Service Controller

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

Benefits offered by this job

Free rail travel after 6 months

Arriva Village discounts

Employee Assistance Programme

Job summary

Arriva Group is seeking a Service Controller in York or Derby with hybrid working to support rail replacement operations. You will join a 24/7 roster, including night shifts, with 4 on/4 off patterns and some home-working during shifts.

You will coordinate transport services, liaise with TOCs, manage incident reporting, and support the control centre to ensure timely service delivery.

Qualifications

• Experience in a contact or support centre environment.
• Strong incident reporting and report writing skills.
• Ability to handle complex information under pressure.
• Professional telephone manner with ability to negotiate best price.
• High attention to detail and accuracy.
• Good IT skills (Word/Excel/PowerPoint).
• Strong time management and organisational skills.
• Flexible rostering around a 4-on-4-off shift pattern.
• Ability to work night and weekend shifts.
• Team player with good stakeholder management.

Responsibilities

• Author and distribute incident reports for compliance.
• Raise requisitions in Oracle for purchase orders.
• Source, procure and manage alternative transport services and coordinate staff.
• Liaise with External TOCs during joint operations.
• Ensure services are monitored and on time.
• Proactively manage day-to-day operational issues.
• Coordinate with TOC Controllers and suppliers.
• Arrange stand-by vehicles as needed.
• Handle day-to-day paperwork and data entry into systems.
• Collaborate with Arriva departments to keep operations smooth.

Skills

Customer service

Communication

IT literacy

Incident reporting

Time management

rostering flexibility

Night/weekend shifts

Stakeholder management

Tools

Oracle

Microsoft Teams

Excel

Telephony

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 - £26,995 per annum
Contract - 6 months FTC

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…