Network Control Centre Controller - National Express : Job Details

We currently have an exciting opportunity as a Network Control Centre Controller based at our Head Office in Birmingham. 

The Network Control Centre (NCC) is the heart of our coach network and manages the live running of National Express coaches up and down the country. The NCC supports our drivers, track and monitor coaches, resolve operational issues, minimise the effects of road closures, and work with coach operators to ensure our customers reach their destinations safely, and on time. 

Those applying for the role must enjoy working in a fast paced environment, be a confident decision maker and possess excellent report writing and keyboard skills. The role will involve working 12-hour shifts as part of a dynamic team to support our 24/7 network.

What you'll do...

Provide quick and effective solutions to all service queries, whilst providing accurate information on operational issues.

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 on time, whilst continually evaluating services to reduce delays.

Proactively manage services which have faced disruption, to ensure services operate to timetable as scheduled.

Identify service delay trends using dedicated software and tools, to provide effective suggestions and solutions to planning teams.

Understand and implement the Network Control Centre processes and procedures to ensure safe, cost-effective management of all incidents.

Provide exceptional call quality standards ensuring a polite, professional and friendly response in all phone communication.

Ensure detailed and accurate information is recorded in all incidents in a timely manner.

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.

What you'll need...

Ideally previous experience of working in a control room environment.

Must have UK geographical knowledge, including awareness of major UK motorways and their locations. 

Experience of working in a high process driven environment.

Resilient and a quick learner, able to adapt to different situations on a day to day basis

Excellent communication and attention to detail.

Ability to organise your own time and be a team player. 

Demonstrate a solution focused approach, be able to evidence experience of problem solving. 

National Express is proud to be a Disability Committed organisation. We therefore welcome applications from disabled candidates. Please let us know in your application if you have any accessibility needs.

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

• Free Bus & Coach travel for yourself
• Complimentary coach travel for a Nominated Person or complimentary bus travel for a Spouse or Partner
• 50% discount for friends and family on full fares on our coach services
• Life Assurance
• Company pension
• Employee Assistance programme
• Private online GP service

National Express is proud to be a Disability Committed organisation. We therefore welcome applications from disabled candidates. Please let us know in your application if you have any accessibility needs.

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.