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Passenger Assistance Controller
Apply locations OBC time type Full time posted on Posted 4 Days Ago time left to apply End Date: August 28, 2025 (10 days left to apply) job requisition id JR030630
Passenger Assistance Controller
Arriva Rail London
New Cross Gate, London/ Hybrid
Permanent
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.
Responsibilities:
* 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.
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.
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.
About Us
Arriva is a leading provider of passenger transport across Europe, employing around 34,400 people and delivering around 1.6 billion passenger journeys. With buses, trains, coaches, trams, waterbuses, bike-sharing systems, on-demand transport solutions and a rolling stock leasing company, Arriva proudly connects people and communities safely, reliably and sustainably across 11 countries, delivering these services in a better way, every day. The activities of Arriva are divided into four business units: UK Bus, UK Trains, The Netherlands and Mainland Europe. Arriva has passenger transport operations in the Czech Republic, Croatia, Hungary, Italy, the Netherlands, Poland, Slovakia, Slovenia, Spain and the United Kingdom, and also operates a rolling stock leasing company in Romania.
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