Train and Customer Service Controller
6 days ago
Overview:
This role provides real time information for GB Railfreight services (and other operators where contracted) in order to achieve and exceed customer requirements for punctuality, reliability and service quality.
Closing date: 26th April 2024
Responsibilities:
- Communication of plan revisions and other information throughout GB Railfreight, its customers and contractors.
- Supporting the Duty Control Manager & TOPS/Fleet controller with attribution of Level One TRUST Delay Data detailing initial causes of the incident and further monitoring of TRUST delay incidents to ensure reactionary delays are dealt with correctly.
- Liaise with the Duty Control Manager, Engineering Team or Contractor and Network Rail in the event of a train failure or defect to establish the most effective course of action to be taken to minimise disruption, in conjunction with GBRf OSM 120 "Defective On-Train Equipment". Advise GB Railfreight customers as appropriate, and keep the customer informed of developments
- Coordinate and liaise with the Duty Control Manager, Engineering and Operational oncall managers.
- Manage and control the bookingon arrangements and realtime resourcing of all Train Managers and groundstaff, including recording all reasons for plan deviation or extra hour allocation.
- Monitor traction resources that are in service ensuring that any deviation is fully assessed to ensure most economic use of available traction, with mínimal effects on maintenance plans.
- Work in conjunction with all areas of the business to deliver GBRf business safely, and in the most cost effective way.
- Work with Contract Managers to deliver services where they run late.
Qualifications:
The salary on offer for this position is 52,983 which incorporates a shift allowance.
We are looking for individuals with the following skills and qualities:
- Experience within a Control enviornment
- Strong IT skills
- GCSE in Maths and English, or equivalent
- Confident and proactive
- High attention to detail
- Interpersonal skills with ability to communicate effectively at all levels.
- The ability to remain calm under pressure
- Strong organisational skills
- Time management skills
- Customer service experience
Desirable Skills
- Railway planning experience
- Geographical knowledge
- Experience in a rail industry environment
Our Values
Professionalism - Safety and security is paramount in our business, and we feel that this embodies the foundation of a high achieving safety culture
Support - We look after our people and they in turn are encouraged to look after each other
Communication - The transparency of our is business is valued by our colleagues and customers
Trust and Empowerment - We believe that openness and honesty make for the best relationship because it leads to trust and confidence
Enjoyment - Taking pleasure in coming to work at GBRf is actively encouraged right from the top
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