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For Companies At a Glance
- Tasks: Provide quick solutions to service queries and manage customer incidents effectively.
- Company: Join National Express, a leader in transport with a commitment to exceptional service.
- Benefits: Enjoy free travel on our network, life assurance, and a supportive work environment.
- Why this job: Be part of a dynamic team making a real difference in customer travel experiences.
- Qualifications: Strong communication skills, problem-solving abilities, and basic computer knowledge required.
- Other info: Inclusive workplace with opportunities for growth and development.
Join us on the Journey…
Do you have the right skills and experience for this role Read on to find out, and make your application.
National Express are looking to recruit three experienced Network Control Centre Controllers to join the team at our Head Office in Digbeth. The successful candidates will deliver an exceptional and inspiring service to all users of the department and provide positive solutions to daily issues and assist with any decision making that will meet the user\’s high expectations and benefit the overall stakeholder experience.
What you\’ll do:
Provide quick and effective solutions to all service queries, whilst providing accurate information to all stakeholders regarding any operational issue
Manage and resolve customer incidents in order to facilitate customer travel in a safe and efficient manner in line with business values
Actively manage service punctuality ensuring vehicles are at their origin points on time, whilst continually evaluating services to reduce delays to within 10 minutes
Proactively manage the return or onward journeys of services which have faced disruption, to ensure services operate to timetable as scheduled
Utilise uTrack and other tools to identify trends and patterns to services which are frequently delayed, and provide effective suggestions and solutions of the issues to service delivery and planning teams
Proactively source new coach operators including the relevant paperwork and licenses to assist the National Express operation by increasing the list of emergency operators
Understand and implement the Network Control Centre processes and procedures to ensure safe and effective management of all incidents
Ensure detailed and accurate information is recorded in all incidents in a timely manner
Provide exceptional call quality standards ensuring a polite, professional and friendly response during phone communication with all stakeholders
Ensure all incidents are completed and checked thoroughly, including spelling, grammar, associated costs and debit mileage
Develop and maintain positive relationships with all stakeholders
Undertake complete responsibility for any incident from the initial call through to completion, in a safe, timely and effective manner
Utilise effective decision making in line with Network Control Centre processes to minimise costs throughout an incident
Support the provision of emergency out-of-hour customer calls and providing quick, effective resolutions to all queries whilst supporting the National Express brand (night function only)
Support the management of operational issues by forwarding relevant incidents to Service Delivery, Planning, Contracts or Customer Relations for follow-up or further liaison
Any other duties as required within the department
What you\’ll need:
Excellent written and verbal communication skills
Ability to multi-task
Basic computer skills
Experience of problem solving
Positive, calm and flexible approach to all circumstances
Basic UK geographical knowledge
What we offer in return for your hard work and commitment…
Free Bus & Coach travel for yourself on the National Express network
Complimentary coach travel for a Nominated Person or complimentary bus travel for a Spouse or Partner on the National Express network
Life Assurance
Company pension
Employee Assistance programme
Private online GP service
National Express is committed to creating an inclusive workplace that reflects the diverse communities we serve and we positively encourage applications from all sectors of the community.
We are a Disability Confident Committed employer and should you require any adjustments at any stage of the recruitment process please let us know.
We reserve the right to close this advert early if we receive a high volume of applications before the advertised closed date.
Things to Note…
At National Express, we are really proud of our health and safety record and as a result, we operate a Drugs and Alcohol Policy which is applicable to all employees.
As part of your initial assessment, we will complete Drug and Alcohol testing and you may be subject to random tests during your employment
Network Control Centre Controller employer: National Express Group PLC
Contact Detail:
National Express Group PLC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Network Control Centre Controller
✨Tip Number 1
Network Control Centre roles are all about communication, so practice your verbal skills! Try mock interviews with friends or family to get comfortable talking about your experiences and how they relate to the job.
✨Tip Number 2
Show us your problem-solving skills! Think of examples from your past where you’ve tackled issues head-on. Be ready to share these during interviews to demonstrate your ability to handle customer incidents effectively.
✨Tip Number 3
Research is key! Familiarise yourself with National Express and its operations. Knowing the company’s values and services will help you tailor your responses and show that you’re genuinely interested in being part of the team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and keen to join us on this journey!
We think you need these skills to ace Network Control Centre Controller
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experience align with the role of Network Control Centre Controller. Use keywords from the job description to show that you understand what we’re looking for.
Show Off Your Communication Skills: Since excellent written communication is key for this role, ensure your application is clear, concise, and free of errors. We want to see your ability to convey information effectively right from the start!
Demonstrate Problem-Solving Abilities: In your application, share examples of how you've successfully managed incidents or resolved issues in the past. This will help us see your proactive approach and how you can contribute to our team.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at National Express Group PLC
✨Know Your Stuff
Make sure you understand the role of a Network Control Centre Controller inside out. Familiarise yourself with the key responsibilities, like managing service punctuality and resolving customer incidents. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Show Off Your Problem-Solving Skills
Prepare examples of how you've successfully handled difficult situations in the past. Think about times when you provided quick solutions or managed incidents effectively. This will demonstrate your ability to think on your feet and align with the company's values.
✨Brush Up on Communication
Since excellent communication is crucial for this role, practice articulating your thoughts clearly and professionally. You might even want to do a mock interview with a friend to refine your verbal skills. Remember, a polite and friendly tone can make all the difference!
✨Get to Know the Company
Research National Express and their operations. Understanding their services and values will not only help you answer questions but also allow you to ask insightful ones. This shows that you're proactive and genuinely interested in being part of their team.
