Incident Support Controller Instructor (Romford EL RCC, RfL (Infrastructure) Ltd)

Transport for London; City Of London; On-site; GBP 41,000 - 50,000; Full time

Benefits offered by this job

Final salary pension scheme

Free travel on TfL network

30 days annual leave

Job summary

Transport for London is seeking an Incident Support Controller Instructor to back the Service & Infrastructure Manager for incident handling on the Elizabeth line, including infrastructure, weather, and operational incidents, with timely stakeholder updates.

You will coach and mentor new and existing Incident Support Controllers to meet Rail for London safety, quality and customer service standards, and contribute to learning plans and performance progress.

Qualifications

• Strong ability to communicate with rail stakeholders and influence outcomes.
• Proven capacity to plan actions, manage time and resources to deliver objectives.
• Ability to follow clear operating instructions and procedures.
• Experience working in a multi-disciplined, busy control room.
• Demonstrated ability to multi-task in high-pressure environments.

Responsibilities

• Support the Service & Infrastructure Manager with incident management tasks.
• Provide timely network incident messaging to stakeholders during disruptions.
• Maintain daily train running information and event logs per standards.
• Operate delay attribution systems if competent.
• Act as liaison within Rail for London Infrastructure across routes.

Skills

Stakeholder comms

Action planning

Follow operating instructions

Teamwork

Control room work

Multi-tasking

Feedback delivery

NTS development

Education

QCF Level 3

Tools

MS Excel

MS Word

Job description

Key Information

Welcome to Transport for London Careers

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Job title: Incident Support Controller Instructor

Salary: £45,250

Grade: ISC Instructor

Contract type: Permanent

Reference: 5595

Location: Romford EL RCC

Application closing date: 01/11/2026 at 23:59pm

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

1. 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.
2. 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.
3. 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.
4. If so required, operate the performance monitoring and delay attribution system where competent, to ensure delays are accurately recorded and attributed to responsible managers.
5. 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.
6. 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.
7. Carry out other duties as directed by the TfL Service & Infrastructure Manager and/or Operations Improvement Manager.
8. Instruct and guide trainee ISCs and other staff that require training/familiarisation on the practical aspects of the role.
9. Review trainee progress, continually monitor performance, providing feedback and reporting on progress, devise Individual Learning & Development Plans and associated Action Plans as necessary.
10. Assess new and existing ISC staff to ensure that they develop and maintain RFLI competence standards.

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.
• 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

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
• 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.