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- Tasks: As a Service Controller, you'll manage transport services and ensure smooth operations.
- Company: Join Arriva Group, a leader in road transport services across the UK.
- Benefits: Enjoy free travel after 6 months, discounts, and a supportive employee assistance programme.
- Why this job: Be part of a dynamic team with flexible hybrid working and impactful responsibilities.
- Qualifications: Experience in a support centre, strong IT skills, and a professional manner are essential.
- Other info: This entry-level role offers a unique chance to work in the transport industry.
The predicted salary is between 22796 - 30694 £ per year.
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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
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-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
Our Benefits Include
- Free travel on Arriva branded rail services around the country after 6 months
- 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…
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Service Controller employer: Arriva Group
Contact Detail:
Arriva Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Controller
✨Tip Number 1
Familiarise yourself with the transport industry, especially rail and road regulations. Understanding the basics of EU and GB domestic driving hours can give you an edge in discussions during interviews.
✨Tip Number 2
Highlight your experience in a contact or support centre environment. Be ready to discuss specific scenarios where you successfully managed operational issues or dealt with complex information under pressure.
✨Tip Number 3
Demonstrate your strong IT skills by being prepared to discuss your proficiency with Microsoft applications. You might even want to mention any experience you have with data input into management systems.
✨Tip Number 4
Showcase your flexibility regarding shift patterns. Since the role requires working nights and weekends, emphasising your willingness to adapt to a 4 on 4 off schedule will make you a more attractive candidate.
We think you need these skills to ace Service Controller
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in a contact or support centre environment. Emphasise your incident reporting and report writing skills, as these are crucial for the Service Controller role.
Craft a Strong Cover Letter: In your cover letter, explain why you are interested in the Service Controller position at Arriva Group. Mention your ability to work under pressure and your strong time management skills, which are essential for this role.
Showcase Your IT Skills: Since the role requires strong IT skills, ensure you mention your proficiency in Microsoft Word, Excel, and PowerPoint. Provide examples of how you've used these applications in previous roles.
Highlight Flexibility: Given the shift pattern of 4 on 4 off, it's important to express your flexibility regarding working hours. Mention any previous experience with shift work or your willingness to adapt to varying schedules.
How to prepare for a job interview at Arriva Group
✨Understand the Role
Make sure you thoroughly read the job description and understand the responsibilities of a Service Controller. Be prepared to discuss how your previous experience aligns with the tasks mentioned, such as incident reporting and managing transport services.
✨Showcase Your Flexibility
Since the role requires working on a 4 on 4 off shift pattern, highlight your flexibility and willingness to work nights and weekends. Share any past experiences where you successfully adapted to changing schedules.
✨Demonstrate Strong Communication Skills
As a Service Controller, you'll need to liaise with various stakeholders. Prepare examples that showcase your professional telephone manner and negotiation skills, especially in high-pressure situations.
✨Familiarise Yourself with Relevant Regulations
While not essential, having knowledge of railway and road transport regulations can set you apart. Brush up on basic EU and GB driving hours and Public Service Vehicle Accessibility Regulations to demonstrate your commitment to the industry.
