Customer Communications Specialist

Customer Communications Specialist

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.

Key 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

What We’re Looking For

• 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.

We offer:

• Competitive salary

• Comprehensive training and development

• A dynamic working environment at the heart of our railway operations

Shift Pattern

35 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: 13th July 2026

We 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.

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