Job Introduction

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.

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.

This role is shift working including weekends.

Role Responsibility

• Provide immediate chain of care response for front line colleagues.
• Produce a dedicated Passenger Services log and input into the KICC log from a passenger perspective.
• Co-ordination of PS response to service disruption / PIDD - Mobilisation of on-the-ground response to provide best customer support during disruption.
• Co-ordinate the on call response to incidents and act as the call out mechanism for 1st line on call managers within PS.
• Track station infrastructure / customer-impacting failures. Keep front line colleagues informed of progress relating to resolutions.
• Act as the central point for out of hours station sickness calls. Update SharePoint, rosters and local manages accordingly.
• Undertake the following activities in support of Southeasterns’ obligations in the Assisted Travel Process:

1. Act as a dedicated telephone number for accessibility
2. Manage Pre-booking of luggage assistance
3. Co-ordinate assistance during delays and disruption
4. Update on train facilities status
5. Organise accessible transport during disruption (i.e. accessible taxi’s etc)

• Work with KICC, Depot Managers and on board colleagues to co-ordinate and agree declassification of first class.

Undertake other duties as directed or required.

The Ideal Candidate

Desirable Experience, Knowledge & Qualifications

• 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.

Skills (including any specific safety critical competencies)

• A good command of English language and ability to communicate clearly.
• Ability to create own inputs and influence at a number of levels within the KICC.
• Excellent communication skills.
• Adding value- Exploits opportunities to improve results and add value to the business.
• Resilience- Remains calm and self-controlled under pressure. Reacts well to change and stays positive despite setbacks.
• Professionalism- Interacts with others in a sensitive and effective way. Respects and works well with others.

Behaviours

• Resilience- Remains calm and self-controlled under pressure. Reacts well to change and stays positive despite setbacks.

Professionalism- Interacts with others in a sensitive and effective way. Respects and works well with others.

Package Description

Southeastern recognises the value of every individual employee and offers benefits that reflect this.

As well as a generous salary, we offer an comprehensive benefits package which includes;

• A Contributory Final Salary Pension Scheme
• Free rail travel on Southeastern and GTR rail services (extends to family members for leisure/educational travel)
• After a qualifying period, reduced rate travel on other train operators, including European services
• Up to 25 days annual leave entitlement (plus bank holidays)
• Private healthcare
• Access to an array of discounts for retail and leisure products through our benefits scheme.
• Family friendly benefits including enhanced maternity/paternity leave, parental leave and carers leave.

About the Company

About Southeastern

Southeastern runs train services into London from Kent and East Sussex, operating almost 1,700 trains a day, carrying more than 400,000 passengers, serving 176 stations and covering 540 miles of track.

Just over 4,600 employees - mostly from the communities that we serve - work together to provide this vital service and we are looking to expand our successful team. We have a strong set of values that shape the way we run our business and guide our staff in delivering what our customers need. These are:

• We aim to be the best
• We make the difference together
• We care passionately about our people and our passengers

We are committed to being an inclusive employer, creating a workplace where everyone can come to work, feel safe and comfortable and able to do everything to the best of their ability. Read about some of the great Diversity and Inclusion initiatives our Head of Colleague Experience has been leading on here.

We recognise the positive value of diversity and it matters to us that our teams reflect the communities we serve. We welcome and encourage applications from people of all backgrounds.

We proud to be a WORK180 Endorsed Employer for Women. If you would like to know more information about how we are supporting our employees, you can view our policies and initiatives here.

We have also won the Top Employer award at the Women in Rail Awards 2022!

If you have been unsuccessful in the recruitment process for the same/similar position you will not be eligible to apply for a period of 6 months from that date.

All offers of employment are subject to us obtaining satisfactory references (covering all education, training, employment and unemployment in the preceding 5 years and any previous railway employment). We will also complete right to work in the UK and criminal record checks. This is to ensure we are employing the best person for the role and to protect our customers, colleagues and our reputation. We are unable to offer sponsorship to work in the UK.

This post will close before the intended closing date should sufficient number of suitable applications be received. Therefore, if you are interested in applying for this role, we suggest that you do so at the earliest opportunity to avoid disappointment.

SOUTHEASTERN is owned by SE Trains Ltd, a subsidiary of the Department for Transport’s public sector owning group, ‘DOHL.’ DOHL has responsibility for three rail companies, LNER, Northern Trains Limited and SE Trains.

SE Trains Limited

Attached documents

• Passenger Services Co-ordinator.docx