Southeastern managed stations
• Respond to any queries received from the Customer Services team and act as the liaison point for any issues relating to the provision of passenger information.
• In the run up to special events, such as timetable changes, take the lead to ensure a summary of the impact on train services is produced, and liaise with the Communications Team to ensure information across the business is consistent.
• As required following service disruption, produce posters for station staff to print and display at stations. In addition, send ad-hoc alerts to our passenger base where necessary.
• As directed, collate statistical data and prepare any reports that may be necessary which relate to passenger information.
• Ensure that the Information Delivery Team update the National Rail Enquiries “Knowledgebase” and any other system when accessible facilities at a station become unavailable.
• Ensure excellent written communication is used at all times, including the use of plain English with no use of railway jargon.
• Undertake Project Management where necessary in order to develop systems and working practices to be undertaken by the Information Delivery Team.

To be considered for this role we recommend you demonstrate the below in your application;

• Knowledge of the relevant geography, including stations and track layouts and services operated by Southeastern.
• Good knowledge of generally available and bespoke IT systems.
• Good knowledge of relevant operating, rolling stock, engineering, train crew and station procedures
• Good general education with passes in English Language and Mathematics operated.
• A good command of English language and ability to communicate clearly.
• Ability to create own inputs and influence at a number of levels within the KICC.
• Excellent communication skills.

Commercial Awareness - Understands the business requirements for advertising of train services and announcements

Adding Value - Exploits opportunities to improve results and add value to the business.

Resilience - Remains calm and self-controlled under pressure. Reacts well to change and stays positive despite setbacks.

Professionalism - Interacts with others in a sensitive and effective way. Respects and works well with others.

About Southeastern

Southeastern runs train services into London from Kent and East Sussex, operating almost 1,700 trains a day, carrying more than 400,000 passengers, serving 176 stations and covering 540 miles of track.

Just over 4,600 employees - mostly from the communities that we serve - work together to provide this vital service and we are looking to expand our successful team. We have a strong set of values that shape the way we run our business and guide our staff in delivering what our customers need. These are:

• We aim to be the best
• We make the difference together
• We care passionately about our people and our passengers

We are committed to being an inclusive employer, creating a workplace where everyone can come to work, feel safe and comfortable and able to do everything to the best of their ability. Read about some of the great Diversity and Inclusion initiatives our Head of Colleague Experience has been leading on here.

We recognise the positive value of diversity and it matters to us that our teams reflect the communities we serve. We welcome and encourage applications from people of all backgrounds.

We proud to be a WORK180 Endorsed Employer for Women. If you would like to know more information about how we are supporting our employees, you can view our policies and initiatives here.

We have also won the Top Employer award at the Women in Rail Awards 2022!

If you have been unsuccessful in the recruitment process for the same/similar position you will not be eligible to apply for a period of 6 months from that date.

All offers of employment are subject to us obtaining satisfactory references (covering all education, training, employment and unemployment in the preceding 5 years and any previous railway employment). We will also complete right to work in the UK and criminal record checks. This is to ensure we are employing the best person for the role and to protect our customers, colleagues and our reputation. We are unable to offer sponsorship to work in the UK.

This post will close before the intended closing date should sufficient number of suitable applications be received. Therefore, if you are interested in applying for this role, we suggest that you do so at the earliest opportunity to avoid disappointment.

SOUTHEASTERN is owned by SE Trains Ltd, a subsidiary of the Department for Transport’s public sector owning group, ‘DOHL.’ DOHL has responsibility for three rail companies, LNER, Northern Trains Limited and SE Trains.

Southeastern recognises the value of every individual employee and offers benefits that reflect this.

As well as a generous salary, we offer an comprehensive benefits package which includes;

• A Contributory Final Salary Pension Scheme
• Free rail travel on Southeastern and GTR rail services (extends to family members for leisure/educational travel)
• After a qualifying period, reduced rate travel on other train operators, including European services
• Up to 25 days annual leave entitlement (plus bank holidays)
• Private healthcare
• Access to an array of discounts for retail and leisure products through our benefits scheme.
• Family friendly benefits including enhanced maternity/paternity leave, parental leave and carers leave.