Rail Operations Controller - Hybrid & 4-on/4-off

Arriva Group; East Midlands; Hybrid; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Free rail travel after 6 months

Arriva Village discounts

Employee Assistance Programme

Job summary

Arriva Road Transport Services, part of Arriva UK Trains, invites applications for a Service Controller based in York. You will support rail replacement operations, coordinating taxi and coach transport, and liaising with TOCs and internal teams to ensure seamless service delivery.

The role operates on a 24/7 roster with a mix of day and night shifts. Hybrid working enables two shifts from home out of four, offering flexibility while maintaining high service standards.

Qualifications

• Experience in a contact or support centre environment.
• Strong incident reporting and report writing skills.
• Ability to work under pressure and manage multiple tasks.

Responsibilities

• Author and distribute incident reports to support compliance.
• Use Oracle to raise requisitions for purchase orders.
• Respond to TOC/customer requirements by sourcing and managing transport services.
• Coordinate staff through platforms such as text, Teams, and telephony.
• Ensure services are monitored and running on time.
• Proactively manage day-to-day operational issues.
• Communicate regularly with TOC Controllers and suppliers.
• Manage standby vehicles and related paperwork.

Skills

Contact center experience

Incident reporting

Communication under pressure

Tools

Microsoft Word

Excel

PowerPoint

Job description

Arriva Road Transport Services, part of Arriva UK Trains, invites applications for a Service Controller based in York. You will support rail replacement operations, coordinating taxi and coach transport, and liaising with TOCs and internal teams to ensure seamless service delivery.

The role operates on a 24/7 roster with a mix of day and night shifts. Hybrid working enables two shifts from home out of four, offering flexibility while maintaining high service standards.