Bus Station Controller

**Bus Station Controller** **040502** **Organisation** - Bus Operations **Job** - Bus Operations **Position Type** - Full Time Please note: This recruitment campaign is to recruit for a number of opportunities as well as recruiting to a waitlist. **Grade**: Operational BSC **Salary**: £37,222 **Contract Type** - London Bus Services Ltd Permanent - Increasing to £38,789 after successful completion of a 6-month probationary period and 1 year in post **Location**: You could be based anywhere in the Greater London area, depending on business requirements. **Overview of role** **Transport for London (TfL)** leads the way as a unique public service - and it's a great place to develop your career. We treat our staff with the same commitment we give our customers; their satisfaction is a measure of our success. If you are passionate about customer service and get a real buzz from helping people, come help us demonstrate that "every journey matters", and ensure that our customers remain at the centre of everything we do here in Bus Operations. Not only will you enjoy a highly competitive salary and benefits package - you will also be part of a team committed to exceptional service delivery. We are looking for friendly, reliable, helpful people with outgoing personalities and a genuine passion for delivering outstanding service and safety standards, to join us as a **Bus Station Controller**. We are looking for confident people who can quickly take in information about our services, become experts on their local working areas and promote a positive image at all times. You must also be prepared to work a shift pattern, in different weather conditions and spend time on your feet and outside. You will be the face of TfL at our bus stations, responsible for managing the operation of bus stations and interchanges. You will work without direct supervision, managing the flow of buses within the station and acting proactively to ensure the safety of customers and operator’s staff. You will advise customers on their journeys with real time information, whilst providing a welcoming presence throughout the station. **Key Accountabilities** - **Customer service** - Deliver world-class service by actively providing assistance to customers, including those with special requirements, with bus service and onward travel information - **Incidents and emergencies** - Assist to ensure the safety of customers and other stakeholders, and to restore service as quickly as possible, in line with TfL Bus Operations rules and procedures (as directed) - Take steps to prevent overcrowding and assisting customer flow and bus station evacuation where necessary - Respond to and report all incidents affecting the TfL network, within the bus station and surrounding area - **Station support** - Supervise the operation of the bus station. This includes carrying out safety checks, resolve local issues or report defects as required - Ensure the efficient use of space by operators; at bus stations and local interchanges - Monitor and report all potential or actual problems and take the necessary steps to ensure immediate safety and seek remedial action - **Compliance** - Ensure that all bus station stakeholders comply with TfL’s Code of Conduct for the Operational use of Bus Stations - Be familiar with all operators’ contractual requirements and ensure these are fulfilled. Take necessary action to resolve conflicts of interest and draw them to the attention of senior management where local resolution is not successful - **Stakeholder Engagement** - Disseminate information relating to bus disruptions to relevant stakeholders; including bus operations and the Network Management Control Centre - Establish and maintain good working relationships with all stakeholders using the facility or interchange **Skills, Knowledge & Experience** **Skills** - Ability to analyse information and make decisions (Essential) - Ability to work effectively with stakeholders to achieve effective business results (Essential) - Good relationship building and collaboration skills (Essential) - Proven ability to work as part of a team (Essential) - Excellent written & verbal communication skills (Essential) - Ability to use Microsoft Office (Essential) **Knowledge** - Understanding of London’s bus operations and operators, and other public transport modes (Desirable) **Experience** - Experience of delivering excellent customer service in a busy environment (Essential) - Experience at supervisory or management level (Desirable) - Experience in defect reporting and incident management (Essential) **Application Process** The final stage will consist of a face to face interview in London. **Assessment Process** The recruitment process consists of the following stages. You will need to pass each stage to progress onto the next: Stage 1: Online Test Stage 2: CV and cover letter screening* Stage 3: Role Play and Written Exercise Stage 4: Competency Based