Role: Customer Communications Executive Location: Marylebone Station, London / Birmingham Moor Street - with travel to other location on the Chiltern network as required Contract Type: Permanent Salary: Up to 32,000 per annum Role Purpose To support the Communications Manager and Customer Communications Lead in delivering clear, timely and effective customer communications across Chiltern Railways. The role is responsible for helping to ensure customers receive accurate and consistent information across all communication channels during both planned and unplanned events. Working closely with operational teams, industry partners and suppliers, the post holder will support the delivery of customer information strategies, contribute to industry initiatives and help drive continual improvement in customer communication standards. Key Accountabilities Customer Communications Support - Support the Communications Manager and Customer Communications Lead in the delivery of the Chiltern Railways customer communications strategy. - Assist in developing and delivering customer information campaigns across digital, print and station channels. - Ensure customer-facing communications are clear, accurate, timely and aligned with company standards. - Contribute to initiatives that improve the customer information experience. Customer Information Management - Support the implementation and maintenance of customer information across national and local information systems. - Assist with delivering changes and updates to customer information systems and processes. - Monitor communication channels to ensure information remains accurate and up to date. - Support the continuous improvement of information quality and customer communications performance. Disruption Communications - Work closely with Service Information Controllers in Banbury during periods of unplanned disruption. - Support the production and distribution of customer communications during service disruption and incidents. - Help ensure customers receive accurate and timely information across all available channels. - Participate in post-incident reviews to identify opportunities for improvement. Industry Collaboration - Actively participate in industry discussions, working groups and change initiatives. - Support the implementation of industry-wide changes impacting customer communications. - Build effective relationships with colleagues across the wider rail industry. Communication Assets & Supplier Management - Maintain effective relationships with suppliers responsible for producing customer-facing materials including posters, screens and leaflets. - Coordinate the production and distribution of customer communication assets. - Ensure materials are produced to agreed standards, timescales and brand guidelines. - Support the management and quality assurance of communication outputs. Customer Information Campaigns - Update and maintain station calendar posters and associated communication materials. - Support the creation and distribution of social media assets linked to customer information campaigns. - Assist in the planning and delivery of seasonal, timetable and service change communications. - Coordinate communication activities to support customer awareness and engagement. Stakeholder Engagement - Develop and maintain positive working relationships with operational teams and key business stakeholders. - Work collaboratively with colleagues across Operations, Customer Experience, Marketing and Communications functions. - Provide support and advice on customer communication matters when required. - Promote customer-focused communication practices across the business. Projects & Continuous Improvement - Support the Customer Communications Lead with internal projects and improvement initiatives. - Contribute to the development of new communication processes, tools and customer information solutions. - Assist in identifying opportunities to improve communication effectiveness and customer satisfaction. - Support implementation of changes arising from customer feedback, business requirements and industry developments. Operational Support & Deputisation - Provide support to the customer communications team during operational activities and business-critical events. - Attend and contribute to Service Delivery Calls and other operational meetings. - Deputise for the Communications Manager and Customer Communications Lead on Service Delivery Calls, projects and meetings when required. - Support the coordination of communication activities during major events and service changes. Administration & Governance - Maintain accurate records of communication activities, campaigns and project work. - Support reporting on customer communications performance and key metrics. - Assist in the production of briefing materials, presentations and stakeholder updates. - Maintain documentation, procedures and guidance within company management systems. Person Specification Essential Excellent written and verbal communication skills Strong attention to detail and commitment to accuracy Experience managing multiple priorities and working to tight deadlines Ability to build effective relationships with internal and external stakeholders Good organisational and administrative skills Proficiency in Microsoft Office applications Ability to remain calm and make decisions in a fast-paced operational environment Desirable Experience within the rail, transport or customer service sector Knowledge of customer information systems and operational communications Experience supporting communications during incidents or service disruption Understanding of social media content creation and scheduling Experience working with external suppliers and agencies Knowledge of the UK rail industry and customer information standards Project coordination or project support experience
