Responsive Maintenance Coordinator
Govia Thameslink Railway
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Benefits offered by this job
Job summary
Greater Thameslink Railway is seeking a Responsive Maintenance Coordinator to triage faults, assign tasks to contractors and monitor progress to resolution. You will work with Facilities Managers to resolve complex issues and maintain accurate records of assets and service levels.
The role requires a Level 3 qualification, strong communication, and good IT skills. It is a hybrid position based in East Croydon with opportunities for career development and a supportive team.
Qualifications
- Experience in customer service in property, maintenance or facilities management.
- Ability to prioritise workloads and manage multiple tasks.
Responsibilities
- Triage incoming responsive faults and monitor progress.
- Assign work to contractors and track resolution within SLAs.
- Log changes to asset register with accuracy.
- Collaborate with Facilities Managers and Service Delivery Managers on complex issues.
- Share insights to drive continuous improvement.
Skills
Education
Tools
Job description
Job Title: Responsive Maintenance Coordinator
Salary: Competitive (DEO)
Location: Hybrid, East Croydon
Contract Type: Permanent
Closing date: 24th of September
Greater Thameslink Railway (GTR) is the UK's largest rail operator, connecting millions of people across the country through Southern, Thameslink, Great Northern and Gatwick Express services.
With 239 managed stations and a network that supports commuters, businesses and communities every day. We are driven by our purpose to deliver safe, reliable and customer focused journeys while making a positive impact on the communities we serve.
At the heart of our work is Creating Great Journeys, a vision that reflects our commitment to improving experiences for passengers, supporting local communities and investing in the future of rail. We actively engage with and support the diverse communities across our network, while also developing future talent to ensure a sustainable and thriving railway for years to come.
Our people are central to everything we do, and we are committed to creating an environment where colleagues can grow, contribute and feel proud of the work they do.
At GTR, you career isn't just another job; it is a journey where the destinations are endless. We are committed to career development and progression, offering clear pathways to help you steer your future.
Because the railway connects vibrant and diverse towns and cities, we believe our workforce should reflect the communities we serve. We actively invest in future talent from all backgrounds to bring fresh perspective to our industry.
Whether you are taking the next step in the industry or just starting out; we'll welcome you on board with us when you are ready to grow and build you career right here.
At GTR, we are dedicated to fostering a diverse and inclusive workplace. We recognise that is best achieved through a workforce that reflects the diversity of the communities we serve.
Our goal is to build a culture where we attract, develop and retain talent that is truly representative, where all colleagues can thrive and be themselves at work, where everyone feels welcome, valued and safe.
We're looking for a Responsive Maintenance Coordinator to join our dynamic and experienced Facilities Helpdesk team, helping to deliver a high-quality facilities management service across GTR. You'll play a vital role in ensuring maintenance issues are logged, tracked and resolved efficiently, providing excellent support to colleagues and stakeholders while helping us maintain safe, operational and welcoming environments.
As a Responsive Maintenance Coordinator, you will triage incoming responsive faults and monitor their progress, ensuring that they are assigned to contractors and ultimately resolved within agreed service level criteria.
- Receive, log and prioritise maintenance faults through our CAFM system and other reporting channels, assigning work to appropriate contractors.
- Monitor the progress of reported issues and provide regular updates to customers and stakeholders.
- Ensure maintenance issues are resolved effectively and that any changes to the asset register are accurately recorded.
- Work closely with Facilities Managers and Service Delivery Managers to resolve complex issues and elevate risks where required.
- Identify recurring maintenance issues and support continuous improvement by sharing insights and best practice across the team.
- Level 3 qualification (or equivalent), including English and Maths.
- Experience working in a customer service environment, ideally within property, maintenance or facilities management.
- Strong communication and stakeholder management skills, with the ability to build positive working relationships.
- Excellent organisational skills, with the ability to prioritise workloads and manage multiple tasks simultaneously.
- Good IT skills and the ability to quickly learn and use new systems and software packages.
