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- Tasks: Coordinate assistance for customers needing extra support during their journeys.
- Company: Join Arriva Rail London, a leading train operator in Europe with a focus on sustainability.
- Benefits: Enjoy free travel on TfL and discounts on European rail services after one year.
- Why this job: Make a meaningful difference every day while working in a dynamic environment.
- Qualifications: Experience in customer service or railway operations; strong communication skills required.
- Other info: Diversity and inclusion are central to our culture; adjustments available for applicants.
The predicted salary is between 28800 - 43200 £ per year.
Passenger Assistance Controller page is loaded
Passenger Assistance Controller
Apply locations OBC time type Full time posted on Posted 4 Days Ago time left to apply End Date: August 28, 2025 (10 days left to apply) job requisition id JR030630
Passenger Assistance Controller
Arriva Rail London
New Cross Gate, London/ Hybrid
Permanent
Closing Date: 27th August 2025
Arriva Rail London is an industry-leading train operating company, responsible for running the London Overground network under a Concession Agreement with Transport for London (TfL) and is part of the Arriva group.
Here at Arriva, we are on our way to becoming the leading passenger transport partner across Europe, delivering more than 2.2 billion passenger journeys across 14 different European countries every year. We have a vision to help shape a future where passenger transport is the best choice, through digitisation, sustainability, and continuous improvement, we want you to join us at the forefront of the passenger transport industry!
Are you a detail-oriented professional with a passion for delivering exceptional customer service?
Would you like to enjoy free travel on TfL, London Overground, and Arriva Trains?
If so, this could be the perfect opportunity for you!
Arriva Rail London is seeking an experienced Customer Experience railway professional ready to take the next step in their career within control operations. In this role, you’ll play a vital part in ensuring seamless assistance for customers who need a little extra support, making a meaningful difference every day.
Responsibilities:
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The Passenger Assistance Controller will be responsible for coordinating assistance for customers with mobility or visual impairments, ensuring their journeys are practical and seamless.
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You will communicate promptly with stations to confirm travel arrangements for assisted journeys, minimizing delays.
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Maintenance of accurate logs of assisted journeys to ensure real-time visibility for Operations Control will be another key part of this role.
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You will arrange alternative transport, such as taxis, if destination stations are not accessible, ensuring customers reach their destination comfortably.
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Handle Help-Point calls from customers on the East London Line, offering guidance and support.
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The Passenger Assistance Controller will also be responsible for updating information screens and make public announcements in response to service changes or disruptions.
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You will monitor CCTV for platform safety, alerting Operations Control to overcrowding or incidents.
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Escalation of issues with station infrastructure, such as lift faults or asset failures, to the appropriate teams will be another key part of this role.
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You will also be responsible for maintaining clear communication logs, collaborate with stakeholders, and provide excellent real-time customer service.
Qualifications:
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This individual will need to have a background in the railway, or a background in an operational Customer Experience role.
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You must have the ability to remain calm and to have a problem-solving attitude whilst under pressure.
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Strong communication skills, fluent in English and proven ability to engage with both internal and external stakeholders.
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The ideal candidate will have a background within the railway industry, ideally with some knowledge of ARL geography but not essential.
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This individual will need to be computer literate, with experience in using Microsoft Office, including Excel and will ideally have experience working with rostering systems but that isn’t essential.
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You must have a motivational mindset, with the ability to cope with a fast-paced environment.
Benefits:
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Free Travel for you and a nominated person at your address on TfL Network – this alone worth total £5,200 per annum
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Discounts on European rail services after 1 year of service
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Free travel on Arriva branded rail services around the country
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75% discount off of season tickets on other Train Operating Companies
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Arriva Village – web based discounts on various products/services on the high street
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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…
If you require any reasonable adjustments to be made to the application or interview process, please don’t hesitate to let us know.
About Us
Arriva is a leading provider of passenger transport across Europe, employing around 34,400 people and delivering around 1.6 billion passenger journeys. With buses, trains, coaches, trams, waterbuses, bike-sharing systems, on-demand transport solutions and a rolling stock leasing company, Arriva proudly connects people and communities safely, reliably and sustainably across 11 countries, delivering these services in a better way, every day. The activities of Arriva are divided into four business units: UK Bus, UK Trains, The Netherlands and Mainland Europe. Arriva has passenger transport operations in the Czech Republic, Croatia, Hungary, Italy, the Netherlands, Poland, Slovakia, Slovenia, Spain and the United Kingdom, and also operates a rolling stock leasing company in Romania.
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Passenger Assistance Controller employer: Arrivatc
Contact Detail:
Arrivatc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Passenger Assistance Controller
✨Tip Number 1
Familiarise yourself with the London Overground network and Arriva Rail's services. Understanding the routes, key stations, and common challenges faced by passengers will help you demonstrate your knowledge during interviews.
✨Tip Number 2
Brush up on your customer service skills, especially in handling difficult situations. Think of examples from your past experiences where you successfully assisted customers, as these will be valuable to share in discussions.
✨Tip Number 3
Network with current or former employees of Arriva Rail London. They can provide insights into the company culture and expectations for the Passenger Assistance Controller role, which can give you an edge in your application.
✨Tip Number 4
Prepare to discuss how you would handle real-time issues, such as service disruptions or passenger assistance requests. Being able to think on your feet and provide solutions will showcase your problem-solving abilities.
We think you need these skills to ace Passenger Assistance Controller
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and any background in the railway industry. Emphasise skills that align with the responsibilities of a Passenger Assistance Controller, such as communication and problem-solving abilities.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the role. Mention specific examples from your past experiences that demonstrate your ability to handle challenging situations and provide exceptional support.
Highlight Relevant Skills: In your application, clearly outline your strong communication skills and any experience with Microsoft Office or rostering systems. If you have knowledge of ARL geography, be sure to mention it as it could set you apart from other candidates.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects attention to detail, which is crucial for the role of Passenger Assistance Controller.
How to prepare for a job interview at Arrivatc
✨Research the Company
Before your interview, take some time to learn about Arriva Rail London and its operations. Understanding their commitment to customer service and their role in the transport industry will help you align your answers with their values.
✨Showcase Your Customer Service Skills
As a Passenger Assistance Controller, exceptional customer service is key. Prepare examples from your past experiences where you successfully assisted customers, especially those with special needs or challenges.
✨Demonstrate Problem-Solving Abilities
The role requires a calm and problem-solving attitude under pressure. Think of scenarios where you had to think on your feet and resolve issues quickly, and be ready to discuss these during the interview.
✨Prepare for Scenario-Based Questions
Expect questions that assess how you would handle specific situations, such as dealing with a customer in distress or coordinating assistance during service disruptions. Practising these scenarios can help you respond confidently.