Control Centre Manager

Arriva London North Limited; London Borough of Croydon; On-site; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Company pension scheme

Training and development

Arriva Village discounts

Arriva bus pass

TfL bus operator pass

Job summary

Arriva London is seeking a Control Centre Manager to lead the Route Performance Control Centre in Purley Way. You will oversee day-to-day service control, support and develop the team, and drive improvements that deliver reliable bus services for London's passengers.

Working closely with operational teams, TfL and commercial colleagues, you will achieve service delivery targets, manage staff costs and QIC revenue, and foster a high-performance culture across the control centre.

Qualifications

• Knowledge of TfL bus control processes.
• Understanding of the TfL bus network and Bus Action Plan.
• Strong data analysis skills to translate performance into improvements.
• Experience managing and developing diverse teams.
• Knowledge of health and safety requirements and compliance.
• Clear communication and relationship-building skills.
• Ability to make effective operational decisions and manage priorities.
• Proactive approach to improving processes, service quality and team performance.

Responsibilities

• Lead day-to-day service control strategies through control centre teams.
• Support and develop the Route Performance team to deliver reliable bus services.
• Investigate service performance issues and implement improvements.
• Develop and implement technologies to improve route performance and reporting.
• Provide support for staff development and training across the team.
• Manage staff costs and QIC revenue in line with budget expectations.
• Maintain strong relationships with TfL, garage teams and peers.

Skills

TfL bus control processes

Data analysis

Team management

Health and safety compliance

Communication

Decision making

Job description

Control Centre Manager - Arriva London

Location: Route Performance Control Centre, Purley Way Reporting to: Head of Performance People About the role Arriva London is looking for a Control Centre Manager to lead our Route Performance Control Centre in Purley Way. You will oversee day-to-day service control, support and develop the team, and drive improvements that deliver reliable bus services for London's passengers. Working closely with operational teams, commercial colleagues and Transport for London (TfL), you will be responsible for achieving service delivery targets, exceeding Minimum Performance Standards across our TfL contracts, and managing staff costs and Quality Incentive Contract (QIC) revenue.

Key responsibilities

• Lead day-to-day service control strategies through control centre teams, supporting effective decisions and consistent service delivery.
• Work with performance teams to build a high-performance culture focused on accountability and continuous improvement.
• Investigate service performance issues, recommend improvements and oversee their implementation.
• Improve staff awareness of route performance issues through clear, effective communication.
• Develop and implement innovative technologies to improve route performance and reporting.
• Support the development and delivery of route performance forecasts and targets.
• Review processes, improve efficiency and share best practice with colleagues across Arriva's control centres.
• Support staff development and training across a diverse team, including Deputy Control Centre Managers, Senior Controllers and Controllers.
• Manage Route Performance team staff costs and deliver QIC bonus revenue in line with budget expectations.
• Lead crisis management activity, including Gold Control, in accordance with the Business Continuity Plan.
• Provide support at either iBus centre when required and cover colleagues during periods of absence.
• Support the delivery of proposed tender plans and network amendments.
• Negotiate practical solutions that meet the needs of London’s passengers and support business performance.
• Build strong relationships with garage teams, driving staff, operational and engineering colleagues, senior leaders, HR and peers across Arriva.
• Maintain cooperative working relationships with TfL, London borough representatives, transport industry peers and trade union representatives.
• Support commercial colleagues in winning new contracts and ensuring services operate above internal and external targets.
• Promote a safe working environment, identify and consider risks, and comply with Arriva's Health, Safety and Environmental Management Systems.

What we're looking for

• Knowledge of TfL bus control processes.
• Understanding of the TfL bus network and Bus Action Plan.
• Strong data analysis skills, with the ability to turn performance information into practical improvements.
• Experience managing and developing diverse teams.
• Knowledge of health and safety requirements and a commitment to maintaining compliance.
• Clear communication and relationship-building skills.
• The ability to make effective operational decisions, manage competing priorities and respond to service disruption.
• A proactive approach to improving processes, service quality and team performance.

What success looks like

• Improved QIC earnings through better Excess Waiting Time (EWT) and on-time performance.
• Performance above the Minimum Performance Standard across all operated TfL routes.
• Delivery of staff cost and QIC revenue budgets.
• Successful internal and external audits.
• Strong working relationships with garage teams, driving staff and TfL.
• Effective support for new contract bids and successful delivery of new services.

What we offer

• Arriva Village - access to discounts and offers across a range of retailers.
• Arriva bus pass - free travel on Arriva bus services.
• TfL bus operator pass - travel benefits in line with scheme eligibility.
• Company pension scheme.
• Training and development to support your progression within Arriva.
• The opportunity to shape service performance and make a difference to the journeys of London’s passengers.

The role may also include other reasonable duties to support changing business needs and personal development. Arriva is a leading provider of passenger transport across Europe, employing around 34,400 people and delivering around 1.6 billion passenger journeys. With buses, trains, coaches, trams, waterbuses, bike-sharing systems, on-demand transport solutions and a rolling stock leasing company, Arriva proudly connects people and communities safely, reliably and sustainably across 11 countries, delivering these services in a better way, every day. The activities of Arriva are divided into four business units: UK Bus, UK Trains, The Netherlands and Mainland Europe. Arriva has passenger transport operations in the Czech Republic, Croatia, Hungary, Italy, the Netherlands, Poland, Slovakia, Slovenia, Spain and the United Kingdom, and also operates a rolling stock leasing company in Romania.