At a Glance
- Tasks: Lead and manage bus services, ensuring safety and efficiency in operations.
- Company: Join one of London's largest and most respected transport operators.
- Benefits: Competitive salary, free bus travel, and excellent career progression opportunities.
- Other info: Enjoy mentoring support and access to retail discounts worth up to £1,200.
- Why this job: Make a real impact on London's transport while developing your career.
- Qualifications: Extensive knowledge of bus operations and strong leadership skills required.
The predicted salary is between 40000 - 50000 £ per year.
This is an excellent opportunity for an experienced operational professional looking to develop their career within one of London's largest and most respected transport operators. We are committed to investing in our people through structured development, mentoring, training, and clear progression pathways, while offering a competitive benefits package and the opportunity to play a key role in delivering safe, reliable, and high-performing bus services across London.
The Senior Controller is responsible for the effective day-to-day management, supervision, and regulation of bus services through the iBus Control Centre, ensuring the delivery of a safe, reliable, and high-performing operation. The role requires extensive operational control experience and a comprehensive understanding of bus operations, service regulation, mileage management, and performance monitoring to ensure contractual and operational targets are achieved and exceeded. The successful candidate will provide leadership to Controllers, manage service disruptions, oversee operational performance, and ensure all services operate in accordance with TfL requirements, company standards, and regulatory obligations.
Essential Knowledge and Experience- Extensive and in-depth knowledge of bus operations and service delivery within a high-volume operational environment.
- Significant experience in bus service control, regulation, and performance management.
- Strong understanding of service control techniques, including curtailments, projections, diversions, holding, advancing, and service recovery methods.
- Proven experience monitoring, validating, and managing operational mileage, including scheduled mileage, lost mileage, dead mileage, and mileage coding accuracy.
- Strong understanding of mileage reporting, performance data, operational KPIs, and contractual performance measures.
- Experience analysing operational trends and implementing corrective actions to improve reliability and efficiency.
- Thorough knowledge of TfL performance requirements, Quality Incentive Contracts (QICs), and operational compliance standards.
- Strong leadership, coaching, and people management skills.
- Excellent decision-making abilities under pressure, particularly during service disruption and emergency situations.
- Sound knowledge of PCV regulations, Road Traffic legislation, health and safety requirements, and transport industry best practice.
- Take overall responsibility for the daily control, regulation, and performance of allocated bus services, ensuring all routes operate safely, efficiently, and in accordance with company and TfL performance standards.
- Lead and support the Control Team in managing service disruptions, incidents, and emergencies while minimising customer impact and maintaining service reliability.
- Ensure all relevant stakeholders, including senior management, risk management teams, TfL, emergency services, and other external agencies, are informed in accordance with company reporting procedures.
- Utilise all available operational systems and data to monitor service performance, identify emerging issues, and implement effective service recovery measures.
- Apply established service control methods including curtailments, diversions, projections, advancing, holding, and retarding services to maximise reliability and operational performance.
- Maintain detailed knowledge of route networks, traffic hotspots, roadworks, events, and other operational challenges affecting service delivery.
- Implement diversions and emergency route alterations safely and efficiently, liaising with relevant stakeholders as required.
- Ensure all control logs, performance records, and incident reports are completed accurately and contain sufficient detail to satisfy internal and external audit requirements.
- Identify trends in operational performance and produce reports highlighting areas of concern, opportunities for improvement, and examples of best practice.
- Take ownership of all mileage reporting and validation processes within the Control Centre.
- Ensure all mileage recorded by Controllers is accurate, correctly coded, and fully compliant with company and TfL requirements.
- Monitor scheduled mileage, operated mileage, lost mileage, dead mileage, and engineering-related mileage impacts.
- Investigate mileage discrepancies and implement corrective actions to improve reporting accuracy and operational efficiency.
- Produce and analyse mileage reports to identify trends, service losses, and opportunities for performance improvement.
- Work closely with garage, engineering, and operational teams to minimise lost mileage and maximise service delivery.
- Provide day-to-day leadership, supervision, and support to Controllers and other operational staff.
- Manage controller performance through coaching, mentoring, development planning, and regular performance reviews.
- Identify training and development requirements and ensure operational competence is maintained across the team.
