Incident Response Coordinator

Job Description - Incident Response Coordinator (047746)

Organisation

NETWORK MANAGEMENT CONTROL CENTRE

Job

Administration

Position Type - Full Time

Salary: £34,000 (plus 24% non-pensionable shift allowance)

Location: Southwark, London

Contract: Permanent

The closing date for applications is Tuesday 4th March 2025 @ 23:59

About us

The Surface Control Centre (SCC) is a world-class operation delivering Londoner’s journeys safely across Transport for London’s Surface network including London’s iconic Buses, Roads and Tunnels.

We deliver highly effective and efficient command and leadership of the Surface (non-rail) network by safely supporting, co-ordinating, and enabling operational delivery at a network level to ensure TfL provides a world-class integrated service to its customers and to London more widely. SCC monitors and operates London’s Road network including 6,000 traffic signals to support the movement of people and freight, as well as operating 12 tunnels including the Blackwall Tunnels, Rotherhithe Tunnel, and upcoming Silvertown River Crossing. SCC also manages London’s bus network, including 8,000 buses that supported 1.8 billion journeys in 23/24. More widely, SCC provides Command, Control, Coordination & Communication (C4) functions for Trams & Sponsored Services.

Our Control Centre is a dynamic, exciting environment that operates 24/7 and the diverse nature of the city is reflected in our teams and our people. We heavily invest in our staff with bespoke training, career development and support our colleagues with dedicated People Managers and wider Staff Network Groups to ensure that anyone from any background has support and a voice amongst our team.

We are looking for motivated and enthusiastic people who care about making a difference and help us to continue to develop and improve how we get everyone home safely every day in an exciting and fast-paced environment.

The Incident Response Coordinator Role

You will be responsible for:

• Managing real-time incidents on the TfL Bus network; triaging and responding to over 700 Code Blue and Code Red emergency calls from bus drivers each day.
• Managing real-time incidents on the TfL tunnels and high-speed road network, responding to incidents such as over-height vehicles, broken-down vehicles, or collisions in our 12 tunnels.
• Responsible for real-time communication with our partners including Bus drivers, Bus Operating companies, contractors, and emergency services.
• Support TfL colleagues in their delivery of the transport network.
• Using a range of operational tools and systems to handle calls and log response activity on our systems to keep London moving.

Skills, Knowledge, Experience and Ways of Working

• Good geographical understanding, or ability to acquire knowledge of the surface transport network, such as the bus network, Transport for London Road Network, strategic road network, and tunnels.
• A good understanding of control centre procedures and working practices and the rationale that informs them.
• Excellent communication skills, with the ability to remain calm and reassure callers in a sympathetic manner and extract the relevant details from them in order to quickly arrange for assistance to be forthcoming.
• Computer literate with a proven ability to pick up understanding of new information technology systems.
• Proven ability to act clearly and decisively in response to real-time operational issues.
• Demonstrable experience of managing time effectively and of multi-tasking.
• Experience of remaining calm under pressure and prioritisation of tasks in a pressurised environment.

Shifts

Working as part of a 24/7 operation in our advanced control centre in Palestra, Southwark, you will be working a shift roster made up of early shifts (06:30 – 14:30), late shifts (14:00 – 22:00), and night shifts (21:30 – 07:00) on a rotational basis. There are some variations in the shift lengths on the roster particularly on weekends (e.g. 08:00 – 20:00).

You must be able to attend and work all shifts as shown above, which includes nights, weekends, and bank holidays. A sample of the roster can be provided on request.

Benefits

In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow:

• Final salary pension scheme.
• Free travel for you and a nominee on the TfL network.
• Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket.
• 30 days annual leave plus public and bank holidays.
• Tax-efficient cycle-to-work programme.
• Retail, health, leisure, and travel offers.
• A range of discounts from high street and online retailers, including discounted Eurostar travel.

Equality and Diversity

We are committed to equality, diversity, and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantees an interview to any disabled candidate who meets all the essential criteria.

Application Process

Please apply using your CV and a two-page covering letter in font Arial size 11. Think carefully about the skills, knowledge, and experience listed in this advert and ensure you provide evidence and examples of each one within your cover letter. This is the criteria we will shortlist on.

Do not include any photographs or images. Please ensure your CV and cover letter documents are saved as a PDF or .docx format, with the job reference number as part of the naming convention (E.g. “CV – applicant name - 012345) and the file size is a maximum of 1MB.

Cover letters will be reviewed with all personal data being removed.

The closing date for applications is Tuesday 4th March 2025

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

Additional Information

You may be required to undergo a security vetting process.