Customer Service Duty Controller - York, United Kingdom - Fill My Vacancy

Fill My Vacancy

Verified Company

York, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Location :
Based at key train stations in the area surrounding York

Customer Service Duty Controller (Rail Replacement) - x6 opportunities available, so tell your friends too

Do you have excellent customer service and problem-solving skills? Although welcome, no previous experience is required for this brilliant opportunity to progress your career in a fast paced, forward thinking, and innovative organisation

Their Company

Our client is a specialist rail replacement and passenger transport provider.

Their team of over 250 colleagues based in Manchester, York, and Derby provide high quality, customer-focused rail replacement and road transport services including buses, trains,coaches, waterbuses, and airport-related transport services.

They are looking to expand their team of highly passionate, customer focused and engaging people who can facilitate the process of running smooth and safe rail replacement operations.

The Package

Permanent Contract

Salary of £26,99

Paid holiday based on hours accrued
Contributory pension scheme
Discounts on high street brands through their Village
Access to their employee assistance programme

You will be based at key train stations located in the area surrounding York, working either 7am to 7pm or 7pm to 7am on a 4 on 4 off rota basis.

The Role - Customer Service Duty Controller

Working from a variety of key train stations located in the area surrounding York, as Customer Service Duty Controller you'll provide support to road transport operators as well as information to passengers to ensure the operation runs exactly as plannedand that standards are met

Your duties will include:

Managing preplanned and emergency road transport, and overseeing the replacement rail service for customers
Ensuring journeys arrive and depart on time and connections with appropriate train services are made
Ensuring passengers have smooth train bus train transition process, providing information and assistance as required
Undertaking passenger counts
Attempting to ensure passengers are on the right vehicles
Helping to maintain a safe transfer and pick up / set down area for customers
Adjusting the replacement service to consider any changes in circumstances such as delays or accidents
Communicating all problems likely to affect passengers to the relevant control centre
Working with the control team to assist with any operation failures, using standby vehicles where appropriate
Acting as the key point of contact with station staff in relation to the replacement service
Recording all service incidents, escalating where appropriate

Their Requirements - Customer Service Duty Controller

Excellent communication and customer service skills
Good problemsolving and coordination skills
Organised with the ability to work under pressure
Good computer and data entry skills, with ability to use Microsoft Excel
Willingness to work shifts including weekends and overnight

More About them

They acknowledge the importance of their people's diverse experiences, talents and cultures. Embracing diversity and inclusion is a key component of their talent strategy. The creation of a diverse, inclusive workforce is central to their ability to unlockpotential and enhance their success.