Contact Centre Controller

2 weeks ago


Derby, United Kingdom Arriva Full time

We have an exciting new role for a Contact Centre Controller to join our Derby Team on a full-time permanent basis. This is a hybrid flexible working role where you can work from home for 50% of your working week.

Working for Arriva Road Transport Services we oversee and manage 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.

Reporting to the Senior Controller the main purpose of the role is to deliver emergency rail replacement vehicles.

**Main Responsibilities**:

- 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 roster of 4 days on 4 days off that covers days and nights and some weekends as part of this.
- Respond to customer requirements by sourcing, procuring and managing alternative road transport services (taxi and coach)
- 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

**Requirements**:

- Experience in a contact or support centre environment.
- 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 GB Domestic driving hours (desirable)
- Experience of working in the transport industry (desirable)

**Job Types**: Full-time, Permanent

**Salary**: £26,995.00 per year



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