Customer Experience Controller

Location: Romford ROC

Salary: Competitive

Our Customer Experience Controllers play a vital part in our link between customers, staff and our service. They ensure real time train running information is clearly communicated to stations and MTR Crossrail customers. They also pro-actively monitor and respond to live CCTV image data ensuring that the safety of both staff and customers is monitored 24 hours a day, liaising where necessary with the British Transport Police and other key stakeholders.

An important aspect of this role is to support our mobility-impaired customers wishing to travel on any MTR Crossrail service and provide alternative transport arrangements where necessary. As a Customer Experience Controller you must be able to deliver accurate and timely information to internal and external stakeholders while also making certain that all relevant policies are fully implemented during incidents and disruption. You must be confident in being able to adapt to any situation as there will be a requirement to adopt different roles at critical times.

If you are skilled in keeping calm and working in a high pressured environment and have:

• Excellent verbal and written communication skills
• Proven ability to communicate at all levels within a business
• Operational railway experience is essential

As a rail operator MTR Crossrail is an organisation that values its workforce, offering career progression and providing the platform for people to grow and develop. We also offer a competitive salary, rail concessions, childcare vouchers, a dedicated benefits station for retail and entertainment discounts and an option to join our final salary pension scheme.

Please click the 'Apply' button to complete your application on the MTR Crossrail website.

MTR Crossrail welcomes applications from a diverse range of candidates regardless of background, disability or gender and is committed to creating a workforce as diverse as the communities we serve.