Service Controller

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

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...