- Experience using a Computer Aided Facilities Management (CAFM) system.
- Previous experience coordinating contractors or service providers.
- Knowledge of facilities management or property maintenance processes.
- Experience monitoring service levels and driving performance improvements.
- Experience working in a regulated or operationally focused environment.
At GTR, we are committed to supporting our colleagues both professionally and personally. In return for your skills and dedication, we offer a competitive benefits package including:
- Final salary pension
- Free travel on GTR and sister groups for you and your family
- 75% off travel on other train operating companies for you, and leisure for your family
- Discounted Oyster Card
- Family-friendly policies, including maternity, paternity, adoption, and shared parental leave
- Access to StarHub – our employee benefits platform offering discounts with a wide range of retailers and services
- Career development and progression opportunities across the UK's largest rail networks
- The opportunity to make a real difference to millions of customer journeys every year.
We will keep candidates informed throughout the process and aim to complete hiring decisions in a timely manner. Due to the high volume of applications we receive, we are unfortunately unable to provide individual feedback at the application stage.
“It was my brother’s suggestion to join the railway. He was already working in the industry and knew I had some university bills to pay off so told me to give it a go, get out of debt and see what I wanted to do next. After a while, it just felt like actually – this is exactly where I’m meant to be. I’m part of a great team and the on-board department as a whole are brilliant to work with. I feel at home here.”
Tonderai Matizha-Johnson
Area Operations Manager
“When I saw that GTR was advertising places for its apprenticeship scheme I looked into it straight away because I thought it was a great opportunity to learn whilst getting real life experience in a 9-5 job. I applied for a level three business administration apprenticeship and was thrilled to find out I had a place on the course! I was so excited that I didn’t even mind it was based 250 miles away from where I lived.”
“Working for GTR is very rewarding and fulfilling. You really feel like you’re making a difference to customers, no matter what role you’re in as at the end of the day they’re the heart of our business. I’ve had lots of opportunities to explore other aspects of the business including supporting our station staff and gaining my Train Dispatch Licence which has been enriching for my experience here.”
“If you’ve always had an interest in rail, or maybe you’re just curious to find out what working in the railway might look like, GTR is the operator to go for. Not many companies do an official work experience program and this unique opportunity will give you a good grounding with varied activities to help you find the best place in the railway for you. It certainly did it for me.”
Nathaniel Owen
Station Manager
“I work as part of the Fleet Infrastructure team, which means ensuring our 18 Engineering locations operate safely and efficiently. We oversee all building and track maintenance works as well as various minor and major projects across the network.”
“I started in a small ticket office back in 1996 and have continued to work my way up ever since. A previous manager told me about a job he’d seen advertised for a trainer. ’d never considered a job in HR or mentoring before then, but he said I’d be perfect for it and I haven’t looked back since!”
Zoey Hudson
Head of Talent, Diversity and Inclusion
“Since April, I’ve helped to support our Kickstart Scheme. It’s been a really rewarding process to be part of because I know first‑hand how tough it can be to find work once you’re out of it.”
“I’m a Thameslink passenger host and team leader based at Luton station and I’m currently doing a Level 3 Supervisor apprenticeship so that I can improve my skills even further. I was hesitant to do the apprenticeship at first because of my age – I left school over 60 years ago without any qualifications! It’s been hard to get back into the routine of learning again.”
“It was my brother’s suggestion to join the railway. He was already working in the industry and knew I had some university bills to pay off so told me to give it a go, get out of debt and see what I wanted to do next. After a while, it just felt like actually – this is exactly where I’m meant to be. I’m part of a great team and the on-board department as a whole are brilliant to work with. I feel at home here.”
Tonderai Matizha-Johnson
Area Operations Manager
“When I saw that GTR was advertising places for its apprenticeship scheme I looked into it straight away because I thought it was a great opportunity to learn whilst getting real life experience in a 9-5 job. I applied for a level three business administration apprenticeship and was thrilled to find out I had a place on the course! I was so excited that I didn’t even mind it was based 250 miles away from where I lived.”
