Service Controller

Arriva Group; East Midlands; Híbrido; GBP 31 000 - 32 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Free travel on Arriva branded rail sev

Arriva Village discounts

Employee Assistance Programme – 24hr

Resumo da oferta

Arriva Road Transport Services is seeking a Service Controller based in York or Derby with hybrid working. The role involves supporting rail replacement operations, coordinating transport providers, and maintaining 24/7 rostering across day/night shifts. Expect 4-on-4-off shifts with some home-working ability.

The team reports to the Contact Centre Manager and focuses on delivering timely, cost-effective transport solutions for TOCs and internal operations.

Qualificações

• Experience in a contact or support centre environment.
• Ability to work night and weekend shifts.
• Strong IT skills with Microsoft Office.
• Familiarity with rail and road transport rules is beneficial.

Responsabilidades

• 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 transport services and coordinating staff through Teams and telephony.
• Liaising with other External TOCs during joint operations
• Ensure all services are monitored and tracked to be on time.
• Proactively manage operational issues arising on the day.
• Work closely with TOC Controllers and suppliers by communicating regularly.
• 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 OMS.
• Work closely with other Arriva departments for smooth operation.
• Procure coach and taxi services to the agreed Arriva pricing structure.

Conhecimentos

Contact center

Incident reporting

Complex information

Under pressure

Telephone negotiation

Attention to detail

MS Office

Time management

4-on-4-off rostering

Night & weekend shifts

Team player

Stakeholder management

Ferramentas

Oracle

Decision Support System

Microsoft Teams

Telephony

Descrição da oferta de emprego

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...