Rail Replacement Controller

Job Description:

  • Monitor and regulate rail replacement bus services to maintain timetables, even headways and reliable service delivery
  • Coordinate drivers and vehicles to ensure correct positioning, readiness and compliance with schedules, routes and instructions
  • Assist passengers with replacement service information, boarding arrangements and onward connections
  • Respond to delays, congestion, breakdowns, missing vehicles, road closures and other operational problems
  • Coordinate standby resources where appropriate
  • Communicate with Controllers, drivers, Control, station staff and stakeholders, escalating service-delivery issues
  • Maintain safe passenger boarding, alighting and interchange arrangements
  • Monitor departures, passenger demand, service gaps and vehicle utilisation, taking corrective action
  • Provide clear passenger information and support accessibility requirements
  • Respond to accidents, incidents, emergencies and significant service failures, escalating serious issues
  • Maintain records of delays, incidents, lost journeys, passenger numbers, standby deployments and other operational issues
  • Liaise with station teams, clients, transport authorities, subcontractors and operational partners
  • Maintain a visible, professional and proactive presence and represent Transport UK London Bus
  • Reports to the Commercial Services Support Manager

Requirements:

  • Strong communication and customer service skills
  • Ability to remain calm and make effective decisions under pressure
  • Good organisational and problem-solving skills
  • Ability to monitor and regulate services to maintain punctuality and even headways
  • Good understanding of operational and passenger safety
  • Ability to manage disruption, including delays, breakdowns and missing vehicles
  • Ability to work independently and as part of a wider operational team
  • Confident using mobile devices and operational communication systems
  • Good attention to detail and ability to accurately follow timetables and operational instructions
  • Knowledge of bus, rail replacement or public transport operations is desirable
  • Knowledge of the London transport network would be advantageous
  • A proactive, professional and customer-focused approach
  • Must own a smart phone device

Benefits:

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