Assessor Manager

The Go-Ahead Group; Greater London; On-site; GBP 60,000 - 75,000; Full time

Job summary

GTS Rail Operations Ltd. is seeking an experienced Assessor Manager for a 6-month contract to strengthen the Customer Experience team in London. You will lead competency assessments, deliver constructive feedback and design Development Plans to ensure safe, compliant and high‑quality station operations.

You will coordinate with Stations, Learning & Development and Operational Compliance to drive safety improvements and customer satisfaction while maintaining the highest performance standards.

Qualifications

• Experience conducting competency assessments and providing constructive feedback.
• Ability to design development plans to address performance gaps.
• Strong understanding of safety, procedures and CMS requirements.
• Proven coaching and performance improvement capabilities.

Responsibilities

• Carry out competency assessments and monitoring activities for station and customer experience colleagues in line with CMS requirements.
• Provide clear, constructive and well-documented feedback, including assessment decisions on performance and competence.
• Recommend additional monitoring or support where sub-standard performance or risk factors are identified.
• Design Competence Development Plans (CDPs) to support colleague performance and development.
• Brief colleagues on operational, safety and procedural updates using corporate material.
• Support operational incident investigations and design CDPs following incidents.
• Contribute to improvements in the Competence Management System and QA activities.
• Maintain your own competence requirements and ensure compliance with standards and procedures.
• Provide assurance to the Senior Competency Manager that operational standards are met.
• Support development and review of risk assessments for COS operations.
• Champion safety and environmental responsibilities and identify risks.
• Engage with internal stakeholders to enhance safety and customer satisfaction.

Skills

Coaching

Analytical skills

Communication

Independent work

Education

CAVA or A1 Assessor Award

IOSH safety qualification

Root cause analysis training

Non-Technical Skills/Human Factors training

Job description

GTS Rail Operations Ltd. is an industry-leading train operator committed to setting a new standard for travel across London

We are now seeking a motivated and experienced Assessor Manager to join our Customer Experience team on a 6 month contract.

What you will do:

• Carry out competency assessments and monitoring activities for station and customer experience colleagues in line with CMS requirements.
• Provide clear, constructive and well-documented feedback, including assessment decisions on performance and competence.
• Recommend additional monitoring or support where sub-standard performance or risk factors are identified.
• Design proactive and reactive Competence Development Plans (CDPs) to support colleague performance and development.
• Brief colleagues on operational, safety and procedural updates using corporate and departmental material.
• Support operational incident investigations and work with Station Management to design and implement CDPs following incidents.
• Contribute to improvements in the Competence Management System and participate in internal quality assurance and standardisation activities.
• Maintain your own competence requirements and ensure compliance with relevant standards, policies and procedures.
• Provide assurance to the Senior Competency Manager that operational standards are being consistently met.
• Support the development and review of task-based and workplace risk assessments for COS operations.
• Champion safety and environmental responsibilities, proactively identifying risks, improving safety performance and encouraging efficient resource use.
• Engage with internal stakeholders—including Stations, Learning & Development and Operational Compliance—to enhance operational safety and customer satisfaction.

What you will bring:

We are looking for someone with the operational expertise, coaching capability and leadership presence to support colleagues and uphold the highest safety and performance standards. You will bring:

Education & Training.

• CAVA or A1 Assessor Award (desirable)
• IOSH or similar safety-related qualification
• Incident investigation or root cause analysis training (desirable)
• Non-Technical Skills/Human Factors training (desirable)

Experience & Competencies

• Dispatch Safety critical license is required for this role that has been in place for over 12 months
• Recent experience of station or platform management (including train dispatch) or the ability to attain this.
• Up-to-date certification in rules and regulations relevant to station operations (or ability to attain).
• Strong understanding of station operations, conditions of service, rostering practices and competency development.
• Experience coaching and improving individual performance in a supportive and constructive manner.
• Strong analytical skills with the ability to interpret numerical and operational data.
• Excellent communication skills, with the confidence to influence decisions and behaviours at all levels.
• Ability to work independently, prioritise effectively and deliver against challenging targets.
• A broad technical knowledge of rail operations, station procedures, systems and regulations.

Personal Qualities

• Ability to build strong working relationships across diverse teams.
• Customer-focused approach, actively listening to and understanding operational needs.
• Clear and persuasive communicator with strong judgement and professionalism.
• Highly organised, able to plan ahead and manage competing priorities.
• Effective problem-solver with the ability to analyse issues and develop practical solutions.
• Flexible and resilient when responding to pressure, operational challenges or change.