Rail Operations Service Controller - Hybrid, 4-on/4-off

arriva; East Midlands; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Free travel on Arriva rail services (6

Arriva Village discounts

Employee Assistance Programme

Job summary

Arriva Road Transport Services is hiring a Service Controller based in York, with hybrid working options from home 2 of 4 shifts. You will support rail replacement requirements for TOCs, coordinating taxi and coach transport and ensuring on-time service delivery.

You’ll handle incident reporting, requisitions, and day-to-day coordination while working a 24/7 roster including weekends and nights. The role demands flexibility and strong IT and stakeholder skills.

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 across common applications (Word/Excel/PowerPoint).
• Strong time management skills.
• Flexibility to roster on a 4-on-4-off pattern.
• Ability to work night shifts and weekends.

Responsibilities

• Author and distribute incident reports to support compliance.
• Use Oracle to raise requisitions for purchase orders.
• Respond to TOC/customer requirements by sourcing, procuring and managing transport, coordinating staff via text, Teams and telephony.
• Liaise with External TOCs during joint operations.
• Ensure services are monitored and run on time.
• Proactively manage operational issues on the day.
• Collaborate with TOC Controllers and suppliers regularly.
• Manage stand-by vehicle provisions.
• Complete daily paperwork and input data into systems.
• Work with Arriva departments to ensure smooth operations.
• Procure coach and taxi services at agreed Arriva pricing.

Skills

Contact centre experience

Incident reporting

IT literacy

Tools

Microsoft Word

Excel

PowerPoint

Job description

Arriva Road Transport Services is hiring a Service Controller based in York, with hybrid working options from home 2 of 4 shifts. You will support rail replacement requirements for TOCs, coordinating taxi and coach transport and ensuring on-time service delivery.

You’ll handle incident reporting, requisitions, and day-to-day coordination while working a 24/7 roster including weekends and nights. The role demands flexibility and strong IT and stakeholder skills.