Service Controller

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

Benefits offered by this job

Free travel on Arriva rail services (6

Arriva Village discounts

Employee Assistance Programme

Job summary

Arriva Road Transport Services is hiring a Service Controller based in York, with hybrid working options from home 2 of 4 shifts. You will support rail replacement requirements for TOCs, coordinating taxi and coach transport and ensuring on-time service delivery.

You’ll handle incident reporting, requisitions, and day-to-day coordination while working a 24/7 roster including weekends and nights. The role demands flexibility and strong IT and stakeholder skills.

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 across common applications (Word/Excel/PowerPoint).
• Strong time management skills.
• Flexibility to roster on a 4-on-4-off pattern.
• Ability to work night shifts and weekends.

Responsibilities

• Author and distribute incident reports to support compliance.
• Use Oracle to raise requisitions for purchase orders.
• Respond to TOC/customer requirements by sourcing, procuring and managing transport, coordinating staff via text, Teams and telephony.
• Liaise with External TOCs during joint operations.
• Ensure services are monitored and run on time.
• Proactively manage operational issues on the day.
• Collaborate with TOC Controllers and suppliers regularly.
• Manage stand-by vehicle provisions.
• Complete daily paperwork and input data into systems.
• Work with Arriva departments to ensure smooth operations.
• Procure coach and taxi services at agreed Arriva pricing.

Skills

Contact centre experience

Incident reporting

IT literacy

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 - £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...