Service Controller

Arriva UK Trains Limited; East Midlands; Hybride; GBP 28 000 - 34 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

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

Outils

Microsoft Word

Microsoft Excel

PowerPoint

Description du poste

Join the Arriva Road Transport Services Team! Location - York or Derby with hybrid working Shifts - working 4 on 4 off a mixture of both day and night shifts so flexibility is required Salary - £31,149. per annum

Who we are:

Arriva Road Transport Services (ARTS) which is part of Arriva UK Trains, oversees and manages all aspects of coaches, buses, taxis and coordinators which are provided for rail replacement, special events, school support and train crew support across the portfolio of customers within ARTS in both a pre-planned and on an emergency basis.

The Role

We have an exciting opportunity to join the team as a Service Controller based in our York offices. Reporting into the Contact Centre Manager you will help deliver an effective and efficient support service for Train Operating Companies pre-planned and emergency rail replacement requirements. The role is part of a rostered team to deliver effective rail replacement service for internal (AUKT) and external TOC’s, working a shift pattern based on a 24/7 roster, including weekend work and night work on a 4 on 4 off basis. Hybrid working means 2 out of 4 shifts can be worked from home.

What will I be doing as a Service Controller?

• 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 co-ordination 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.

What will I need to be successful in the Service Controller role?

• 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.
• A professional telephone manner with ability to negotiate best price.
• High level of attention to detail.
• Strong I.T. skills with computer literacy in a variety of applications (Microsoft word / Excel / PowerPoint).
• Strong time management skills.
• Flexibility towards around rostering based on a 4-on-4-off shift pattern.
• Ability to work night shifts and weekends shifts.
• Team player.
• Good stakeholder management skills.

Although not essential the following would be beneficial; Familiarity with rules and regulations of both the railway and road transport industry. Awareness and understanding of basic EU and GB Domestic driving hours. Experience of working in the transport industry. Good knowledge of UK geography. Basic understanding of relevant passenger transport operations. Understanding of Public Service Vehicle Accessibility Regulations 2000

Our benefits include:

• Free travel on Arriva branded rail services around the country after 6 months service
• Arriva Village – web based discounts on various products/services on the high street
• Employee Assistance Programme – 24hr helpline, covering a multitude of subjects

At Arriva we acknowledge the importance of our people's diverse experiences, talents, and cultures.

Embracing diversity and creating inclusion is a key component of our talent strategy. The creation of a diverse, inclusive workforce is central to our ability to unlock potential and enhance our success...

Arriva is a leading provider of passenger transport across Europe

Arriva is a leading provider of passenger transport across Europe, employing around 34,400 people and delivering around 1.6 billion passenger journeys. With buses, trains, coaches, trams, waterbuses, bike-sharing systems, on-demand transport solutions and a rolling stock leasing company, Arriva proudly connects people and communities safely, reliably and sustainably across 11 countries, delivering these services in a better way, every day. The activities of Arriva are divided into four business units: UK Bus, UK Trains, The Netherlands and Mainland Europe. Arriva has passenger transport operations in the Czech Republic, Croatia, Hungary, Italy, the Netherlands, Poland, Slovakia, Slovenia, Spain and the United Kingdom, and also operates a rolling stock leasing company in Romania.