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For Companies At a Glance
- Tasks: Deliver exceptional service and solve daily operational issues in a fast-paced environment.
- Company: Join National Express, a leader in transport with a commitment to inclusivity.
- Benefits: Enjoy free travel, life assurance, pension, and access to private GP services.
- Why this job: Make a real impact by ensuring smooth travel experiences for customers.
- Qualifications: Strong communication skills, problem-solving ability, and basic computer knowledge required.
- Other info: Dynamic role with opportunities for growth and a supportive team culture.
The predicted salary is between 30000 - 42000 £ per year.
Join us on the Journey…
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.
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.
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Network Control Centre Controller employer: National Express
Contact Detail:
National Express 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 quick thinking and problem-solving. So, when you get the chance to chat with someone from the company, show off your ability to think on your feet. Share examples of how you've tackled issues in the past – it’ll make you stand out!
✨Tip Number 2
Don’t underestimate the power of networking! Reach out to current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for the interview process. Plus, it shows your genuine interest in the role and the company.
✨Tip Number 3
When you’re preparing for interviews, brush up on your UK geography! Knowing the routes and areas National Express operates in can give you an edge. It shows you’re not just interested in the job, but you’re also invested in understanding the business.
✨Tip Number 4
Finally, 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 serious about joining the National Express team. Good luck!
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 CV and cover letter for the Network Control Centre Controller role. Highlight your relevant experience and skills that match the job description, especially your problem-solving abilities and communication skills.
Showcase Your Experience: When detailing your previous roles, focus on specific examples where you've successfully managed incidents or provided exceptional service. This will help us see how you can deliver the high standards we expect at National Express.
Keep It Professional: Ensure your application is free from spelling and grammar mistakes. A polished application reflects your attention to detail, which is crucial for this role. Remember, first impressions count!
Apply Through Our Website: We encourage you to submit your application through our official website. This way, you’ll ensure it reaches the right people directly and you’ll have access to all the latest updates about your application status.
How to prepare for a job interview at National Express
✨Know Your Stuff
Familiarise yourself with the role of a Network Control Centre Controller. Understand 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.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully resolved issues or improved processes. Highlight how you managed to keep things running smoothly under pressure, as this is crucial for the role.
✨Communicate Clearly
Since excellent communication skills are essential, practice articulating your thoughts clearly and concisely. You might even want to do a mock interview with a friend to get comfortable with speaking about your experiences and qualifications.
✨Demonstrate Your Flexibility
Be ready to discuss how you handle unexpected situations and adapt to changes. The role requires a calm and flexible approach, so share instances where you've successfully navigated challenges while maintaining a positive attitude.