Incident Support Controller Instructor

Transport for London; Romford; Hybrid; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Final salary pension scheme

Free travel on the TfL network

Hybrid working

Job summary

Transport for London is seeking an Incident Support Controller to support the Service & Infrastructure Manager with incident management for the Elizabeth line. You will monitor events, coordinate communications with internal and external stakeholders, and maintain logs across systems.

The role also involves coaching ISC staff to ensure competence with TfL safety, quality, efficiency and customer service standards, and collaborating with the management team to implement actions from daily

Qualifications

• Proven ability to communicate and influence effectively with rail industry stakeholders.
• Ability to plan course of action for self and others, managing running time and resources.
• Capable of following clear operating instructions and procedures.

Responsibilities

• Support the Service & Infrastructure Manager with rail operations, incident management and related tasks.
• Issue timely updates to internal and external stakeholders during disruptions.
• Maintain a daily log of train running information and events using applicable systems.
• Operate performance monitoring and delay attribution systems when required.
• Act as a single point of contact within Rail for London Infrastructure for Network Rail interfaces.
• Collaborate with the Management team to capture learnings from daily performance calls.
• Instruct and guide trainee ISCs and other staff, ensuring training and familiarisation.
• Review trainee progress and develop Individual Learning & Development Plans.
• Assess ISC staff to ensure competence against RfLI standards.

Skills

Communication

Planning

Procedures

Multitasking

Feedback skills

NTS skills

Education

Level 3 Qualification in Assessment, Training Delivery and Coaching

Tools

Microsoft Excel

Microsoft Word

Job description

Select how often (in days) to receive an alert:

Location: Romford EL RCC, RfL (Infrastructure) Ltd

Company: TfL, GLA or OPDC

Welcome to Transport for London Careers

Take a look at job opportunities with us and you may be surprised at what you discover: a rich heritage, a commercial outlook, an iconic brand, a unique public service. It all adds up to make Transport for London a great place to develop your career. Here you can start your journey!

Key Information

All offers of employment are subject to satisfactory right‑to‑work checks. Candidates must be able to demonstrate their right to work in the UK. At the present time TfL is unable to offer visa sponsorship for this role.

Overview of project/role

In this role you play a key incident management role, supporting the Service & Infrastructure Manager with incidents that occur on the Elizabeth line ranging from infrastructure failure, operational and weather related incidents as well as critical/major incidents that may occur on the network. You will also 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.

On top of the above, you will also be responsible for coaching and mentoring new/existing Incident Support Controllers (ISCs), ensuring staff achieve and maintain competence to carry out their role to Rail for London's standards of safety, quality, efficiency and customer service.

Key Accountabilities

• Supporting the Service & Infrastructure Manager 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 Rail for London Infrastructure (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 Management team 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.
• Instruct and guide trainee ISCs and other staff that require training/familiarisation on the practical aspects of the role.
• Review trainee progress, continually monitor performance, providing feedback and reporting on progress, devise IndividualLearning & Development Plans and associated Action Plans as necessary.
• Assess new and existing ISC staff to ensure that they develop and maintain RFLI competence standards.

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.
• Ability to deliver feedback in an objective/constructive manner, assess candidate’s competence through a range of approved methods and follow processes through consistently from end to end.
• Play part in improving safety by helping staff anticipate, identify and mitigate errors through the development and application of positive Non-Technical Skills (RSSB-NTS)

Knowledge

• Good computer skills and proficiency in Microsoft Excel and Word (essential).
• Knowledge of industry and police incident management protocols such as JESIP (desirable).
• Excellent knowledge of RfLI Rules & Regulations, geographical knowledge and incident management of the Elizabeth line COS (essential).
• Hold (or be willing to obtain) a QCF approved Level 3 Qualification in Assessment, Training Delivery and Coaching, or equivalent. (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).
• Significant experience in the role of RfLI ISC (essential)
• Experience of training/coaching others in the control room, simulator and classroom environments (desirable)

We may close this advert early if we receive a high volume of suitable applications.

Equality, diversity and inclusion

We are committed to equality, diversity and inclusion and aim to reflect the diverse communities we serve. We believe that a diverse workforce enables us to deliver better services and outcomes. Our goal is to make our recruitment as inclusive as possible. As a Disability Confident Leader, we actively encourage applications from disabled people. As part of the Disability Confident scheme, we aim to offer an assessment or interview to candidates who apply via the scheme where the minimum essential criteria for skills, knowledge and experience has been met. In some circumstances, it may not be practical to offer an interview or assessment to every candidate who applies through the scheme and meet the minimum essential criteria; in these situations, we select candidates who best meet the minimum criteria for the job rather than interviewing all who meet them.

Across all recruitment activity, we recognise that selection methods may vary depending on the nature and scale of the campaign and will be applied fairly, consistently and proportionately in line with our Disability Confident commitments.

We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.

In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the level of role but mostly include the below:

• 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
• 30 days annual leave plus public and bank holidays
• TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
• Private healthcare discounted scheme (optional)
• Tax-efficient cycle-to-work programme
• Retail, health, leisure and travel offers
• Discounted Eurostar travel

We will make every effort to give you as much notice as possible, however some interviews/assessments could be organised at short notice.

Vetting Process

At Transport for London, safety, trust and fairness sit at the heart of how we recruit. Our Vetting Charter ( https://tfl.gov.uk/corporate/careers/our-vetting-process ) explains the checks we carry out before you join us, helping ensure we create a safe, inclusive and reliable network for everyone who depends on our services. We simply ask that the information you provide is honest and accurate so we can progress your application smoothly. If something doesn’t match or can’t be verified, we may not be able to move forward with your application, but we’ll always treat you with transparency, respect, and clear communication throughout.