Train Service Manager in Upminster

About Us: Here at c2c we take pride in being an award-winning train operator running services between Fenchurch Street and Shoeburyness, serving 26 stations in East London and South Essex. Our customers never stand still and neither do we. We anticipate, innovate and flex around our customer’s needs and it takes a great team to do this.

It is an exciting time to join c2c as we move into a new era of railway reform, aligning with Great British Railways (GBR) and the Department for Transport (DfT) to deliver a simpler, more connected and passenger-focused railway.

Purpose of the Role:

• Manage all services running throughout the c2c route.
• Ensure the implementation of service recovery plans, contingency plans, and ensure regulation of services to deliver a punctual c2c operation, guided by T-15, T-3 and on time.
• Lead the on-shift team within the c2c Service Delivery Centre.
• Improve the performance and quality of service to Customers on all routes through the timely introduction of remedial actions whenever required.
• Generate a record of all events which affect the c2c route and ensure that the team correctly record all incidents on each shift.
• Contribute to the business objectives of delivering a positive customer experience through the delivery of punctual services, with the correct capacity supported by accurate information, and assistance when required.

Key Accountabilities:

• Assume “gold Command” for c2c in response to any accident or major incident implementing the procedures specified in the appropriate current operational standard.
• In delivering Operational Excellence, work closely with staff from Network Rail and other organisations in respect of the real time operation of the c2c route, specifying to Network Rail and delivering c2c’s requirements during service disruption, aligned to service recovery protocols, train regulation, CSL 2 activations, and contingency plans.
• Ensure SRCT or other appropriate service recovery protocols are enacted and minimise the instances of delays attributed to wrong regulation, control, or other operational error.
• Advise the Customer Information Manager of any alterations to services.
• Implement contingency arrangements for incidents that affect services on the c2c route, to ensure c2c’s standards of customer care and performance are maintained.
• Balance changes to the timetable enacted by Network Rail against planned resources whilst maintaining revenue and containing costs within budgetary targets.
• Responsible for ensuring that security and emergency services staff are mobilised to help customers during both normal and degraded operations by the SDC department.
• Respond to real time changes enacted by Network Rail with a view to optimising customer experience against available resources.
• Ensure that accurate and timely information is disseminated outside the Service Delivery Centre by the Customer Information Managers.
• Liaise with c2c On-Call managers as required and procure from On-Call arrangements any resources or services necessary to maintain c2c’s train service operation when needs arise.
• Ensure the integrity of rolling stock allocations in respect to real time changes in allocations to maintain accurate rolling stock mileage.

Experience, Knowledge & Qualifications Required:

• General education to GCSE, O level, or equivalent standards including English and Mathematics to the standard of at least GCSE Grade C.
• In depth knowledge of all procedures relating to the use of train crews and rolling stock.
• Thorough knowledge of c2c and Network Rail operations, geography, and train plans, c2c manning agreements, conditions of service, and customer experience metrics.
• Ability to investigate and interpret data thoroughly and accurately, including detailed knowledge and experience with appropriate industry recognised systems and technology.
• Sound practical experience in Health and Safety, welfare, and other related matters, including c2c alcohol and drugs policy and HR procedures.
• Knowledge of rules within the competency framework for c2c operations, particularly those appertaining to train crew and AC EMU Rolling Stock.
• Interact with and manipulate the current, and any future successor business systems and technology to deliver train service and customer information.
• Able to follow detailed instructions, follow procedures, understand the safety impact of decisions made.
• Membership of an appropriate professional body, e.g., the Chartered Institution of Railway Operators is highly encouraged.

Salary: £58,332 increasing to £64,814 upon completion of training.