Train Running Support Controller (Wales)

Who are we? GWR is the proud custodian of Brunel's railway - one of the most prestigious networks in the world. We have some of the newest trains in the country and exciting plans to extend our services. With more than one hundred million passenger journeys each year, we carry people to over 275 stations in the South West, from Cornwall and South Wales to London, passing through beautiful country and some of the UK's top tourist destinations. We are transforming the way people think about train travel, empowering our team of over 6,000 people from all different backgrounds to make it a great experience for our customers. Together, we will revalue rail as a very special way to travel – relaxing, fast, efficient, friendly and fun. About the team: The Network Delivery and Train Service Delivery teams deliver all the components that make up the train service that includes: Managing the train plan. Ensuring the right trains are on the right train services and in the expected formation. Delivering timely customer information and providing a high-quality customer experience. Oversee and manage train service recovery efficiently. Support tactical performance improvement, resilience, and business workstreams. Oversee the strategy to deliver a high performing train service for our customers. About the job: The Train Running Support Controllers are a key part of the Train Service Delivery & Performance Directorate. The role focuses on the real-time operational delivery of our train service across our network. As part of this role, you will work closely with colleagues in the Control and Performance teams, and other stakeholders to ensure that GWR delivers the daily plan and where variances to the plan are required, they are appropriately planned and implemented. Your main responsibilities will be: Collaborative working with GWR, Network Rail (NR), Transport for Wales (TfW) Controls, and multiple GWR functions, to deliver the best possible real-time train service performance. Proactively monitor the train service ensuring the agreed performance policies are followed and implement suitable contingency plans to protect or recover performance and customer experience. Liaison between Controls, to optimise GWR train services and ensure regulation and late presentation of other Train Operators (TOC) and Freight Operators (FOC) is managed correctly. Attend industry calls concerning disruptive or special events, ensure risks are being mitigated appropriately, and ensure all outputs are shared across the business. Assist in the delivery of train service recovery during disruption, following agreed contingencies and proactive action on local matters of traction and crew. You will need to be: The ability to take the lead with complex problems. A high standard of communication. Flexible and adapt to incidents, remaining calm and focused under pressure. Multitask responsibilities and prioritise workloads safely. A visible and proactive individual, that can work across multiple organisations. Committed to delivering high standards and achieving results quickly. A good understanding of railway operations (including Policies and Procedures). As a minimum, you will need to have: Control experience or similar and have an excellent knowledge of managing incidents, key route strategy and service management. A firm understanding of railway operations, and rail industry standards. A good standard of verbal and written communication. The ability to develop strong relationships with internal and external stakeholders. About the location: The role is based at the Wales Railway Operating Centre in Cardiff, which is a 10–15-minute walk from Cardiff Central railway station. Working Pattern: The role is on a shift pattern consisting of Early and Lates, which includes weekends and bank holidays as required. Flexibility is key when the need to represent GWR in the WROC for major events or incidents arises. The Reward: As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including ongoing development, defined benefit pension scheme, free rail travel across the GWR network for you and your family, company-sponsored health care plan, discounted shopping and gym membership, and an employee assistance programme. We all belong at GWR.

This is our vision for providing an inclusive environment for all our colleagues, ensuring all candidates have an equal opportunity to access meaningful employment. We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice against our colleagues, customers, and future talent. We celebrate and encourage diversity of thought, progressive ways of working, and seeing all our colleagues grow and thrive. We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details. If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.

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