Senior Controller

Responsibilities

• Service Performance and Operational Control
• Take overall responsibility for the daily control, regulation, and performance of allocated bus services, ensuring all routes operate safely, efficiently, and in accordance with company and TfL performance standards.
• Lead and support the Control Team in managing service disruptions, incidents, and emergencies while minimising customer impact and maintaining service reliability.
• Ensure all relevant stakeholders, including senior management, risk management teams, TfL, emergency services, and other external agencies, are informed in accordance with company reporting procedures.
• Utilise all available operational systems and data to monitor service performance, identify emerging issues, and implement effective service recovery measures.
• Apply established service control methods including curtailments, diversions, projections, advancing, holding, and retarding services to maximise reliability and operational performance.
• Maintain detailed knowledge of route networks, traffic hotspots, roadworks, events, and other operational challenges affecting service delivery.
• Implement diversions and emergency route alterations safely and efficiently, liaising with relevant stakeholders as required.
• Ensure all control logs, performance records, and incident reports are completed accurately and contain sufficient detail to satisfy internal and external audit requirements.
• Identify trends in operational performance and produce reports highlighting areas of concern, opportunities for improvement, and examples of best practice.
• Mileage Management and Compliance
• Take ownership of all mileage reporting and validation processes within the Control Centre.
• Ensure all mileage recorded by Controllers is accurate, correctly coded, and fully compliant with company and TfL requirements.
• Monitor scheduled mileage, operated mileage, lost mileage, dead mileage, and engineering-related mileage impacts.
• Investigate mileage discrepancies and implement corrective actions to improve reporting accuracy and operational efficiency.
• Produce and analyse mileage reports to identify trends, service losses, and opportunities for performance improvement.
• Work closely with garage, engineering, and operational teams to minimise lost mileage and maximise service delivery.
• Leadership and Team Management
• Provide day-to-day leadership, supervision,

Benefits

Additional Information

Senior Controller Location: Purley Way Contract Type: Full-Time, Permanent Why Join Arriva London? This is an excellent opportunity for an experienced operational professional looking to develop their career within one of London's largest and most respected transport operators. We are committed to investing in our people through structured development, mentoring, training, and clear progression pathways, while offering a competitive benefits package and the opportunity to play a key role in delivering safe, reliable, and high-performing bus services across London. Role Purpose The Senior Controller is responsible for the effective day-to-day management, supervision, and regulation of bus services through the iBus Control Centre, ensuring the delivery of a safe, reliable, and high-performing operation. The role requires extensive operational control experience and a comprehensive understanding of bus operations, service regulation, mileage management, and performance monitoring to ensure contractual and operational targets are achieved and exceeded. The successful candidate will provide leadership to Controllers, manage service disruptions, oversee operational performance, and ensure all services operate in accordance with TfL requirements, company standards, and regulatory obligations. Essential Knowledge and Experience The successful candidate must demonstrate: Extensive and in-depth knowledge of bus operations and service delivery within a high-volume operational environment. Significant experience in bus service control, regulation, and performance management. Strong understanding of service control techniques, including curtailments, projections, diversions, holding, advancing, and service recovery methods. Proven experience monitoring, validating, and managing operational mileage, including scheduled mileage, lost mileage, dead mileage, and mileage coding accuracy. Strong understanding of mileage reporting, performance data, operational KPIs, and contractual performance measures. Experience analysing operational trends and implementing corrective actions to improve reliability and efficiency. Thorough knowledge of TfL performance requirements, Quality Incentive Contracts (QICs), and operational compliance standards. Strong leadership, coaching, and people management skills. Excellent decision-making abilities under pressure, particularly during service disruption and emergency situations. Sound knowledge of PCV regulations, Road Traffic legislation, health and safety requirements, and transport industry best practice.

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