- Service Controller (OCC) - Nights
- Based at Diss depot
- £22.00 per hour
- 4 nights on/ 4 nights off shift pattern
About the role
The Operations Control Centre (OCC) is going to be based in Diss, Norfolk at the Transport Made Simple Head Office. It will operate 24/7/365, under the supervision of the Network Manager and the Commercial Information Manager, who report directly into our Senior Leadership Team. Our OCC will be staffed by colleagues in two core roles; Service Controllers (SCs) and Customer Information Controllers (CICs). The OCC will be the nerve centre of our operation. Once fully operational, every operational issue across the Transport Made Simple Group will run through it, and it will act as a point of coordination, integrating colleagues from our operations, engineering, commercial and customer experience teams. This is a varied and rewarding opportunity to play a vital role in keeping our passengers informed and our operations running smoothly. If you are proactive, resilient and eager to build a career in transport and customer service, we would love to hear from you. This is a safety critical and high pressure role. No matter how minor or serious the incident you are handling, you remain responsible and accountable for overseeing the response and ensuring safe and speedy resolution with minimal customer impact. This is not a role where you can delegate or escalate a problem and then forget about it - its a role where you have the opportunity to make a real difference to the experience of our customers, but only if you’re calm under pressure, able to stay focused, and willing to track an incident minute by minute through from initial report to final resolution. Exceptional communication skills are essential. Don’t apply to this job just for the money, the career progression or because you’d rather work in an office than behind the wheel. Apply for this job if you genuinely care deeply about the experience of people using public transport, and you want the bus (and coach) services we deliver to be as reliable, punctual and professional as they possibly can be.
What you'll do
- Act as the first point of contact for our bus and coach drivers whilst they are out on the road, handling inbound calls and messages (via Ticketer / WhatsApp) in relation to a wide range of operational issues (including delays and diversions, vehicle faults and breakdowns, Road Traffic Collisions, passenger incidents and other miscellaneous queries)
- In relation to each call / message received, proactively manage the situation, deploying appropriate on-road resources and / or escalating to management / senior management colleagues as required
- Maintain clear, accurate logs of all operational activity, including matters arising, actions taken, and any scheduled mileage lost as a result
- Follow defined processes and checklists to support the consistent and high quality handling of incidents
- Liaise with our team of Customer Information Controllers to keep them informed about service disruption, enabling them to undertake proactive communication with our clients, customers and other stakeholders
- Proactively monitor driver sign on activity, and follow up with individual drivers when they fail to sign on for a scheduled duty
- Proactively monitor the performance of our local bus (and contracted bus) network in real time via monitoring of the Ticketer real time tracking system, and intervene to prevent early running
- Where late running is identified, consider the impact that it will have on the vehicle and driver’s schedules for the remainder of the operational period, and consider interventions such as curtailment, trip cancellation, deployment of spare bus and / or driver resource or other strategies as appropriate to minimize disruption to customers and maximize reliability and punctuality
- Proactively monitor the operation of our private hire coaches and ad hoc work, checking the status of each job 60, 30 and 5 minutes prior to the scheduled departure time, and providing updates to clients and stakeholders if required
- Proactively monitor local and national news channels, relevant Train Operating Company feeds and regional weather forecasts and warnings, identifying potential disruptive impacts on our network and / or revenue opportunities from disruption on other transport networks
- Assist Customer Information Controllers with handling inbound and outbound communications where required, supporting close teamworking and collaborative control of the service
- Support depot-based Driver Supervisors by providing start-of-shift and end-of-shift Handover Briefings, so they are appraised of how the network is operating when they start their shift, and pass on relevant information to the OCC when they end their shift
- Undertake all other reasonable duties as requested of you by a suitably senior person within the business, where such duties are appropriate to your job role and seniority
What we're looking for
- Previous customer service experience
- Experience within the bus or wider transport industry
What we offer
- You will get direct, hands on experience within a live Operations Control Centre environment, where you will be in direct control of the transport operation in real time.
- You will be able to develop your incident management and stakeholder communications skills.
- You will have the opportunity to demonstrate your decision-making, communication and analytical skills in a real world setting.
Please apply via:
https://www.tmscareers.co.uk/copy-of-service-controller-occ-earlies-lates-diss-uz9k
Pay: £22.00 per hour
Benefits:
- Employee discount
- On-site parking
Work Location: In person
