Control Communications Manager

Job Description

Job Title: Control Communications Manager

BUSINESS FUNCTION: Control & Resource Planning

SALARY: £57,500
ROLE TYPE: On Site
LOCATION: Manchester
HOURS: 37

As our Control Communications Manager, you’ll lead the team responsible for keeping customers informed through every channel, from the station announcement systems to the screens, the website, and beyond. You’ll make sure our messages are clear, timely, and accurate, helping our passengers make confident decisions about their journeys.

This is a role where communication truly makes a difference, shaping how customers experience Northern every single day.

What you’ll be doing

You’ll take charge of how information flows between our Control team, stations, and customers. That means:

• Leading, coaching, and motivating a team of Controllers who deliver real-time information to customers.
• Overseeing our Long Line Public Announcement (LLPA) and Customer Information Screen (CIS) systems, ensuring they’re reliable, effective, and continuously improving.
• Working closely with Network Rail and external partners to plan and deliver upgrades, renewals, and new schemes for customer information systems.
• Developing strategies and projects that enhance how we communicate, from the technology we use to the tone we take.
• Building strong relationships across Northern from IT and Customer Experience to Marketing and Service Delivery to ensure information is always accurate and aligned.
• Monitoring system performance, resolving issues, and spotting opportunities for continuous improvement.
• You will also train to become a qualified assessor.

Your work will directly impact the clarity and quality of the information our customers rely on especially during times of disruption.

About you

You’ll have solid railway experience and a good understanding of how Control operates, especially when it comes to passenger services and customer information. You’ll also bring:

• Strong leadership skills, you know how to motivate and guide a team that works in a fast-paced environment.
• A robust understanding of the industry systems used for delivering information to our customers and the dependencies on each other.
• Experience managing or delivering customer information systems (CIS, LLPA, or similar).
• A track record of running projects from start to finish, keeping things on time and to standard.
• Clear communication skills and the ability to work collaboratively with colleagues, stakeholders, and partners.
• Confidence making decisions under pressure especially when customers are counting on you.

Customer focus, calm under pressure, and a passion for making things better that’s what success looks like in this role.

What’s in it for you?

At Northern, we don’t just value our people - we go the extra mile to support them. Here’s a taste of what you can look forward to:

• Free Travel: Unlimited free travel for you, your partner, and your dependents on Northern services. Plus, up to 75% discount on other networks in the UK and Europe.
• Generous Pension Scheme: We top up your contributions by 1.5 times.
• Enhanced Family Benefits: We offer 9 months of full pay for maternity leave and 2 weeks for paternity leave.
• Cycle to Work Scheme: Save up to 42% on a bike and spread the cost.
• Exclusive Discounts: From shopping to wellbeing, Northern Perks has you covered.
• Employee Assistance Programme: 24/7 support for family, lifestyle, and more.
• Training and Career Development: Tailored training and opportunities to gain recognised qualifications – plus enhanced career pathways across the business.
• Recognition: From Northern Lights to Northern Sparks Awards, we love celebrating everyday brilliance.

Why Northern?

We’re more than just a train operator. We’re the heartbeat of the North, connecting communities, creating opportunities, and driving sustainable growth. With 2,500 trains running daily, we’re on a mission to improve rail travel and enhance the customer experience while protecting the environment.

Back in 1825, the first passenger train set off in the North of England, after which rail quickly spread across the globe – and this year, we’re celebrating 200 years of the modern railway. As we look back on the historic events that led us here, we also look towards the future as we move into the era of Great British Rail. Join us at this pivotal moment in rail history and play your part in our journey.

A place for everyone

The best journeys happen when everyone feels welcome on board.

At Northern, we don’t just move people from A to B – we’re building a team where everyone feels they belong. Our talent team can make reasonable adjustments to the process if that’s something you need. We're also a Level 2 Disability Confident employer, so if you meet the minimum criteria for the role, we’ll always offer an interview.

We automate parts of our screening process to remove any unconscious bias and to make sure every application is treated fairly. All successful offers will be subject to a DBS check and a medical assessment.

No matter your background, experience, or whether you call it a bap, barm, or cob… there’s a place for you here in the railway.