- Support the induction and development of new Controllers.
- Promote a culture of accountability, professionalism, teamwork, and continuous improvement.
- Conduct investigations, fact‐finding exercises, and performance discussions where standards fall below expectations.
- Escalate serious conduct or performance matters to the Performance Team Leader as appropriate.
- Contribute operational expertise to service planning, route development, and performance improvement initiatives.
- Conduct route studies, surveys, and operational reviews to identify opportunities to improve service reliability and efficiency.
- Provide recommendations regarding route performance, passenger demand, resource allocation, and operational effectiveness.
- Support business improvement projects through data analysis, operational insight, and performance reporting.
- Conduct operational observations, investigations, and audits as required.
- Attend operational, performance, and stakeholder meetings.
- Support business continuity arrangements during major incidents and emergency situations.
- Undertake any other reasonable duties commensurate with the level of the role.
- Exceptional knowledge of bus operations and service regulation.
- Strong analytical and problem‐solving abilities.
- Proven leadership and people management experience.
- Experience in operational performance monitoring and reporting.
- High levels of accountability and attention to detail.
- Confidence in making decisions under pressure.
- Excellent communication and stakeholder management skills.
- A proactive approach to identifying and resolving operational challenges.
- A commitment to delivering outstanding customer service and operational performance.
- Competitive salary.
- Full-time, permanent role.
- Excellent career progression opportunities within a major London transport operator.
- Dedicated one‐to‐one mentoring and development support.
- Access to training courses and professional certifications.
- Free bus travel for you and a nominated family member.
- Access to Arriva Village – retail discounts worth up to £1,200 per year.
- 25 days annual leave plus bank holidays.
- Company pension scheme.
- Employee wellbeing support programmes.
Senior Controller in London employer: Arriva London South Limited
Arriva London is an exceptional employer, offering a dynamic work environment where experienced professionals can thrive in their careers. With a strong commitment to employee development through structured mentoring and training, as well as a competitive benefits package including free bus travel and retail discounts, employees are empowered to excel while contributing to the delivery of safe and reliable transport services across London. The culture promotes teamwork, accountability, and continuous improvement, making it an ideal place for those seeking meaningful and rewarding employment.
Contact Details:
Arriva London South Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior Controller in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with current employees at Arriva London. A friendly chat can sometimes lead to opportunities that aren’t even advertised.
✨Tip Number 2
Prepare for the interview by researching Arriva London’s operations and values. Show us you’re not just another candidate; demonstrate your passion for delivering safe and reliable bus services.
✨Tip Number 3
Practice your decision-making skills under pressure. We want to see how you handle service disruptions or emergencies, so think of scenarios and how you’d tackle them effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our team at Arriva London.
We think you need these skills to ace Senior Controller in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Senior Controller role. Highlight your experience in bus operations and service regulation, and don’t forget to mention any leadership roles you've had. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you the perfect fit. Be sure to mention specific experiences that relate to operational performance and team management.
Showcase Your Achievements:When detailing your experience, focus on your achievements rather than just duties. Use numbers and examples to demonstrate how you've improved service delivery or managed disruptions effectively. We love seeing results!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way to ensure your application gets into the right hands. Plus, you’ll find all the info you need about the role and our company!
How to prepare for a job interview at Arriva London South Limited
✨Know Your Bus Operations Inside Out
Make sure you brush up on your knowledge of bus operations and service regulation. Familiarise yourself with TfL performance requirements and Quality Incentive Contracts (QICs). Being able to discuss these topics confidently will show that you're serious about the role.
✨Demonstrate Leadership Skills
Prepare examples of how you've successfully led teams in high-pressure situations. Think about times when you managed service disruptions or coached team members. This will highlight your leadership abilities and your fit for the Senior Controller position.
✨Analyse Operational Trends
Be ready to discuss how you've previously analysed operational data to identify trends and implement improvements. Bring specific examples of how your actions led to enhanced service reliability or efficiency, as this is crucial for the role.
✨Showcase Your Decision-Making Skills
Think of scenarios where you had to make quick decisions during emergencies or service disruptions. Be prepared to explain your thought process and the outcomes of those decisions. This will demonstrate your ability to handle pressure effectively.
