Rail Replacement Coordinator

at  Arriva UK Trains Limited

QUALIFICATIONS:

We are looking for individuals that are able to work flexibly, are keen to learn new skills and have great customer service.
At Arriva we work in an environment where diversity is essential, inclusion is our culture, and each person knows they belong and matter.
We offer a competitive salary and benefits package, a culture of respect, challenge and innovation – with excellent opportunities for growth and development.

RESPONSIBILITIES:

• General management of the pre-planned and emergency road transport and overseeing the replacement rail service for our customers
• Ensure drivers and vehicles meet our required standard
• Ensure journeys arrive and depart on time
• Ensure connections with appropriate train services
• Attempt to ensure that passengers are on the right vehicles
• Adjust the replacement service to take into account any changes in circumstances (i.e. Delays to train services, traffic delays, roadworks, accidents etc.)
• Assist with any failures in the delivery of the operation with the support of our Control team with the appropriate and sensible use of standby vehicles. Adjustment of the service, where appropriate, to assist in maintaining high levels of punctuality.
• Ensure a smooth train - bus - train transition process for our passengers
• Provide information and assistance to passengers, where required
• Help maintain a safe transfer and pick up/set down area for the customer
• Undertake passenger counts
• Communicate all problems likely to affect passengers to the relevant TOC control centre and work with the control staff to overcome any problems
• Act as the key point of contact with station staff in relation to the replacement service
• Record all service incidents, escalating where appropriate, and providing thorough feedback within 48 hours to the Coordination Team after your shift