Job Description
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.
Did you know you can set up alerts for new job opportunities?
Simply navigate to 'My Job Alerts' in the Jobs Hub to get started.
Job Ref:
