Service Care Solutions Ltd
This job has been posted for more than 30 working days and has expired.

Traffic Response Controller Officer

Travel Response Centre Officer

Service: Resources

Service Area: Transformation - Business Support

Reporting to: Business Support Team Leader

Location: County Hall, Durham (with flexibility to work at various Council workplaces within County Durham)

DBS: Not applicable

Flexitime: Eligible


We are seeking a Travel Response Centre Officer to join our team.

The successful candidate will be responsible for handling live bookings and enquiries regarding various transport schemes, as well as providing administrative support within a general business environment.

Duties and Responsibilities:

  • Handle live bookings and enquiries regarding Link 2, Access Bus, Health Service Journeys, and DRT schemes, entering information into scheduling software packages.

  • Respond to transport enquiries and requests, such as sending membership packs.

  • Maintain passenger and journey records using various computer systems.

  • Serve as the main point of contact for passengers using our services.

  • Liaise with strategic partners and stakeholders under the guidance of the Team Leader.

  • Provide timely first-line responses to operational problems, recording and escalating issues as necessary.

  • Develop knowledge of other procedures within the section and provide cover when required.

  • Undertake administrative tasks within the TRC and other duties as needed within a business support environment.

  • Collaborate effectively with colleagues to ensure smooth operation.

  • Respond appropriately to emergencies related to the section's work.

  • Undertake additional duties and responsibilities as assigned.

Organisational Responsibilities:

  • Demonstrate and promote the council's values and behaviours.

  • Embrace smarter working and transformation principles, seeking innovative solutions.

  • Communicate effectively with colleagues, customers, and partners.

  • Prioritize health, safety, and wellbeing in all activities.

  • Promote equality, diversity, and confidentiality.

  • Contribute to corporate responsibility efforts related to climate change.

  • Engage in performance management and continuous improvement processes.

Person Specification:


  • NVQ level 3 or equivalent qualification in a relevant subject area, or evidence of experience in a customer services environment.

  • Experience dealing with the public, keyboard/IT skills, and customer care/call center environment.

  • Good organizational skills, excellent communication abilities, and an ability to interpret a wide range of information.

  • Commitment to quality customer service, reliability, diplomacy, and approachability.


  • Knowledge of Disability issues and the Disability Discrimination Act 1995.

  • Familiarity with the geography of County Durham and surrounding areas.

  • Proficiency in Microsoft Office applications and knowledge of passenger transport legislation.

  • Experience working in a transport setting and partnership working.

  • Understanding of demand-responsive transport.

Personal Qualities:

  • Confidence, ability to work under pressure, and attention to detail.

  • Teamwork skills, empathy towards community transport needs, and confidence in communicating with the public.

  • If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call George at Service Care Solutions on 01772 208 966 or send an E-Mail to