Passenger Services Coordinator Job at Southeastern Railway (London)

Job Description

We are seeking a Passenger Services Co-Ordinator to join the Train Services Team based at the Kent Integrated Control Centre in Puddle Dock, London. The main purpose of the Passenger Services Coordinator is to act as the central co-ordination function for Passenger Services in respect of responding to service disruption, on call mobilisation, chain of care, assisted travel plans, fault reporting, station sickness and passenger focused input to KICC logs. Please note, this role is a fully office-based position that involves 24/7 shift work with 12-hour shifts. This includes weekends.

Job Responsibility

Act as the central co-ordination function for Passenger Services in respect of responding to service disruption, on call mobilisation, chain of care, assisted travel plans, fault reporting, station sickness and passenger focused input to KICC logs
Liaise with Passenger Services Managers and Supervisors in real time to facilitate the most appropriate response to differing situations and to produce a dedicated Passenger Services daily log
Providing immediate chain of care responses for front line colleagues
Co-ordinating the on call response to incidents and acting as the call out mechanism for 1st line on call managers within PS
Tracking station infrastructure / customer-impacting failures and keeping front line colleagues informed of progress relating to resolutions
Acting as the central point for out of hours station sickness calls and updating SharePoint, rosters and local managers accordingly
Acting as a dedicated telephone number for accessibility
Managing the pre-booking of luggage assistance
Co-ordinating assistance during delays and disruption
Updating train facilities statuses
Organising accessible transport during disruption (i.e. accessible taxi’s etc)
Working with the KICC, Depot Managers and on board colleagues to co-ordinate and agree declassification of first class
Undertake other duties as directed or required

Requirements

A strong command of the English language with the ability to communicate clearly and effectively
You are confident in generating ideas and influencing stakeholders at multiple levels within KICC
You have excellent interpersonal and communication skills
You are proactive in identifying opportunities to enhance performance and add value to the business
You are resilient, maintaining composure under pressure and responding positively to change and challenges
You have excellent levels of empathy to be able to understand customer needs and put yourself in their shoes at help points
You have exceptionally high levels of professionalism through respectful, collaborative, and effective working relationships

Nice to have

Good knowledge of the relevant geographic area, including station locations, track layouts, and services operated by Southeastern
Good understanding of both standard and bespoke IT systems used within the organisation
Sound knowledge of operational procedures, including rolling stock, engineering, train crew, and station operations

What we offer

Final salary pension
25 days annual leave allowance (plus bank holidays)
Free rail travel across our networks

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