Operations Control Operator

Job Description - Operations Control Operator (047723)

Operations Control Operator 047723

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:£59,000 per annum

Contract Type – London Underground

The closing date for applications is Sunday 9th March 2025 @ 23:59hrs.

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

1. Undertake proactive monitoring of the network through a range of tools not limited to CCTV, radios and Tracker net in order to remain aware and enhance the situational awareness of the control centre.
2. 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.
3. 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.
4. 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.
5. Oversee delivery of the staff taxi network; processing bookings and liaising with the taxi service provider to ensure staff travel needs are fulfilled.
6. Undertake readiness and resilience activities including but not limited to the testing of Public Help Points and Personal Incident Alarms.
7. Accurately maintain a real-time log of all incidents to enable reporting to senior management, regulators and other stakeholders.
8. 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

1. Knowledge of the London rail network and how this interfaces with other transport providers. (essential)
2. 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)
3. Ability to gain knowledge of the Rule Book and their supplements and engineering standards. (essential)
4. Ability to gain knowledge of different rolling stocks and signalling systems (traditional and new) in operation and development across the railway. (essential)
5. Understanding of how assets and operational teams work together to keep the network running. (desirable)
6. Knowledge of rail regulations & what information TfL must provide to the Rail Regulators. (desirable)

Skills

1. Ability to interpret information from a range of sources, prioritise messages and deliver information quickly to a wide audience. (essential)
2. Strong communication skills, able to tailor communications to meet the needs of different internal and external customers both formally and informally. (essential)
3. Ability to work under pressure and to cope with the extremes of activity within a Control Centre as the operational railway dictates. (essential)
4. Ability to use various software packages. (essential)
5. Ability to maintain accurate written records and work with a high level of accuracy. (essential)

Experience

1. Experience of managing and prioritising communications. (essential)

In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the business area but mostly include:

1. Final salary pension scheme
2. Free travel for you on the TfL network
3. A 75% discount on National Rail Season Ticket and interest free loan
4. You are entitled to 7.4 weeks’ annual leave per annum, or pro rata to the period worked, inclusive of statutory holidays.
5. TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow.
6. Private healthcare discounted scheme (optional)
7. Tax-efficient cycle-to-work programme
8. Retail, health, leisure and travel offers
9. Discounted Eurostar travel

Application Process

Please apply using your CV and a two page (maximum) covering letter.

As part of the application process for this position, you are required to upload both a CV and a Covering Letter to your application before submitting. To be compatible with our anonymisation software, these must be in Microsoft Word docx format. Failure to upload documents in this format means that they may not be processed. Applications with either CV or Covering Letter missing will be classed as incomplete and will not be progressed.

Assessment Process

The recruitment process consists of the following stages. You will need to pass each stage to progress onto the next:

1. Stage 1: Online Application Form
   As part of the application process, you will be asked a number of screenings questions.
2. Stage 2: Recorded Voice Communications Test
3. Stage 3: CV and cover letter screening
   For this recruitment campaign, as part of TfL’s continuing commitment to be an inclusive and equal opportunity employer we will be removing personal identifiable information from your application that could cause discrimination.

*Please note – we reserve the right to add an additional assessment should we receive a high number of applicants.

Campaign Timetable

The campaign is running to a very specific delivery timescale as determined by the business and there will only be enough slots for the number of candidates invited. Dates for the Assessment Centre will be opened on an ongoing basis, therefore if there are no slots available please check again the following day. You are encouraged to schedule into an assessment event as early as possible. If you do not book an assessment, you will be withdrawn from the campaign.

You can download a copy of the Candidate Charter here.

This outlines our commitment to you as a candidate by providing insight into our recruitment process. It also outlines our expectations with regards to your engagement with us, to ensure that you receive the best recruitment experience possible, as we believe you should know the standards of service you can expect from us. You must read this document prior to submitting your application in order to understand every aspect of the process.

Reasonable Adjustment Process

If you require reasonable adjustments, you must notify the recruitment at least 48 hours (excluding weekends) prior to your scheduled assessment event to allow us to accommodate your requirements. You will then be sent a confirmation email which you will need to bring to your assessment. If you fail to bring this on the day your adjustments will not be granted, and you will be unable to re-book. We will consider that you are the expert regarding your own requirements, and we will consider all requests fairly within the context of the role.

Please note: The online test is a timed test, therefore if you require any reasonable adjustments to be made in order to assist you, then you will need to advise us before you begin the test. Requests for reasonable adjustments cannot be made after the test has been started.

Please take the time to read the Disability Charter here.

Notice of Cancellation

We require you to give a minimum of 48 hours’ notice of cancellation or re-schedule. Non-attendance at your Assessment Event may lead to your application being withdrawn.

Please note: Your assessment may be rescheduled once only and reschedules will only be granted if there are assessment slots available, so please make sure you check you can make an appointment before booking. Subsequent cancellation may lead to your application being withdrawn. If you do not follow the process outlined in the Candidate Charter you risk being withdrawn from the campaign.

Outcomes

Outcomes for the assessment is likely to be provided 10-14 days after the last assessment event.

Appointment to post

Although you may be successful and offered the role – you may not commence employment in the role or start training immediately.

Training

Appointment to the post is subject to successful completion of 8 weeks of training. If at this stage you fail to meet the required standard, we would meet with you to discuss next steps.

Location

Your normal working location will be Palestra Office, Southwark, SE1 8NJ.

Contacting Us

If at any time you need to speak to anyone within the Recruitment Team, then please contact us on 0203 005 1680 (local rate charges from all phones including mobiles) or email HighVolumeCampaigns@tfl.gov.uk.

Equality, diversity and inclusion

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 guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.