Passenger Services Coordinator - 7 positions

Job Type:
Job Sector:
1 Puddle Dock
£33,000 to £35,000 per annum
Salary Description:
Between £33,000 and £35,000 per annum plus free rail travel
Job Ref:
seastern/TP/125/306 - PD/R/001 to PD/R/007

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.

Produce a dedicated Passenger Services daily log.
Job DescriptionSoutheastern 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.

Main Responsibilities
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:

Act as a dedicated telephone number for accessibility
Manage Pre-booking of luggage assistance
Co-ordinate assistance during delays and disruption
Update on train facilities status
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.


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.

About The CompanyAbout Southeastern

Southeastern is one of the busiest commuter rail companies in the UK running more than 2,000 trains, and carrying nearly 600,000 passengers every day between London, Kent and East Sussex.

Just over 4,000 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 also 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.

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.

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.

Contact Details:
Tel: 0200 000 0000
Contact: Phoebe O'Hara

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