Service Controller

Arriva Plc; East Midlands; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading transport service provider in the UK is seeking a Service Controller to join their York office. The role involves managing transport services for rail replacements, completing incident reports, and working closely with TOC controllers and suppliers. Candidates should have strong I.T. skills, excellent incident reporting ability, and be willing to work shifts including nights and weekends. This position provides a hybrid working model.

Qualifications

• Experience in a contact or support centre environment.
• Ability to work under pressure.
• Good telephone manner and negotiation skills.
• Flexibility to work night and weekend shifts.

Responsibilities

• Distribute incident reports to support compliance.
• Use Oracle for purchase order requisitions.
• Source and manage alternative transport services.
• Monitor and track service operations.

Skills

Incident reporting skills

Strong I.T. skills

Time management skills

Negotiation skills

Stakeholder management

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

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?

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 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.

Qualifications and Experience

• Responsible for making sure coach and taxi services are procured to the agreed Arriva pricing structure.
• 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-off 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

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.