Train Service Manager - Talent Pool

FirstGroup plc; Swindon; Hybrid; GBP 39,000 - 47,000; Full time

Benefits offered by this job

Free rail travel

Discounted travel with other TOCs

Rail pension scheme

Health care plan

Flexible benefits

Job summary

Great Western Railway is seeking a Train Service Delivery Controller based in Swindon to manage the live train service in real time, ensuring safety, reliability and efficiency. You will coordinate the train plan, respond to operational challenges and support service recovery during disruptions, directly influencing customer journeys.

Working in a fast-paced, 24/7 environment, you’ll collaborate with Control, Network Rail and station teams, make timely decisions, and maintain accurate records

Responsibilities

• Manage the live train service in real time to align with the published timetable where possible.
• Coordinate the train plan and respond to disruptions to support service recovery.
• Act as a key link between Control, onboard colleagues, station teams and customer information teams.

Job description

Salary - £43,068

Be Part of a Journey Like No Other – Join GWR

At Great Western Railway,we'remorethan a train company -we'rethe proud custodians of Brunel's iconic railway, one of the most prestigious networks in the world. With over 100 million passenger journeys each year and more than 275 destinations across theSouth West, South Wales and London, we deliver travel experiences through some of the UK's most beautiful landscapes and top tourist spots.

We'renot standing still. With a modern fleet and ambitious plans for growth,we'retransforming the way people think about rail travel: relaxing, fast, efficient,friendlyand fun.

Our team of 6,000+ passionate colleagues-from engineers to on-board hosts-play a vital role in this transformation. And their efforts are paying offwithGWR's Customer satisfactionscoreof92%-our highest in 20 years!

These results show what's possible when teamwork,prideand passion drive everything we do.We'veset a new standard. Nowwe'relooking for more great people to help us keep raising it.

Ready to join something exceptional?Discover opportunities at GWR and be part of our journey.

About the Team

Based in our Integrated Control Centre in Swindon, the Train Service Delivery team is at the heart of Great Western Railway's operation, helping thousands of customers reach their destinations safely and reliably every day.

Working in a fast-paced, 24/7 environment, you'll play a vital role in keeping our railway moving. From managing the live train service and coordinating operational responses to providing accurate customer information and restoring services during disruption, you'll help ensure the best possible experience for our customers.

You'll work closely with colleagues across GWR, including Control Room leaders, Area Operations Managers and Engineering teams, as well as industry partners such as Network Rail and other Train Operating Companies. It's a collaborative role where every day brings new challenges, and no two shifts are ever the same.

About the Role

As a Train Service Delivery Controller, you'll manage the live train service in real time, making decisions that help keep our network running safely, reliably and efficiently.

Working with colleagues across GWR and industry partners, you'll coordinate the train plan, respond to operational challenges and support service recovery during disruption. Your decisions will directly influence customer journeys, making this a rewarding role for someone who enjoys problem-solving, working under pressure and making a real difference.

What You'll Be Doing

• Managing the live train service to deliver the published timetable wherever possible.
• Implementing contingency and service recovery plans during disruption.
• Acting as a key link between Control, onboard colleagues, station teams and customer information teams to ensure customers receive accurate and timely updates.
• Monitoring train performance using operational systems and taking proactive action to minimise delays.
• Making the best use of available trains and traincrew to maintain service delivery.
• Working collaboratively with Network Rail and station teams to restore services quickly and reduce disruption.
• Keeping operational systems and records accurate and up to date.

What We're Looking For

We're looking for someone who enjoys working in a dynamic environment and can remain calm when priorities change. You'll be a confident communicator who enjoys collaborating with others and making informed decisions that have a real impact.

You'll be able to:

• Take a positive, proactive and professional approach to your work.
• Solve problems and make sound decisions, even in challenging situations.
• Stay calm and focused in a fast-paced, high-pressure environment while prioritising tasks effectively.
• Adapt quickly to changing circumstances and respond confidently to operational challenges.
• Communicate clearly with a wide range of colleagues and stakeholders.
• Maintain a high level of accuracy and attention to detail while balancing competing priorities.

What You'll Bring

Ideally, you'd have:

• A good understanding of railway operations.
• An understanding of GWR services, customer needs and route geography.
• Experience of working in an operational or time-critical environment where safety, communication and decision-making are key.

About the location:

• The team is based in Swindon in the Network Rail Integrated Control Centre.This is an office-based job.There are excellent public transport links.

Working Pattern:

• The role will entail24/7, 365-day coverageon a 10-week rotating roster, includingweekends and bank holidays.Be flexible to work a variety of shifts, including weekends and bank holidays.
• The successful candidate will undertakeapproximately10 weeksof training,including on-the-job and classroom training, and will developanunderstandingof thedifferent roleswithin Control.Training can be provided for applicants with limited Railway experience.

The Reward:

As well asa great teamenvironment and comprehensive training, all GWR colleagues enjoy a range of benefits including:

• on-going development,

• defined benefit pension scheme with the Railways Pension Scheme,

• free rail travel across the GWR network for you and your family,

• discounted travel with other Train Operating Companies,

• company-sponsored health care plan,

• discounted shopping and gym membership,

• employeeassistanceprogramme and much more.

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,religionand disability. Wemaintainzero 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 andprovideflexible working options; we recommend that you refer to each vacancy description for further details.

If you requireadditionalsupport to complete your application due to a disability or neurodivergent condition such as dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share anyadditionalneeds you mayrequireso we can provide a fair and equal process for all who apply.

https://exceptionalindividuals.com/neurodiversity/

https://www.healthassured.org/blog/neurodiversity/