Service Controller

Arriva London is one of the leading providers of bus services in London, employing over 4,000 people and delivering over 17% of the capital’s bus services every day.

Arriva London is recruiting for service controllers to join their performance teams across London. You will be reporting to Service Quality Leaders within the Route Performance function, controlling and supervising bus services to meet agreed standards set by TfL and where possible exceed company agreed targets. This role will see effective partnering with the stakeholders within garages to work within agreed budgetary guidelines, maximising the performance of the garage and the routes within it.

This role is full time, permanent and involves shift work and working some weekends.

Responsibilities

Controlling and regulating bus routes to QICs standards in conjunction with other officials using any appropriate method of control, including iBus radio and other technology.

Minimizing the effects of a disrupted service on customers by using established service control methods. This would include using curtailments, projections, advancing, holding or retarding departures.

Having sufficient knowledge of the main traffic issues on routes to enable adjustments ensuring a regular, smooth-running service.

Implementing diversions safely as required, using local knowledge and involving/liaising with other agencies as appropriate.

Ensuring that staff and vehicle presentation meet the company standard (for example by supervising run-outs & conducting vehicle checks)Establishing positive relationships with staff of all levels, customers & external bodies to enable information gathering enabling improvements in the service Arriva provides.

Handling customer comments and enquiries in a professional manner.

Providing information and advice to customers when required.

Assisting and coaching staff of all grades to maintain the standards set by Arriva London

Developing and maintaining a relationship of co-operation and teamwork with operating and engineering staff

Taking remedial action to rectify situations / behavior which fall short of the standards expected

Working closely with garage administration and engineering staff to ensure optimum use of available manpower and vehicles

Ensuring staff operate within PCV regulations, the provisions of the Road Traffic Act, and within a safe environment

Contributing information / project work to assist Arriva London with making service change decisions. This may include: advice and evidence on excessively light /heavy usage of services, reporting of regular gaps or poor service, especially on new services, undertaking studies and route surveys and making recommendations for route changes as appropriate, recommending and providing information on other ways in which Arriva London may be able to improve its effectiveness/efficiency

When required, taking responsibility for the supervision of a garage and its staff including the opening and closing of garages, supervision of the run-out, taking appropriate action to cover casualties

Taking responsibility for cash or lost property when no SGS or GS is available and to carry out general administrative tasks as required.

Attending site and liaison meetings as required

About you

Responding to changing circumstances, adapting plans as necessary to ensure change is implemented effectively

Understanding and appreciating the differences in people

Identifying ways to ensure standards are met, agreeing implementation, monitoring progress, and achieving the standards

Wanting to achieve results to the highest standard and the commitment and courage to see things through despite obstacles or setbacks

Weighing up a situation in order to judge what course of action should, or should not be followed and take a clear decision accordingly

Challenging unacceptable behavior

The ability to analyze and understand information by collating facts, questioning the data and drawing sound conclusions

Reviewing and researching ways to do things better

Where appropriate developing team capability through continuous personal development and by creating a learning environment

Using skills to support learning eg coaching, mentoring

At Arriva we acknowledge the importance of our people's diverse experiences, talents, and cultures. Embracing diversity and 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.

Close Date: 11/04/2023

Job Types: Full-time, Permanent

Salary: Up to £40,000.00 per year

Benefits:

• Company pension
• Free or subsidised travel
• Sick pay
• Store discount

Schedule:

• 10 hour shift

Work Location: In person

Application deadline: 11/04/2023
Reference ID: R-025240