CLOSING DATE: 27TH AUGUST 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!
Are you a detail-oriented professional with a passion for delivering exceptional customer service?
Would you like to enjoy free travel on TfL, London Overground, and Arriva Trains?
If so, this could be the perfect opportunity for you!
Arriva Rail London is seeking an experienced Customer Experience railway professional ready to take the next step in their career within control operations. In this role, you’ll play a vital part in ensuring seamless assistance for customers who need a little extra support, making a meaningful difference every day.

QUALIFICATIONS:

• This individual will need to have a background in the railway, or a background in an operational Customer Experience role.
• You must have the ability to remain calm and to have a problem-solving attitude whilst under pressure.
• Strong communication skills, fluent in English and proven ability to engage with both internal and external stakeholders.
• The ideal candidate will have a background within the railway industry, ideally with some knowledge of ARL geography but not essential.
• This individual will need to be computer literate, with experience in using Microsoft Office, including Excel and will ideally have experience working with rostering systems but that isn’t essential.
• You must have a motivational mindset, with the ability to cope with a fast-paced environment.

• The Passenger Assistance Controller will be responsible for coordinating assistance for customers with mobility or visual impairments, ensuring their journeys are practical and seamless.
• You will communicate promptly with stations to confirm travel arrangements for assisted journeys, minimizing delays.
• Maintenance of accurate logs of assisted journeys to ensure real-time visibility for Operations Control will be another key part of this role.
• You will arrange alternative transport, such as taxis, if destination stations are not accessible, ensuring customers reach their destination comfortably.
• Handle Help-Point calls from customers on the East London Line, offering guidance and support.
• The Passenger Assistance Controller will also be responsible for updating information screens and make public announcements in response to service changes or disruptions.
• You will monitor CCTV for platform safety, alerting Operations Control to overcrowding or incidents.
• Escalation of issues with station infrastructure, such as lift faults or asset failures, to the appropriate teams will be another key part of this role.
• You will also be responsible for maintaining clear communication logs, collaborate with stakeholders, and provide excellent real-time customer service.