Job Description


Customer Experience Controller (0481)

  • Salary:
  • Location:
    Romford Rail Operating Centre - RM7 0SX
  • Department:
    Train Service Delivery
  • Type of Position:
    Full Time Permanent
  • Closing Date:
    21 October 2021

Our Customer Experience Controllers play a vital part in our link between customers, staff and our service. They ensure real time train running information is clearly communicated to stations and MTR Elizabeth line customers. They also pro-actively monitor and respond to live CCTV image data ensuring that the safety of both staff and customers is monitored 24 hours a day, liaising where necessary with the British Transport Police and other key stakeholders.

An important aspect of this role is to support our mobility-impaired customers wishing to travel on any MTR Elizabeth line service and provide alternative transport arrangements where necessary. As a Customer Experience Controller you must be able to deliver accurate and timely information to internal and external stakeholders while also making certain that all relevant policies are fully implemented during incidents and disruption. You must be confident in being able to adapt to any situation as there will be a requirement to adopt different roles at critical times.

For the Customer Experience Controller position we are looking for someone that:

  • Is positive and proactive with the desire to provide excellent customer service.
  • Is able to multi-task and deliver high quality and accurate outputs  
  • Has previous experience of working in an operational control room or a highly pressurised environment. 
  • Is able to remain calm, productive and professional under pressure.  
  • Is innovative, resilient and able to adapt to change.
  • Is able to communicate clearly and concisely with customers and stakeholders. 
  • Is able to interpret complex and rapidly changing information into easily assimilated, useful and relevant information.
  • Is able to create content, tailored to your audience. 
  • Has excellent verbal and written communication skills
  • Is a team player who works well with and respects others.


We reserve the right to close the online vacancy when we are in receipt of sufficient applications. Should you wish to apply for this post you are advised to complete and submit your application form as soon as possible.

Benefits and Rewards

Travel Benefits (discretionary):

  • Free zones 1-6 Oyster travel card, for you and another person who lives at the same address
  • 75% discount on all UK rail travel, and some international services

Pension: You will be automatically enrolled into our excellent pension scheme. After two years, you will have the option of joining our defined benefits scheme

Benefits Station: A dedicated online benefits platform for retail and entertainment discounts

About Us

MTR Elizabeth line values its workforce, offers career progression and provides a platform to grow and develop.

We aspire to set a new transport standard for the UK, moving people and connecting communities better than anyone else. We are making long-term improvements to our network and creating a better service for our customers. We are a trusted operator with proven experience and have a mission to enable our employees to reach their full potential.

We welcome applications from a diverse range of candidates regardless of background, disability or gender and are committed to creating a workforce as diverse as the communities we serve.



Cycle to Work


Employee Assistance Programme


Rewards and Recognition

Social Events



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