Job Description - Incident Support Controller (047571)
Organisation
Job
Position Type:
Full Time Contract Type:
Permanent, RFLi Location:
Romford RCC Grade:
ISC Salary:
£38,500 rising to £50,050 on successful completion of training (likely to be up to 3 months) The unsocial hours allowance will commence only once you start the 24/7 roster which will be after successful completion of your training programme and successful completion of your probation period. This is a safety critical role so you will need to get clearance from our Occupational Health team before you start. Overview of role
The Elizabeth line is the new and much-anticipated high-frequency, high-capacity railway for London and the South East. Typically carrying up to 72,000 passengers each hour demands a highly trained, skilled and cohesive team. In this role, the Incident Support Controller will support the Service & Infrastructure Manager (SIM) with incidents that occur on the Elizabeth line ranging from infrastructure failure, operational and weather related incidents as well as critical and major incidents that may occur on the network. You will play a key role in keeping both our internal and external stakeholders informed on how the network is operating and updating them on incidents that occur on the network through timely and accurate messaging. This is a Safety Critical Role working across 24/7/365 shifts. Key Accountabilities
Your work will include, but not be limited to: Supporting the SIM as required with rail operations, incident management and other tasks as directed. Play a leading role in ensuring all incident management requirements are met in a prompt and timely fashion. During periods of disruption, issue messaging that ensures relevant internal and external stakeholders are kept informed. In addition, provide regular updates to stakeholders on how the network is running including relevant performance updates. Maintain a daily log of all relevant train running information and events, using the available systems in accordance with the relevant company standards and instructions. If so required, operate the performance monitoring and delay attribution system where competent, to ensure delays are accurately recorded and attributed to responsible managers. Act as a single point of contact within RfLI for Network Rail Anglia and Western routes with respect to route controls and applicable signalling centres within Network Rail interface routes. Working with the Operations Improvement Manager to ensure the relevant actions and learnings from the daily performance call are captured and followed up with the relevant teams. Carry out other duties as directed by the TfL Service & Infrastructure Manager and/or Operations Improvement Manager. Skills, Knowledge & Experience
Skills
Ability to communicate and influence effectively with rail industry stakeholders. Ability to plan course of action for self and others, running time, resources, and surrounding circumstances to deliver objectives. Ability to work to clear and concise operating instructions and procedures. Ability to work within a multi-disciplined team. Ability to work within a busy control room environment. Ability to multi-task. Knowledge
Good geographical knowledge of the Elizabeth line (essential) Good computer skills and proficient in Microsoft Excel and Word (essential) Knowledge of industry and police incident management protocols such as JESIP (desirable) Experience
Leading and communicating critical action in real time (essential). Managing, responding, and recording information in real time (essential). Previous experience working within control, logistics or operational environments (desirable). Previous experience in working with incident management procedures and protocols (desirable). Equality, Diversity and Inclusion
We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair. Application Process
Please apply using your CV and a one page (maximum) covering letter. PDF format preferred and do not include any photographs or images. Please think carefully about the skills, knowledge and experience outlined in the job description and ensure your CV and cover letter reflects the requirements of the role you are applying for. Short listing will be carried out on the basis of answers to any pre-screening questions and the information on your CV and covering letter. There will be a face-to-face interview/assessment in London on 11th Feb 2025. We would ideally like the successful candidate to start in the role on 17th March. Benefits
Final salary pension scheme Free travel for you on the TfL network Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket 266 hours of annual leave which includes the usual 8 recognised public and bank holidays. Tax-efficient cycle-to-work programme Retail, health, leisure, and travel offers.
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Job
Position Type:
Full Time Contract Type:
Permanent, RFLi Location:
Romford RCC Grade:
ISC Salary:
£38,500 rising to £50,050 on successful completion of training (likely to be up to 3 months) The unsocial hours allowance will commence only once you start the 24/7 roster which will be after successful completion of your training programme and successful completion of your probation period. This is a safety critical role so you will need to get clearance from our Occupational Health team before you start. Overview of role
The Elizabeth line is the new and much-anticipated high-frequency, high-capacity railway for London and the South East. Typically carrying up to 72,000 passengers each hour demands a highly trained, skilled and cohesive team. In this role, the Incident Support Controller will support the Service & Infrastructure Manager (SIM) with incidents that occur on the Elizabeth line ranging from infrastructure failure, operational and weather related incidents as well as critical and major incidents that may occur on the network. You will play a key role in keeping both our internal and external stakeholders informed on how the network is operating and updating them on incidents that occur on the network through timely and accurate messaging. This is a Safety Critical Role working across 24/7/365 shifts. Key Accountabilities
Your work will include, but not be limited to: Supporting the SIM as required with rail operations, incident management and other tasks as directed. Play a leading role in ensuring all incident management requirements are met in a prompt and timely fashion. During periods of disruption, issue messaging that ensures relevant internal and external stakeholders are kept informed. In addition, provide regular updates to stakeholders on how the network is running including relevant performance updates. Maintain a daily log of all relevant train running information and events, using the available systems in accordance with the relevant company standards and instructions. If so required, operate the performance monitoring and delay attribution system where competent, to ensure delays are accurately recorded and attributed to responsible managers. Act as a single point of contact within RfLI for Network Rail Anglia and Western routes with respect to route controls and applicable signalling centres within Network Rail interface routes. Working with the Operations Improvement Manager to ensure the relevant actions and learnings from the daily performance call are captured and followed up with the relevant teams. Carry out other duties as directed by the TfL Service & Infrastructure Manager and/or Operations Improvement Manager. Skills, Knowledge & Experience
Skills
Ability to communicate and influence effectively with rail industry stakeholders. Ability to plan course of action for self and others, running time, resources, and surrounding circumstances to deliver objectives. Ability to work to clear and concise operating instructions and procedures. Ability to work within a multi-disciplined team. Ability to work within a busy control room environment. Ability to multi-task. Knowledge
Good geographical knowledge of the Elizabeth line (essential) Good computer skills and proficient in Microsoft Excel and Word (essential) Knowledge of industry and police incident management protocols such as JESIP (desirable) Experience
Leading and communicating critical action in real time (essential). Managing, responding, and recording information in real time (essential). Previous experience working within control, logistics or operational environments (desirable). Previous experience in working with incident management procedures and protocols (desirable). Equality, Diversity and Inclusion
We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair. Application Process
Please apply using your CV and a one page (maximum) covering letter. PDF format preferred and do not include any photographs or images. Please think carefully about the skills, knowledge and experience outlined in the job description and ensure your CV and cover letter reflects the requirements of the role you are applying for. Short listing will be carried out on the basis of answers to any pre-screening questions and the information on your CV and covering letter. There will be a face-to-face interview/assessment in London on 11th Feb 2025. We would ideally like the successful candidate to start in the role on 17th March. Benefits
Final salary pension scheme Free travel for you on the TfL network Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket 266 hours of annual leave which includes the usual 8 recognised public and bank holidays. Tax-efficient cycle-to-work programme Retail, health, leisure, and travel offers.
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