Customer Care Co-ordinator

**Arriva UK Trains** is part of the Arriva Group, Arriva runs a range of transport services including buses, trains, coaches, waterbuses and airport-related transport services.

We are looking to recruit to expand our team of highly passionate, customer focussed and engaging people who can facilitate the process of running a smooth and safe rail replacement operation. You will work from a variety of key train stations, providing support to road transport operators and information to our passengers to ensure the operation runs exactly as planned. (Transport to stations is provided)

You should be a willing and enthusiastic person to assist our passengers with their queries whilst providing excellent communication to all drivers and customers whilst delivering a punctual bus service.

Shifts vary in length between 6 and 12 hours per day at a rate of £10.18-£10.42 per hour (age dependent). We build in the flexibility of only requesting to work when you are available which is a huge advantage to the role meaning you can work when and for how long suits you

**Role Detail**
- General management of the pre-planned and emergency road transport and overseeing the replacement rail service for our customers
- Ensure drivers and vehicles meet our required standards
- Ensure journeys arrive and depart on time
- Ensure connections with appropriate train services
- Attempt to ensure that passengers are on the right vehicles
- Adjust the replacement service to take into account any changes in circumstances (i.e. Delays to train services, traffic delays, roadworks, accidents etc.)
- Assist with any failures in the delivery of the operation with the support of our Control team with the appropriate and sensible use of standby vehicles. Adjustment of the service, where appropriate, to assist in maintaining high levels of punctuality.
- Ensure a smooth train - bus - train transition process for our passengers
- Provide information and assistance to passengers, where required
- Help maintain a safe transfer and pick up/set down area for the customers
- Undertake passenger counts
- Communicate all problems likely to affect passengers to the relevant TOC control centre and work with the control staff to overcome any problems.
- Act as the key point of contact with station staff in relation to the replacement service
- Record all service incidents, escalating where appropriate, and providing thorough feedback within 48 hours to the Coordination Team after your shift

**Essential**
- Good communication and customer service skills
- A positive attitude and ability to prioritise resources to assist with maintaining the overall service provision
- Able to cope well under pressure and liaise with the Control team and fellow Co-ordinators.
- A quick thinker who can make and effect changes to their operation as the businesses needs dictate
- The ability to read a timetable and map
- A reasonable knowledge of the local land geography and railway network for the location/s they are working would be an advantage but won't be essential as maps and details would be provided on a job-by-job basis

**Desirable**
- An understanding of the Railway operations (stations and trains)
- Previous bus/coach service control, supervision and/or management experience
- A basic understanding of coach/bus drivers’ hours' regulations (full details would be given in the welcome pack)

**Job Types**: Full-time, Part-time
Part-time hours: 20 per week

**Salary**: From £10.42 per hour

**Benefits**:

- Flexitime

Schedule:

- Day shift
- Flexitime
- Monday to Friday
- Weekend availability

Work Location: On the road

Reference ID: AMTArriva

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