Sep 23, 2026
Full time
Role: Customer Communications Executive Location: Marylebone Station, London / Birmingham Moor Street - with travel to other location on the Chiltern network as required Contract Type: Permanent Salary: Up to 32,000 per annum Role Purpose To support the Communications Manager and Customer Communications Lead in delivering clear, timely and effective customer communications across Chiltern Railways. The role is responsible for helping to ensure customers receive accurate and consistent information across all communication channels during both planned and unplanned events. Working closely with operational teams, industry partners and suppliers, the post holder will support the delivery of customer information strategies, contribute to industry initiatives and help drive continual improvement in customer communication standards. Key Accountabilities Customer Communications Support - Support the Communications Manager and Customer Communications Lead in the delivery of the Chiltern Railways customer communications strategy. - Assist in developing and delivering customer information campaigns across digital, print and station channels. - Ensure customer-facing communications are clear, accurate, timely and aligned with company standards. - Contribute to initiatives that improve the customer information experience. Customer Information Management - Support the implementation and maintenance of customer information across national and local information systems. - Assist with delivering changes and updates to customer information systems and processes. - Monitor communication channels to ensure information remains accurate and up to date. - Support the continuous improvement of information quality and customer communications performance. Disruption Communications - Work closely with Service Information Controllers in Banbury during periods of unplanned disruption. - Support the production and distribution of customer communications during service disruption and incidents. - Help ensure customers receive accurate and timely information across all available channels. - Participate in post-incident reviews to identify opportunities for improvement. Industry Collaboration - Actively participate in industry discussions, working groups and change initiatives. - Support the implementation of industry-wide changes impacting customer communications. - Build effective relationships with colleagues across the wider rail industry. Communication Assets & Supplier Management - Maintain effective relationships with suppliers responsible for producing customer-facing materials including posters, screens and leaflets. - Coordinate the production and distribution of customer communication assets. - Ensure materials are produced to agreed standards, timescales and brand guidelines. - Support the management and quality assurance of communication outputs. Customer Information Campaigns - Update and maintain station calendar posters and associated communication materials. - Support the creation and distribution of social media assets linked to customer information campaigns. - Assist in the planning and delivery of seasonal, timetable and service change communications. - Coordinate communication activities to support customer awareness and engagement. Stakeholder Engagement - Develop and maintain positive working relationships with operational teams and key business stakeholders. - Work collaboratively with colleagues across Operations, Customer Experience, Marketing and Communications functions. - Provide support and advice on customer communication matters when required. - Promote customer-focused communication practices across the business. Projects & Continuous Improvement - Support the Customer Communications Lead with internal projects and improvement initiatives. - Contribute to the development of new communication processes, tools and customer information solutions. - Assist in identifying opportunities to improve communication effectiveness and customer satisfaction. - Support implementation of changes arising from customer feedback, business requirements and industry developments. Operational Support & Deputisation - Provide support to the customer communications team during operational activities and business-critical events. - Attend and contribute to Service Delivery Calls and other operational meetings. - Deputise for the Communications Manager and Customer Communications Lead on Service Delivery Calls, projects and meetings when required. - Support the coordination of communication activities during major events and service changes. Administration & Governance - Maintain accurate records of communication activities, campaigns and project work. - Support reporting on customer communications performance and key metrics. - Assist in the production of briefing materials, presentations and stakeholder updates. - Maintain documentation, procedures and guidance within company management systems. Person Specification Essential Excellent written and verbal communication skills Strong attention to detail and commitment to accuracy Experience managing multiple priorities and working to tight deadlines Ability to build effective relationships with internal and external stakeholders Good organisational and administrative skills Proficiency in Microsoft Office applications Ability to remain calm and make decisions in a fast-paced operational environment Desirable Experience within the rail, transport or customer service sector Knowledge of customer information systems and operational communications Experience supporting communications during incidents or service disruption Understanding of social media content creation and scheduling Experience working with external suppliers and agencies Knowledge of the UK rail industry and customer information standards Project coordination or project support experience
