Network Controller in Birmingham

National Express is looking to recruit two Network Control Centre Controllers to join the team at our Head Office in Digbeth on a full time basis. The successful candidate(s) 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. 38 hours per week working a shift pattern: 08:00 - 20:00 or 09:00 - 21:00, 7 days out of every 14 including weekends.

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.