Operations Control Operator

Organisation - Network Delivery
Job - Customer Care
Position Type - Full Time

Please note:

Applying for this role means you have read and understood this advert and any associated links.

This recruitment campaign is to recruit for a number of permanent opportunities as well as recruiting to a waitlist.

Please note that any candidates who have applied for the Operations Control Operator role in the last 12 months are not eligible to apply for this campaign.


Due to the expected high response to these vacancies we reserve the right to close this campaign once we have a suitable pool of applicants, which could be prior to the published application closing date.


Grade: Q3
Salary: £5+,000 per annum

Contract Type – London Underground

The closing date for applications is Sunday +th March 2025 @ 23:5+hrs.


Location: Palestra Office, Southwark, SE1 8NJ.

Shifts


Working as part of a 24/7 operation in our control centre in Palestra, you will be working a shift roster made up of early shifts, late shifts and night shifts on a rotational basis (including public holidays such as Christmas Day). There may be some variations in the shift lengths on the roster.


Overview of role


The Operations Control Operator (OCO) is an exciting role within TfL’s Rail Control Centre (RCC) where immediate and accurate communication of information is crucial for ensuring operational integrity and the safety of personnel. Loading information onto our system in real time allows all team members to have immediate access to critical updates and maintain situational awareness.

The OCO undertakes the transactional activities within the Rail Control Centre, deploying emergency services and incident responders and proactively managing the rail network supporting Trains, Service Control and Stations colleagues. The OCO is responsible for ensuring the collation and dissemination of accurate, timely and integrated real-time network information to enable our customers to plan their journeys.


Key Accountabilities


Undertake proactive monitoring of the network through a range of tools not limited to CCTV, radios and Trackernet in order to remain aware and enhance the situational awareness of the control centre.
Act as first point of contact for all Rail / Service Control Centres responding to and gathering information relating to incidents and planned events affecting the London rail network ensuring that customer information is up to date, and customers are kept informed.
Process requests for the deployment of emergency services ensuring that accurate and appropriate information is obtained, recorded and passed on so that requests can be appropriately triaged.
Receive updates from Line Information Specialists, TfL Rail modes and Train Operating Companies (TOCs) and update customers and staff with timely and accurate information and arranging ticket acceptance where required.
Oversee delivery of the staff taxi network; processing bookings and liaising with the taxi service provider to ensure staff travel needs are fulfilled.
Undertake readiness and resilience activities including but not limited to the testing of Public Help Points and Personal Incident Alarms.
Accurately maintain a real-time log of all incidents to enable reporting to senior management, regulators and other stakeholders.
Keep up-to-date records on the availability of escalators, lifts and step-free access and ensure real-time customer information is provided.

Skills, Knowledge & Experience


Knowledge


Knowledge of the London rail network and how this interfaces with other transport providers. (essential)
Holistic and geographical understanding of the railway which enables rapid management of the incident and minimises impacts more widely to the London rail network (desirable)
Ability to gain knowledge of the Rule Book and their supplements and engineering standards. (essential)
Ability to gain knowledge of different rolling stocks and signalling systems (traditional and new) in operation and development across the railway. (essential)
Political awareness of the business and key internal and external stakeholders. (desirable)
Understanding of how assets and operational teams work together to keep the network running. (desirable)
Knowledge of rail regulations & what information TfL must provide to the Rail Regulators. (desirable)

Skills


Ability to apply a customer perspective to all aspects of work and activities. (essential)
Ability to interpret information from a range of sources, prioritise messages and deliver information quickly to a wide audience. (essential)
Strong communication skills, able to tailor communications to meet the needs of different internal and external customers both formally and informally. (essential)
Ability to work under pressure and to cope with the extremes of activity within a Control Centre as the operational railway dictates. (essential)
Ability to monitor, report and act on issues impacting asset reliability (e.g. lifts & escalators)
Ability to use various software packages. (essential)