“Working for GTR is very rewarding and fulfilling. You really feel like you’re making a difference to customers, no matter what role you’re in as at the end of the day they’re the heart of our business. I’ve had lots of opportunities to explore other aspects of the business including supporting our station staff and gaining my Train Dispatch Licence which has been enriching for my experience here.”
“If you’ve always had an interest in rail, or maybe you’re just curious to find out what working in the railway might look like, GTR is the operator to go for. Not many companies do an official work experience program and this unique opportunity will give you a good grounding with varied activities to help you find the best place in the railway for you. It certainly did it for me.”
Nathaniel Owen
Station Manager
“I work as part of the Fleet Infrastructure team, which means ensuring our 18 Engineering locations operate safely and efficiently. We oversee all building and track maintenance works as well as various minor and major projects across the network.”
“I started in a small ticket office back in 1996 and have continued to work my way up ever since. A previous manager told me about a job he’d seen advertised for a trainer. ’d never considered a job in HR or mentoring before then, but he said I’d be perfect for it and I haven’t looked back since!”
Zoey Hudson
Head of Talent, Diversity and Inclusion
“Since April, I’ve helped to support our Kickstart Scheme. It’s been a really rewarding process to be part of because I know first‑hand how tough it can be to find work once you’re out of it.”
“I’m a Thameslink passenger host and team leader based at Luton station and I’m currently doing a Level 3 Supervisor apprenticeship so that I can improve my skills even further. I was hesitant to do the apprenticeship at first because of my age – I left school over 60 years ago without any qualifications! It’s been hard to get back into the routine of learning again.”
“It was my brother’s suggestion to join the railway. He was already working in the industry and knew I had some university bills to pay off so told me to give it a go, get out of debt and see what I wanted to do next. After a while, it just felt like actually – this is exactly where I’m meant to be. I’m part of a great team and the on-board department as a whole are brilliant to work with. I feel at home here.”
Tonderai Matizha-Johnson
Area Operations Manager
“When I saw that GTR was advertising places for its apprenticeship scheme I looked into it straight away because I thought it was a great opportunity to learn whilst getting real life experience in a 9-5 job. I applied for a level three business administration apprenticeship and was thrilled to find out I had a place on the course! I was so excited that I didn’t even mind it was based 250 miles away from where I lived.”
“Working for GTR is very rewarding and fulfilling. You really feel like you’re making a difference to customers, no matter what role you’re in as at the end of the day they’re the heart of our business. I’ve had lots of opportunities to explore other aspects of the business including supporting our station staff and gaining my Train Dispatch Licence which has been enriching for my experience here.”
“If you’ve always had an interest in rail, or maybe you’re just curious to find out what working in the railway might look like, GTR is the operator to go for. Not many companies do an official work experience program and this unique opportunity will give you a good grounding with varied activities to help you find the best place in the railway for you. It certainly did it for me.”
Nathaniel Owen
Station Manager
“I work as part of the Fleet Infrastructure team, which means ensuring our 18 Engineering locations operate safely and efficiently. We oversee all building and track maintenance works as well as various minor and major projects across the network.”
“I started in a small ticket office back in 1996 and have continued to work my way up ever since. A previous manager told me about a job he’d seen advertised for a trainer. ’d never considered a job in HR or mentoring before then, but he said I’d be perfect for it and I haven’t looked back since!”
Zoey Hudson
Head of Talent, Diversity and Inclusion
“Since April, I’ve helped to support our Kickstart Scheme. It’s been a really rewarding process to be part of because I know first‑hand how tough it can be to find work once you’re out of it.”
“I’m a Thameslink passenger host and team leader based at Luton station and I’m currently doing a Level 3 Supervisor apprenticeship so that I can improve my skills even further. I was hesitant to do the apprenticeship at first because of my age – I left school over 60 years ago without any qualifications! It’s been hard to get back into the routine of learning again.”
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