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Contact Support Advisor

  • Location: York
  • Salary: Market related
  • Job Type:Permanent
  • Sector: Rail and Transportation
  • Contact: Shalina Jirel
  • Contact Email:
  • Contact Phone: 0161 707 1516
  • Duration: Permanent
  • Start Date: ASAP
  • Job Ref: 213291SJI

Contact Support Advisor 

York - YO26 4AB


Rota Shifts- 4 days on 4 days off- Days and Night + 1 weekend per month.

(7am – 7pm or 7pm -7am)

Hybrid- 2 days WFH 

Morson are delighted to be working with a leading transportation client, based in York, to hire for Contact Support Advisers. This is a permanent role working rotated shifts on a 4 on, 4 off basis. This is a hybrid position where you will be required to work day and night shifts- 7am-7pm or 7pm-7am. The ideal candidate will be from a customer service background and experience communication over the phone in a professional setting. 

Main responsibilities:    

  • Rostered part of a team to deliver effective rail replacement service for internal and external Train Operating Companies [TOC's], working a shift pattern based on a 24/7 roster, includes weekend work and night work
  • Author and distribute incident reports where necessary to support the compliance arm of the business.
  • Respond to TOC/customer requirements by sourcing, procuring and managing alternative road transport services (taxi and coach) and co-ordination staff
  • Liaising with other External TOCs during joint operations
  • Ensure all services are monitored and tracked to ensure that they are running on time.
  • Proactively manage operational issues arising on the day.
  • Work closely with TOC Controllers and suppliers by communicating on a regular basis.
  • Manage the provision of stand-by vehicles.
  • Completion of paperwork involved in the day to day running of the department, including data input into Decision Support and Operational Management Systems.
  • Work closely with the other Arriva departments – to ensure the smooth and efficient operation of the business.
  • Responsible for making sure coach and taxi services are procured to the agreed Arriva pricing structure.
  • Liaise with external agencies as necessary (Emergency services, Network Rail, DVSA, local authorities, rail user groups System Software Support teams, British Transport Police, Agency Support staff, )

Person specification


  • Experience in a contact or support centre environment.
  • Strong incident reporting and report writing skills.
  • Ability to deal with complex information.
  • Ability to work under pressure.
  • A professional telephone manner with ability to negotiate best price.
  • High level of attention to detail.
  • Strong I.T. skills with computer literacy in a variety of applications (Microsoft word / Excel / PowerPoint).
  • Strong time management skills.
  • Flexibility towards around rostering based on a 4-on and 3-off pattern.
  • Ability to work night shifts and weekends shifts
  • Team player
  • Good stakeholder management skills


  • Familiarity with rules and regulations of both the railway and road transport industry.
  • Awareness and understanding of basic EU and GB Domestic driving hours.
  • Experience of working in the transport industry.
  • Good knowledge of UK geography.
  • Basic understanding of relevant passenger transport operations.
  • Understanding of Public Service Vehicle Accessibility Regulations 2000