Incident Support Controller

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Key Information

Job title: Incident Support Controller

Salary: £40,500.00 (+30% Unsocial hours allowance)                                          

Grade: ISC

Contract type: Perm

Location: Romford RCC

Application closing date: Thursday 5th June 2025  @ 23:59hrs. 

This is a Safety Critical Role working across 24/7/365 shifts.  

Overview of role 

The Elizabeth line is the new and much-anticipated high-frequency, high-capacity railway for London and the South East. Typically carrying up to 72,000 passengers each hour demands a highly trained, skilled and cohesive team.  

In this role, the Incident Support Controller will support the Service & Infrastructure Manager (SIM) with incidents that occur on the Elizabeth line ranging from infrastructure failure, operational and weather related incidents as well as critical and major incidents that may occur on the network.  

You will play a key role in keeping both our internal and external stakeholders informed on how the network is operating and updating them on incidents that occur on the network through timely and accurate messaging. 

This is a Safety Critical Role working across 24/7/365 shifts.  

Key Accountabilities  

You work will include, but not be limited to: 

1) Supporting the SIM as required with rail operations, incident management and other tasks as directed. Play a leading role in ensuring all incident management requirements are met in a prompt and timely fashion.  

2) During periods of disruption, issue messaging that ensures relevant internal and external stakeholders are kept informed. In addition, provide regular updates to stakeholders on how the network is running including relevant performance updates.  

3) Maintain a daily log of all relevant train running information and events, using the available systems in accordance with the relevant company standards and instructions. 

4) If so required, operate the performance monitoring and delay attribution system where competent, to ensure delays are accurately recorded and attributed to responsible managers. 

5) Act as a single point of contact within RfLI for Network Rail Anglia and Western routes with respect to route controls and applicable signalling centres within Network Rail interface routes.  

6) Working with the Operations Improvement Manager to ensure the relevant actions and learnings from the daily performance call are captured and followed up with the relevant teams.  

7) Carry out other duties as directed by the TfL Service & Infrastructure Manager and/or Operations Improvement Manager. 

Skills, Knowledge & Experience  

Skills 

• Ability to communicate and influence effectively with rail industry stakeholders. 
• Ability to plan course of action for self and others, running time, resources, and surrounding circumstances to deliver objectives. 
• Ability to work to clear and concise operating instructions and procedures. 
• Ability to work within a multi-disciplined team. 
• Ability to work within a busy control room environment. 
• Ability to multi-task. 

Knowledge 

• Good geographical knowledge of the Elizabeth line (essential) 
• Good computer skills and proficient in Microsoft Excel and Word (essential) 
• Knowledge of industry and police incident management protocols such as JESIP (desirable) 

Experience 

• Leading and communicating critical action in real time (essential). 
• Managing, responding, and recording information in real time (essential). 
• Previous experience working within control, logistics or operational environments (desirable). 
• Previous experience in working with incident management procedures and protocols (desirable). 

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. 

Application Process 

Please apply using your CV and a one page (maximum) covering letter. PDF format preferred and do not include any photographs or images. 

Please think carefully about the skills, knowledge and experience outlined in the job description and ensure your CV and cover letter reflects the requirements of the role you are applying for. Short listing will be carried out on the basis of answers to any pre-screening questions and the information on your CV and covering letter. 

The closing date for applications is Thursday 5th June 2025  @ 23:59hrs. 

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. 
 
Benefits  
In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow.  Rewards vary according to the level of role but mostly include the below:
 
Final salary pension scheme 
Free travel for you 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 
TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow 
Tax-efficient cycle-to-work programme
Retail, health, leisure and travel offers 
Discounted Eurostar travel
 

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