Network Control Centre Controller

National Express • Full-time • National Express House, Birmingham, United Kingdom • £31.52k / year • 3m ago

National Express are looking to recruit three experienced Network Control Centre Controllers to join the team at our Head Office in Digbeth. The successful candidates will deliver an exceptional and inspiring service to all users of the department and provide positive solutions to daily issues and assist with any decision making that will meet the user’s high expectations and benefit the overall stakeholder experience.

What you'll do:

Provide quick and effective solutions to all service queries, whilst providing accurate information to all stakeholders regarding any operational issue
Manage and resolve customer incidents in order to facilitate customer travel in a safe and efficient manner in line with business values
Actively manage service punctuality ensuring vehicles are at their origin points on time, whilst continually evaluating services to reduce delays to within 10 minutes
Proactively manage the return or onward journeys of services which have faced disruption, to ensure services operate to timetable as scheduled
Utilise uTrack and other tools to identify trends and patterns to services which are frequently delayed, and provide effective suggestions and solutions of the issues to service delivery and planning teams
Proactively source new coach operators including the relevant paperwork and licenses to assist the National Express operation by increasing the list of emergency operators
Understand and implement the Network Control Centre processes and procedures to ensure safe and effective management of all incidents
Ensure detailed and accurate information is recorded in all incidents in a timely manner
Provide exceptional call quality standards ensuring a polite, professional and friendly response during phone communication with all stakeholders
Ensure all incidents are completed and checked thoroughly, including spelling, grammar, associated costs and debit mileage
Develop and maintain positive relationships with all stakeholders
Undertake complete responsibility for any incident from the initial call through to completion, in a safe, timely and effective manner
Utilise effective decision making in line with Network Control Centre processes to minimise costs throughout an incident
Support the provision of emergency out-of-hour customer calls and providing quick, effective resolutions to all queries whilst supporting the National Express brand (night function only)
Support the management of operational issues by forwarding relevant incidents to Service Delivery, Planning, Contracts or Customer Relations for follow-up or further liaison
Any other duties as required within the department

What you'll need:

Excellent written and verbal communication skills
Ability to multi-task
Basic computer skills
Experience of problem solving
Positive, calm and flexible approach to all circumstances
Basic UK geographical knowledge

What we offer in return for your hard work and commitment...

Free Bus & Coach travel for yourself on the National Express network
Complimentary coach travel for a Nominated Person or complimentary bus travel for a Spouse or Partner on the National Express network
Life Assurance
Company pension
Employee Assistance programme
Private online GP service

National Express is committed to creating an inclusive workplace that reflects the diverse communities we serve and we positively encourage applications from all sectors of the community.

We are a Disability Confident Committed employer and should you require any adjustments at any stage of the recruitment process please let us know.

We reserve the right to close this advert early if we receive a high volume of applications before the advertised closed date.

At National Express, we are really proud of our health and safety record and as a result, we operate a Drugs and Alcohol Policy which is applicable to all employees.

As part of your initial assessment, we will complete Drug and Alcohol testing and you may be subject to random tests during your employment.

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