Apprentice Customer Information Controller

About the role

This apprenticeship role sits at the heart of our Operations Control Centre, supporting passengers, clients and stakeholders by keeping them informed of planned and unplanned changes to our transport services. You will ensure that service cancellations, emergency diversions and other disruptions are communicated clearly, promptly and professionally across digital channels and internal systems, whilst responding to inbound queries to provide real-time support. The role combines reactive operational support during live incidents with structured, planned communications work and forward planning, ideally suited to someone calm under pressure, detail-focused and motivated by delivering excellence to customers.

What you'll do

• Liaise closely with Service Controllers to ensure network disruptions, cancellations and diversions are uploaded promptly and accurately online
• Support management of customer communications via WhatsApp channels, helping develop a structured approach that keeps information relevant
• Respond to customer emails relating to bus services, timetables, delays and complaints in a professional and timely manner
• Liaise with operational colleagues to establish accurate information and relay this clearly to passengers requiring live travel support
• Proactively brief the Senior Leadership Team and other colleagues on incidents likely to generate high customer contact volumes or pose reputational risk
• Support the Stakeholder Engagement Lead with community and stakeholder engagement where disruption may create negative sentiment
• Produce and distribute clear, concise staff notices and customer communications for planned road closures, issued in date order to relevant stakeholders
• Liaise with operational managers and use internal systems to support fact-finding investigations into complaints relating to network disruption or driver conduct
• Monitor incoming emails from Local Authorities, town councils and event organisers regarding road closures and other network impacts

What we're looking for

• Polite, professional and genuinely customer focused
• Calm and logical under pressure with strong attention to detail
• Confident using Microsoft Office and Google Workspace
• Comfortable working with digital systems and online platforms
• Able to communicate clearly in writing and by telephone
• Organised and capable of managing both reactive and planned work
• Previous customer service experience
• Experience within the bus or wider transport industry

What we offer

• Obtain a Level 3 Customer Service Apprenticeship qualification whilst working in a live Operations Control Centre environment
• Learn valuable transferable skills in incident management, decision-making and stakeholder communications at the heart of transport operations
• Receive direct hands-on experience observing and developing analytical and communication skills in a real-world operational setting
• Access free travel across the Central Connect bus network and other participating local bus operators, plus discounted day trips, holidays and coach hire