Rail Operations Service Controller — Hybrid (4-on/4-off)

Arriva UK Trains Limited; East Midlands; Hybrid; GBP 28,000 - 34,000; Full time

Job summary

Arriva UK Trains Limited is seeking a Service Controller to support rail replacement operations from York or Derby, with hybrid working. The role operates on a 24/7 roster including nights and weekends, and reports to the Contact Centre Manager.

You will arrange alternative road transport, monitor service delivery, and coordinate with TOCs and suppliers. A background in a contact centre, strong incident reporting, and IT literacy are essential.

Qualifications

• Experience in a contact or support centre environment.
• Strong incident reporting and report writing skills.
• Ability to deal with complex information.
• Ability to work under pressure.
• Professional telephone manner with ability to negotiate best price.
• High level of attention to detail.
• Strong IT skills with Microsoft Word/Excel/PowerPoint.
• Strong time management skills.
• Flexibility towards rostering on a 4-on-4-off shift pattern.
• Ability to work night shifts and weekends.
• Team player.
• Strong stakeholder management skills.

Responsibilities

• Author and distribute incident reports where necessary to support the compliance arm of the business.
• Use Oracle to raise requisitions for purchase orders.
• Respond to TOC/customer requirements by sourcing, procuring and managing alternative road transport services (taxi and coach) and coordination staff through platforms such as text messaging, Microsoft Teams and telephony.
• Liaising with other External TOCs during joint operations.
• Ensure all services are monitored and tracked to ensure that they are running on time.
• Proactively manage operational issues arising on the day.
• Work closely with TOC Controllers and suppliers by communicating on a regular basis.
• Manage the provision of stand‑by vehicles.
• Completion of paperwork involved in the day to day running of the department, including data input into Decision Support and Operational Management Systems.
• Work closely with the other Arriva departments – to ensure the smooth and efficient operation of the business.
• Responsible for making sure coach and taxi services are procured to the agreed Arriva pricing structure.

Skills

Contact centre experience

Incident reporting

Work under pressure

Telephone manner

Attention to detail

IT skills

Time management

Flexible rostering

Night/weekend shifts

Team player

Stakeholder management

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

Arriva UK Trains Limited is seeking a Service Controller to support rail replacement operations from York or Derby, with hybrid working. The role operates on a 24/7 roster including nights and weekends, and reports to the Contact Centre Manager.

You will arrange alternative road transport, monitor service delivery, and coordinate with TOCs and suppliers. A background in a contact centre, strong incident reporting, and IT literacy are essential.