Contact Centre Controller

2 weeks ago

York, Canada DB Arriva Full time

Arriva Road and Transport Services (ARTS) is a stand-alone business unit reporting into Arriva UK Trains which is part of the Arriva Group, owned by Deutsche Bahn. Arriva is a leading pan-European public transport operator with 54,500 employees and operations in 14 European countries. ARTS oversees and manages all aspects of coaches, buses, taxis and coordinators which are provided for rail replacement, special events, school support and train crew transport across the portfolio of customers within ARTS in both a pre-planned and on an emergency basis.

We have an exciting new role for a Contact Centre Controller to join our Team in York on a full-time permanent basis on 4 on 4 off shift pattern.

Reporting to the Contact Centre Manager the main purpose of the role is deliver an effective and efficient support service for Train Operating Companies pre-planned and emergency rail replacement requirements.

Rostered part of a team to deliver effective rail replacement service for internal and external train operating companies (TOCs), working a shift pattern based on a 24/7 roster, includes weekend work and night work

Author and distribute incident reports where necessary to support the compliance arm of the business

Respond to TOC/customer requirements by sourcing, procuring and managing alternative road transport services (taxi and coach) and co-ordination staff

Liaising with other External TOCs during joint operations

Ensure all services are monitored and tracked to ensure that they are running on time

Proactively manage operational issues arising on the day

Work closely with TOC Controllers and suppliers by communicating on a regular basis

Experience in a contact or support centre environment

Strong incident reporting and report writing skills

Ability to deal with complex information

Ability to work under pressure

A professional telephone manner with ability to negotiate best price

High level of attention to detail

Familiarity with rules and regulations of both the railway and road transport industry (desirable)

Awareness and understanding of basic EU and GB Domestic driving hours (desirable)

Experience of working in the transport industry (desirable)

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