Passenger Information Controller

Job Title: Passenger Information Controller

Location: Doncaster

Salary: The salary for this position starts at £25,688, rising to £27,268 once competency has been achieved. Due to the shift pattern, an additional £4,400 per year shift allowance is included.

Job Type: Full Time, fixed-term contract for 6 months.

We are currently recruiting for a Passenger Information Controller to join our National Rail Communications Centre (NRCC) based at our Head Office in Doncaster on a fixed-term contract for 6 months.

The National Rail Communications Centre (NRCC) plays a vital role in keeping rail passengers informed across the UK network. Working closely with the Train Operating Companies and Network Rail, the team communicates the latest travel information via National Rail Enquiries, helping passengers make informed decisions about their journeys.

National Rail Enquiries is the main source of customer information for all passenger rail services in England, Wales and Scotland. It is part of the Rail Delivery Group (RDG), which provides key services to the Train Operating Companies.

As a Passenger Information Controller, you will help ensure passengers receive clear, accurate and timely travel information. This includes supporting journey planning queries, providing real-time travel updates, and sharing important rail information across a range of digital channels.

The NRCC operates 24 hours a day, 7 days a week, and this role will involve working nights and weekends as part of a 12-week rolling roster.

What will you be doing?

In this role, you will provide clear, accurate and timely information to rail passengers, particularly during times of disruption across the network.

Using sources such as National Rail Enquiries, live departure boards, social media feeds and journey planning systems, you will help ensure passengers receive up-to-date information to support their journeys.

Key responsibilities will include translating technical railway information into clear, customer-friendly updates, distributing information across multiple digital platforms, and supporting Train Operating Companies during disruption.

You will also contribute to planned communications such as engineering work updates, timetable changes, and the introduction of new stations or services.

This role required a high level of accuracy and attention to detail, as you will be responsible for responding to customer enquiries, primarily via National Rail Enquiries’ social media channels.

You will proactively monitor updates from Train Operating Companies and Network Rail to ensure passengers receive the most relevant and timely information.

What are we looking for?

· Excellent written communication skills.

· Strong team player with a collaborative approach.

· Ability to manage time-sensitive tasks and deadlines effectively.

· Ability to work in a fast-paced environment.

· Adaptable to changes in processes and workflows.

· Strong customer focus.

What matters to you?

Here at DB Cargo we offer range of benefits as part of your employment. These will include:

· Starting salary at £25,688 (training), £27,268 (competent rate) – Plus additional hours – Plus shift allowance

· 35 hours per week

· 25-day annual leave + bank holidays

· Hybrid working between our locations and your home, this is mutually agreeable between the business and employee – role dependant

· Free on-site parking

Please click APPLY to send your CV for this role.

Candidates with experience of: Customer Information Controller, Station Information Controller, Train Service Controller, Railway Operation Controller, Operational Control Centre Controller, Service Delivery Manager, Information Co-ordinator, Resource Controller - Train Crew, may also be considered for this role.