Network Control Centre Controller

3 weeks ago

Birmingham, United Kingdom National Express Full time

**Join us on the Journey...** National Express Group is a leading public transport operator with bus, coach and rail services in the UK, Continental Europe, North Africa, North America and the Middle East. Passengers made 898 million journeys on our services in 2018.

We have an exciting opportunity for a Network Control Centre Controller, who will deliver an exceptional and inspiring service to all users of the department. You will provide positive solutions to daily issues and assist with any decision making that willmeet the user’s high expectations and benefit the overall stakeholder experience

**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.
- Provide exceptional call quality standards ensuring a polite, professional and friendly response during phone communication with all stakeholders.
- Ensure detailed and accurate information is recorded in all incidents in a timely manner.
- 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.

**Things to note...** National Express has a very high focus on health and safety and as a result operates a strict Drugs and Alcohol Policy which is applicable to all employees.

Drug and Alcohol testing is completed as part of the assessment process as well as random checks during employment according to the policy.

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