Incident Manager

FirstGroup Internal; Swindon; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading transport company is seeking an Incident Manager in Swindon to lead and coordinate responses to incidents across the network. This role requires strong leadership, excellent communication skills, and the ability to make informed decisions under pressure. The manager will work to ensure a safe and high-performing railway, while also maintaining positive relationships with stakeholders. Candidates should be confident leaders, capable of influencing and engaging effectively within a dynamic team environment.

Qualifications

• Confidence in leading teams within a fast-paced environment.
• Excellent verbal and written communication skills.
• Ability to influence and engage stakeholders at all levels.
• Sound judgement to make timely, informed decisions.
• Strong leadership and stakeholder management capability.

Responsibilities

• Lead and coordinate tactical response to incidents.
• Manage train & infrastructure related incidents.
• Initiate interventions to facilitate recovery to timetable.
• Proactive communication to customers and GWR colleagues.

Skills

Leadership

Communication skills

Stakeholder management

Decision-making

Collaboration

Education

Recognised assessor qualification

Job description

About the team?

The Train Service Delivery team is responsible for the day-to-day management and delivery of the GWR service to its customers. We deliver all components that make up the service that includes, managing the train plan, Customer Information, Area Operations, and when required, train service recovery. We deliver service management, incident recovery, and support tactical performance improvement.

About the job:

The Incident Manager leads and coordinates the tactical response to incidents across the GWR network to deliver the best service for our customers, colleagues & stakeholders ensuring a safe, timely and high performing railway.

Your main responsibilities will be:

The Incident Manager takes charge of leadership from a GWR perspective for:

• Management of train & infrastructure related incidents
• Management of on the day performance within established parameters
• Initiate interventions to train running delays to facilitate recovery to timetable
• Effective decision making which puts the customer at the heart of our focus.
• Work with Infrastructure Managers to ensure maximum route availability within a degraded state.
• Proactive communication to customers and GWR colleagues

You’ll need to be:

A strong and effective leader with the ability to:

• Build positive, trusted relationships with your team and key stakeholders across the business, including Network Rail and other Train Operating Companies
• Bring people together in high-pressure situations to coordinate service alterations and contingency plans
• Place customer experience at the heart of decision‑making
• Consider the impact of decisions and actions on colleague wellbeing
• Drive, inspire, and role‑model excellence
• Improve collaboration and ways of working across the business

As a minimum, you’ll need to demonstrate:

• Confidence in leading teams within a fast‑paced environment
• Excellent verbal and written communication skills
• The ability to influence and engage stakeholders at all levels
• Sound judgement, with the ability to make timely, informed decisions in a rules‑based environment
• Strong leadership and stakeholder management capability
• A recognised assessor qualification, or the willingness to train towards attaining one

Working Pattern:

Shift Pattern - Yes
Travelling Required - Yes

For further information, please contact Tom Smith on 07889 651463 or [e-mail]

For more information regarding the application process, please contact the Recruitment Team [e-mail]

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 zero tolerance towards any form of prejudice towards 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.

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https://exceptionalindividuals.com/neurodiversity/

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