Jobsxl | Total Jobs Online

Customer Experience Resource Controller

Arriva Rail London

New Cross Gate, London/ Hybrid

Closing Date: 25th March 2025

Arriva Rail London is an industry-leading train operating company, responsible for running the London Overground network under a Concession Agreement with Transport for London (TfL) and is part of the Arriva group.

Here at Arriva, we are on our way to becoming the leading passenger transport partner across Europe, delivering more than 2.2 billion passenger journeys across 14 different European countries every year. We have a vision to help shape a future where passenger transport is the best choice, through digitisation, sustainability, and continuous improvement, we want you to join us at the forefront of the passenger transport industry!

Arriva Rail London are on the hunt for a new Customer Experience Resource Controller to join our team! You will be managing both real time and long-term staffing for ARL Customer Experience. As long as you are a strong decision-maker with the ability to remain calm whilst making decisions under pressure, who has ideally come from a Customer Experience background within an operational railway, then this is the role for you!

Responsibilities:

• You will be fully accountable for ensuring cost effective resource utilisation for Arriva Rail London and agency staff, working in line with agreed expenditure guidelines, whilst managing the day-to-day delivery of Customer Experience team rosters, ensuring that staffing levels are provided to meet KPI obligations and business requirements.

• The Customer Experience Resource Controller will check the implementation of Customer Experience staff changes in accordance with short term planning and emergency requirements.

• Within this role you will also manage real time infrastructure systems, station assets and staffing visibility, proactively investigating, and reporting incidents, escalating when necessary, and will also be responsible for monitorisation of CCTV systems when required.

• It will be the responsibility of the Customer Experience Resource Controller to update and maintain records of sickness, other absences, lateness, and any other attendance issues, escalating when required.

• You will also be responsible for reporting and monitoring any infrastructure or system faults that could have an impact on the KPI regime, implementing Plan B procedures as required, providing regular updates to stakeholders.

• You will provide information control provision for the East London Line Core which includes making regular PA announcements, updating Customer Information Screens, and answering Help-Point calls.

• The Customer Experience Resource Controller will deputise the Senior Customer Experience Resource Controller as required and will also provide support to the Roster Clerks when required.

Qualifications:

• Ideally this individual will have a background of working within an operational railway setting, ideally in a customer focussed position.

• Any knowledge of ARL geography would be highly desirable as well as an understanding of our KPI regimes.

• You will need to have had Microsoft Office experience, especially Excel Spreadsheet, and any experience with absent management systems would be highly desirable, especially Ezitracker.

• This individual must have the ability to remain calm and solve problems and make decisions under pressure.

• You will need a can-do attitude, with the ability to motivate and support teams, with strong communication skills.

• The Customer Experience Resource Controller will need to have the ability to investigate, report and follow up on faults thoroughly and accurately.

Benefits:

• Free Travel for you and a nominated person at your address on TfL Network - this alone worth total £5,200 per annum

• Discounts on European rail services after 1 year of service

• Free travel on Arriva branded rail services around the country

• 75% discount off of season tickets on other Train Operating Companies

• Arriva Village - web based discounts on various products/services on the high street

• Employee Assistance Programme - 24hr helpline, covering a multitude of subjects

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

If you require any reasonable adjustments to be made to the application or interview process, please don’t hesitate to let us know.