Customer Communications Specialist
External
Arriva · Birmingham Control CentreFull-timeOn-siteToday
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About the role
Join our Control Centre team and play a key role in keeping customers informed across the rail network. You'll translate real-time operational updates into clear, accurate information, particularly during disruption, ensuring a consistent and customer-focused approach.
Responsibilities
- Act as the link between the Control Centre and customers, communicating live service updates
- Manage and coordinate information during disruption in line with PIDD principles
- Assess operational incidents and communicate their network-wide impact
- Deliver real-time updates across multiple channels, including social media and the website
- Work closely with operational teams and the National Rail Communications Centre
- Monitor external channels to ensure information accuracy
- Engage with customers via social media, maintaining a clear and professional tone
Requirements
- Experience in an operational or fast-paced environment (rail desirable)
- Ability to manage real-time information and prioritise under pressure
- Excellent written communication and attention to detail
- Strong teamwork and relationship-building skills
- Customer-focused, proactive and resilient
- Why join us?
- At CrossCountry, you'll be part of a collaborative and supportive team where no two days are the same. You'll have the chance to make a real difference to the customer experience-especially when it matters most.
Benefits
Competitive salaryComprehensive training and developmentA dynamic working environment at the heart of our railway operationsShift Pattern35 hours per week on a rotating shift pattern covering 24/7 operations (including evenings, nights, weekends, and bank holidays). Flexibility is essential.Closing date for applications: 13 th July 2026We acknowledge the importance of our people's diverse experiences, talents, and cultures. Embracing diversity and creating inclusion is a key component of our talent strategy. The creation of a diverse, inclusive workforce is central to our ability to unlock potential and enhance our success.Did you know you can set up alerts for new job opportunities?Simply navigate to 'My Job Alerts' in the Jobs Hub to get started.
Additional Information
Customer Communications Specialist
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