Rail Replacement Coordinators

6 days ago

Carlisle, Cumbria, United Kingdom Arriva Group Full time £30,000 - £60,000 per year

Organisation – Arriva Road Transport Services (ARTS)
Location – Nationwide
Contract type: Zero-hour agreement 
Pay: £12.75 per hour + allowances

We are looking to expand our team of highly passionate, customer focused 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.

Who we are:

Arriva Road Transport Services (ARTS) which is part of Arriva UK Trains, oversees and manages all aspects of coaches, buses, taxis and coordinators which are provided for rail replacement, special events, school support and train crew support across the portfolio of customers within ARTS in both a pre-planned and on an emergency basis.

The Role:

Zero Hour Agreement

This role is a zero-hour agreement position, meaning there are no set hours, allowing you the flexibility to choose how often you work. You will be able to select when you're available, and your shift will be assigned to you with notice. This means that you don't have to work every week and can fit around additional commitments or working hours. You will be allocated shifts on as needed basis if it fits for you and our business.

Location of work

You will work from train stations which can be based across the UK however we would ideally keep you within your local area. Therefore flexibility is a key part of the role with regards to location and you would be willing to travel to additional railway stations.

Responsibilities:

  • 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 standard

  • 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 customer

  • 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 

Qualifications: 

We are looking for individuals that are able to work flexibly, are keen to learn new skills and have great customer service experience. This role may require access to your own vehicle.

Our benefits include: 

  • Ultimate flexibility – pick and choose when you work, where you work

  • Travel – You will have the ability to travel to different parts of the region/country depending on operational needs

  • Great opportunity to progress your career in a fast paced, forward thinking and innovative organisation

  • Paid holiday accrual

  • Contributory pension scheme

  • Access to Arriva's employee assistance programme

At Arriva we acknowledge the importance of our people's diverse experiences, talents, and cultures. Embracing diversity and creating inclusion is a key component of our talent strategy. The creation of a diverse, inclusive workforce is central to our ability to unlock potential and enhance our success..

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