Information Delivery Manager - 12 Month Secondment/Fixed Term Contract

Job Introduction

Are you looking for a career where you can make a real difference in people’s day. 

We are seeking a Information Delivery Manager to join our team based the KICC (Puddle Dock).

This role will be accountable for the strategic and operational management and delivery of all customer information channels in real-time.

Can you move people? Apply now.

What you’ll do

• 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 and Live Map information is showing accurately on the website and on station screens.
• Ensure that Digital Signage displays at 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 – this includes raising complaints on behalf of customers through the relevant Customer Relations Management system where necessary and escalating / investigating other relevant issues / requests. 
• 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

The experience you’ll need

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.
• An excellent command of English language and ability to communicate clearly.
• Ability to create own inputs and influence at a number of levels within the KICC and wider business
• Excellent IT competency, ability to use a number of differing systems
• Commercial awareness- Understands the business requirements for advertising of train services and announcements

As proud members of the Armed Forces Covenant and Disability Confident Scheme, we will offer you an interview if you apply under these schemes and meet the minimum criteria for the role. Find out more here. 

Other things to know

• This vacancy may close early if we receive a large number of applications. So, make sure you get yours in early.
• All offers of employment are subject to satisfactory references, a right to work verification, a basic criminal record check, and a pre-employment medical assessment. Work visa sponsorship isn’t available for this role.
• If you applied but weren’t successful in getting a similar role at Southeastern, please wait six months before applying again.

Find out more about our recruitment process and get tips to help you apply.

What you’ll get in return

Along with your salary, the rewards you’ll get include:

• a final salary pension
• 25 days annual leave allowance (plus bank holidays)
• free rail travel across our networks.

Meaning you can feel secure in your career as well as fulfilled by your work. Click here to see our full range of amazing benefits.

A bit about Southeastern

We’re one of Britain's busiest train operators, serving London, Kent and parts of East Sussex. We run over 1,700 trains a day, carrying more than 500,000 passengers and serving 180 stations.

However, working on our railway is more than getting passengers from A to B. It’s about all the little moments that make a difference to their journey.

It’s also about making our railway a great place to work and building a team that represents the communities we serve. We’re committed to creating an inclusive, supportive environment, and we’re proud that this continues to be recognised through employer accreditations and our ongoing endorsement as a WORK180 Employer for Women.

Our ways of working are what we expect of everyone at Southeastern. They are powerful. Tiny moments, every day, from every one of us, add up to massive, positive change. Improving how it feels to work here and how it feels to travel with us.

At the heart of everything we do, our Safeguarding Team works to keep our customers, colleagues, and the public safe by improving safeguarding measures and knowledge making sure everyone gets home safe, every day.

Learn more about our railway.

SE Trains Limited