Customer Communications Specialist

Do you thrive in fast-paced environments, love helping people, and have a flair for social media? CrossCountry is looking for a Customer Communications Specialist to join our dynamic control centre team.

This is your chance to be at the heart of our operations, keeping passengers informed and engaged—especially during times of disruption. You’ll be the voice of CrossCountry on social media and play a crucial role in delivering clear, timely, and accurate information to our customers.

What You’ll Do

• Manage CrossCountry’s social media channels in real time—tweeting, posting, engaging, and growing our online community.
• Provide clear and concise updates to customers during disruption, ensuring our messaging is customer-focused and helpful.
• Work with our control centre and other internal teams to gather key information and relay it effectively.
• Monitor external communication channels and ensure CrossCountry information is accurate across all platforms.
• Help shape and develop our corporate tone of voice on social media.
• Keep our website updated and liaise with industry partners like the National Rail Communications Centre.
   

What We’re Looking For

A customer-focused mindset with a passion for excellent service.

Outstanding written communication skills and an eye for detail.

Experience with social media platforms and a flair for engaging online audiences.

Good geographical knowledge of the UK rail network.

Calm under pressure and able to prioritise in a fast-paced environment.

A proactive team player who can also work independently.

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

This is a job share position, with the full-time role of 35 hours per week split between two team members. Each person will work approximately 17.5 hours per week on a rotating shift pattern that covers 24/7 operations—including evenings, nights, weekends, and bank holidays.

We’re committed to ensuring full coverage while supporting flexibility for both individuals. Shift patterns will be discussed and agreed upon during the recruitment process to suit operational needs and personal availability.

Closing date for applications: Monday 25th August 2025

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.

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