Job Description

What will you be doing?

• Responding to all FTS customer requirements by booking emergency transport services within FTS pricing agreements.
• Managing, monitoring and tracking all transport services in operation using the GTI system.
• Recording and escalating as required any issues that may affect the safe or timely running of an operation, working within agreed KPIs.
• Liaising with Operators to provide updates and information as required and in line with SLAs to ensure the effective running on all operations.
• Liaising with Coordinators regarding booking on/off shifts and carrying out the correct welfare checks procedure.
• Maintaining effective communication with Coordinators during the running of all operations to ensure that any required actions are put in place or escalated.
• Liaising with external agencies as necessary to obtain required information (emergency services, Network Rail, DVSA, local authorities, rail user groups)
• Managing the provision of stand-by vehicles and record any changes.
• Completing paperwork involved in the day to day running of the department.
• Working closely with all other FTS departments to ensure the smooth and efficient operation of the business.
• Flexible in the duties you carry out, which may vary from time to time depending on the needs of the business and your team.

Once you've completed your probation period, you'll enjoy a range of benefits, such as:

• Free travel on our buses for you and your family
• Pension scheme
• The chance to buy discounted First shares.
• Discounted train travel for you and your family on our train operators (GWR, SWR, TPE & Hull Trains).
• On top of this our rewards include First Exclusives where you and your family and friends can benefit from over 3,000 offers on a variety of goods and services

Required Knowledge, Skills, and Abilities

Customer focused and committed to excellent service delivery. Professional telephone manner and excellent call handling skills. Solution focused approach to dealing with complex information. Ability to work as part of a team to resolve issues. Works well under pressure. Ability to priorities workload. High level of attention to detail. Empathetic and understanding manner. Flexible attitude. Proficient in the use of Microsoft Office packages, Auto Route, GTI. Good geographical knowledge. Familiar with railway and road transport regulations. Operational knowledge of drivers hours regulations. Proven ability to work under pressure and with high volume workloads.