Control Centre Operative

Serco; London; On-site; GBP 28,000 - 34,000; Full time

Job summary

Join a leading company as a Control Centre Operative, managing London's Cycle Hire Scheme. You'll oversee operations, support logistics, and ensure efficient service delivery in a fast-paced environment. Enjoy excellent benefits and career development opportunities.

Benefits

Free Cycle Hire membership

TfL issued Oyster Card for free travel

Incentive scheme for extra performance

Rewards for finding abandoned bikes

Access to Serco Benefits portal

Employee events throughout the year

Qualifications

• Intermediate skills in MS Word, Excel, and Outlook required.
• Experience in logistics, reactive and maintenance planning preferred.

Responsibilities

• Manage day-to-day activities of the Cycle Hire Scheme's drivers and operatives.
• Analyze operational performance and prioritize tasks according to KPIs.
• Provide first line support for incidents and manage redistribution of bicycles.

Skills

Communication

Analytical skills

Problem resolution

Customer service

Multitasking

Tools

MS Word

Excel

Outlook

Job description

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Working hours:40 hours per week, including weekends, mix of 12- and 8-hour shifts, earliest start 6am, latest finish 23.00pm

Salary:£28,808 per annum, plus excellent benefits

London Cycle Hire, or Santander Cycles, is the largest cycle hire scheme in the UK and regularly records over 1 million hires a month. The Scheme is available 24/7, 365 days a year. We operate more than 12,300 bikes, 500 eBikes (additional 1,400 in 2024) and over 800 bike docking stations across London. We help Londoners get around quickly and easily in the most environmentally friendly way possible. The scheme recently expanded to Southwest London so now you can saddle up anywhere from Shepherds Bush to Canary Wharf and Wandsworth Town to Camden Town.

As the Control Centre Operative you will manage the day-to-day activity of London's Cycle Hire Scheme's drivers, mobile operatives, and incident management, maintaining regular contact with our On Street and Redistribution Operatives.

You will also manage the day-to-day logistics of the scheme, including front line interactions with TfL and all partners, analyse the scheme's operational performance and prioritise and plan tasks according to KPIs, operational plans and TfL requirements.

In addition to this, you will operate the scheme's core technologies, including but not limited to incident management software and health and security logs to deliver both planned and reactive maintenance, schedule planned events and record results and monitor incident management systems to ensure all data is captured and checked for accuracy.

As the first line of support for all events and incidentsthat occur throughout the London Cycle Hire Scheme, this is a vital role within the Cycle Hire Scheme allowing us to proactively manage the redistribution of 12,300+ bicycles around London to balance over 800 docking stations to satisfy customer demand, support the Control Centre Team Leaders and Operational Managers in the successful delivery and continuous improvement of the contract.

You won’t be doing this alone either. Our team is made up of professional, friendly, and supportive teammates, including managers who began their careers with Serco as Control Centre Operatives who now hold Supervisor, Operations Manager and Contract Manager titles.

We are dedicated to the ongoing development and career progression of our Control Centre Operatives, with outstanding training opportunities made available to you, along with the chance toundertake additional qualifications. These include, but are not limited to,driving courses, Team Leader and Management training and a supportive management team who will provide guidance and advice to ensure you achieve all that you want to with Serco.

What do I need to do the role?

To be considered for a position within our teamit is essential that youcan multitask (it is a very fast-paced environment), you can deal with pressure and deadlines, quick thinking and decision making (as many times you will have to work unattended and make decisions while dealing with incidents) and common sense.

You will have intermediate level skills in MS Word, Excel and Outlook, excellent communication and interpersonalskills and strong analytical and problem resolution skills.

You should have the ability to plan, organise and schedule tasks effectively, adapt to a dynamic working environment and outstanding customer service skills.

Please note, You will be required to work on a shift rota basis to cover various hours.

This role would suit candidates with logistics, reactive and maintenance planning experience.

Please note, this position is subject to random drug and alcohol testing.

Why Serco

A place you can make an impact: The nature of our business means you will do interesting work that matters – delivering essential services that touch people’s lives.

A place you can count on: Our diverse UK-wide operations offer unrivalled opportunities to learn and develop. You’ll be able to broaden your experience and apply your skills in new ways.

A place for you: We are a motivated team who will encourage you and help you to succeed. You’ll have the resources you need to do your job in a diverse and supportive environment.

What we offer

• Be a part of the iconic London Cycle Hire Scheme and help deliver a first-rate alternative transport option to thousands of daily customers.
• This is a one-of-a-kind scheme. With fully bespoke programs, processes and systems to learn across multiple functions.
• No matter the role you join us in, there will be opportunities to see and learn other aspects of the contract from on street, to control room, to workshops and more.
• Free Cycle Hire membership worth up to £120 (after a successful 3 month probation)
• A TfL issued Oyster Card providing free travel across the TfL network either in or out of work for all front-line employees (after a successful 3 month probation)
• Predominantly during the busy summer period, the contract offers an incentive scheme to all roles, where extra money can be earned for extra performance
• Working on street and find one of our precious bikes abandoned? You can earn money per abandoned bike found, rewarding your effort for helping to maintain our bike fleet.
• Access to the Serco Benefits portal which contains thousands of discounts and deals for all Serco employees across a range of areas including Insurance, healthcare, high street shopping, cinema, mobile phones and many more.
• Our contract holds multiple events for employees throughout the year including football, bowling, darts, ice cream vans on site, go-karting, summer and xmas parties and much more.

About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.

Apply
Please click on the apply button to complete your application.Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leaderemployers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.

At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to thenature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.