Rail & Road Transport Controller - Hybrid, 4-on 4-off

Arriva Group; East Midlands; Hybrid; GBP 31,000 - 32,000; Full time

Benefits offered by this job

Free travel on Arriva branded rail sev

Arriva Village discounts

Employee Assistance Programme – 24hr

Job summary

Arriva Road Transport Services is seeking a Service Controller based in York or Derby with hybrid working. The role involves supporting rail replacement operations, coordinating transport providers, and maintaining 24/7 rostering across day/night shifts. Expect 4-on-4-off shifts with some home-working ability.

The team reports to the Contact Centre Manager and focuses on delivering timely, cost-effective transport solutions for TOCs and internal operations.

Qualifications

• Experience in a contact or support centre environment.
• Ability to work night and weekend shifts.
• Strong IT skills with Microsoft Office.
• Familiarity with rail and road transport rules is beneficial.

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 transport services and coordinating staff through Teams and telephony.
• Liaising with other External TOCs during joint operations
• Ensure all services are monitored and tracked to be on time.
• Proactively manage operational issues arising on the day.
• Work closely with TOC Controllers and suppliers by communicating regularly.
• 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 OMS.
• Work closely with other Arriva departments for smooth operation.
• Procure coach and taxi services to the agreed Arriva pricing structure.

Skills

Contact center

Incident reporting

Complex information

Under pressure

Telephone negotiation

Attention to detail

MS Office

Time management

4-on-4-off rostering

Night & weekend shifts

Team player

Stakeholder management

Tools

Oracle

Decision Support System

Microsoft Teams

Telephony

Job description

Arriva Road Transport Services is seeking a Service Controller based in York or Derby with hybrid working. The role involves supporting rail replacement operations, coordinating transport providers, and maintaining 24/7 rostering across day/night shifts. Expect 4-on-4-off shifts with some home-working ability.

The team reports to the Contact Centre Manager and focuses on delivering timely, cost-effective transport solutions for TOCs and internal operations.