Role: General Station Host All potential candidates should read through the following details of this job with care before making an application. Location: Leamington Spa Station Contract Type: Permanent Salary: £31,839.67 per annum Chiltern Railways operates commuter/regional rail passenger services from its Central London terminus at London Marylebone along the M40 corridor to destinations in Buckinghamshire, Oxfordshire and Warwickshire, as well as long-distance services to the West Midlands. At Chiltern, we work in an environment where diversity is essential, inclusion is our culture, and each person knows they belong and matter. We offer a competitive salary and benefits package, a culture of respect, challenge and innovation - with excellent opportunities for growth and development. Job Purpose Ensuring the station is well presented. Based primarily on the ticket barrier, station platforms and in booking hall, but with responsibility for the whole station including the car park. General assistance to customers as required, including assistance through ticket barriers buying tickets though self service vending machines, and general customer assistance as necessary. To ensure that job specific activities do not introduce unacceptable business and safety risks to any aspect of the Company's operation, and that the appropriate policies and procedures are implemented and adhered to, ensuring that all such activities comply with the relevant sections of the Safety Case and the current Safety Plan. Key Accountabilities Take responsibility for assistance of customers though ticket gates ensuring that all customers have a valid ticket to travel To take responsibility for the overall appearance and cleanliness of the Station and ensure that it is maintained to the highest standard To assist customers and promote the use of TVM's Deliver consistently high standards of proactive and reactive customer care around the station and remain highly visible at all times Take responsibility for local station announcements during times of disruption Take responsibility for being the point of contact for issues relating to the car park in the absence of security attendant Read all notices, instructions, and circulars and adhere to all instructions Change station posters as required and fill gaps in leaflet rack content and replenish as advised Order station cleaning materials through the Station Manager Assist in the instruction of new staff as appropriate Assist Sales Station Hosts with cash collection as requested Ensure the winter weather plan is carried out To attend staff briefings To adhere to Chiltern Railways uniform wearers guide Assist as required Personal Specification A good standard of literacy and numeracy are essential A calm and confident personality supported by excellent interpersonal and communication skills Previous cash handling experience is preferred
Sep 22, 2026
Full time
Role: General Station Host All potential candidates should read through the following details of this job with care before making an application. Location: Leamington Spa Station Contract Type: Permanent Salary: £31,839.67 per annum Chiltern Railways operates commuter/regional rail passenger services from its Central London terminus at London Marylebone along the M40 corridor to destinations in Buckinghamshire, Oxfordshire and Warwickshire, as well as long-distance services to the West Midlands. At Chiltern, we work in an environment where diversity is essential, inclusion is our culture, and each person knows they belong and matter. We offer a competitive salary and benefits package, a culture of respect, challenge and innovation - with excellent opportunities for growth and development. Job Purpose Ensuring the station is well presented. Based primarily on the ticket barrier, station platforms and in booking hall, but with responsibility for the whole station including the car park. General assistance to customers as required, including assistance through ticket barriers buying tickets though self service vending machines, and general customer assistance as necessary. To ensure that job specific activities do not introduce unacceptable business and safety risks to any aspect of the Company's operation, and that the appropriate policies and procedures are implemented and adhered to, ensuring that all such activities comply with the relevant sections of the Safety Case and the current Safety Plan. Key Accountabilities Take responsibility for assistance of customers though ticket gates ensuring that all customers have a valid ticket to travel To take responsibility for the overall appearance and cleanliness of the Station and ensure that it is maintained to the highest standard To assist customers and promote the use of TVM's Deliver consistently high standards of proactive and reactive customer care around the station and remain highly visible at all times Take responsibility for local station announcements during times of disruption Take responsibility for being the point of contact for issues relating to the car park in the absence of security attendant Read all notices, instructions, and circulars and adhere to all instructions Change station posters as required and fill gaps in leaflet rack content and replenish as advised Order station cleaning materials through the Station Manager Assist in the instruction of new staff as appropriate Assist Sales Station Hosts with cash collection as requested Ensure the winter weather plan is carried out To attend staff briefings To adhere to Chiltern Railways uniform wearers guide Assist as required Personal Specification A good standard of literacy and numeracy are essential A calm and confident personality supported by excellent interpersonal and communication skills Previous cash handling experience is preferred
