Service Controller

Arriva TrainCare; East Midlands; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Free rail travel after 6 months

Arriva Village discounts

Employee Assistance Programme 24hr hel

Job summary

Arriva Road Transport Services is seeking a Service Controller to join the team in York or Derby on a hybrid basis. The role supports rail replacement and event transport, working a 24/7 roster with 4 on 4 off shifts, including nights and weekends. Salary is £31,149 per annum.

You will coordinate transport options, monitor service delivery and liaise with TOCs and suppliers to ensure timely, cost-effective operations; hybrid work allows some shifts from home.

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 and PowerPoint.
• Strong time management skills.
• Flexibility towards rostering on a 4-on-4-off shift pattern.
• Ability to work night shifts and weekend shifts.
• Team player with good stakeholder management skills.

Responsibilities

• Author and distribute incident reports to support compliance.
• Use Oracle to raise requisitions for purchase orders.
• Respond to TOC/customer requirements by sourcing transport and coordinating staff.
• Liaise with external TOCs during joint operations.
• Ensure services are monitored and running on time.
• Proactively manage operational issues arising on the day.
• Work with TOC Controllers and suppliers via regular communication.
• Manage stand-by vehicles provisioning.
• Complete paperwork for daily running and data input into systems.
• Collaborate with other Arriva departments for smooth operations.
• Procure coach and taxi services to Arriva pricing structures.

Skills

Contact centre experience

Incident reporting

Negotiation

Attention to detail

IT literacy

Time management

Roster management

Night/weekend shifts

Team player

Stakeholder management

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

## Service ControllerApply: Ascot Drive Derby: Full time: Posted Today: End Date: October 19, 2026 (5 days left to apply): JR033049**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 skillsAlthough 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...*