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- Tasks: Manage train services, solve real-time issues, and ensure customer satisfaction.
- Company: Govia Thameslink Railway is the UK's largest train operator, serving millions daily.
- Benefits: Enjoy free travel on GTR, discounts on other operators, a competitive salary, and generous leave.
- Why this job: Join a dynamic team, tackle challenges, and make a real impact on customer journeys.
- Qualifications: Strong communication skills, teamwork experience, and a proactive mindset are essential.
- Other info: Shift-based role with opportunities for growth and development in a fast-paced environment.
The predicted salary is between 38000 - 52000 £ per year.
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Now recruiting for Train Service Managers, based at Three Bridges Rail Operating Centre in West Sussex.
Are you someone who enjoys working in a fast-paced problem-solving environment? Are you systematic and thorough in your approach and able to prioritise your workload? Can you communicate quickly and clearly whilst influencing at all levels? Do you have great situational awareness and the ability to remain calm under pressure? Are you looking to progress into a more challenging role?
If you can answer yes to all the above, please read on.
Govia Thameslink Railway (GTR) is the largest Train Operating Company in the UK, operating four brands across London and the southeast of England. Our brands are Gatwick Express, Great Northern, Southern and Thameslink, together operating over 3,800 daily passenger services completing around 1 million customer journeys daily.
Working in our control centre, the Train Service Manager (TSM) is our most challenging role, offering an opportunity to play a critical part in the delivery of our real time train service. Our unique geography and the high frequency of the service we operate requires individuals who can handle a fast paced, quickly changing environment.
We require exceptional people to meet this challenge with a proactive approach, the ability to think ahead, prioritise tasks, solve problems and plan for the next challenge just around the corner. Using the latest high-tech suite of software Train Service Managers play a major part in ensuring our customers get safely to their destinations in all types of challenging situations.
To become a member of our dynamic and diverse team of professionals, candidates will be invited to complete an initial online assessment, and those selected will be invited to a further in person assessment day and formal interview. Those successful will be either offered an immediate appointment or enter our talent pool where appointment is generally in seniority order.
The Key Responsibilities Of a Train Service Manager Are
- Deliver the planned daily timetable across your designated service group.
- Respond immediately to real time disruptive events on GTR trains, stations and Network Rail infrastructure in association with our partners.
- Work closely with our engineering department to ensure the fleet of trains is maintained.
- Work closely with our operations department to ensure best use is made of available traincrew.
- Work closely with all stakeholders to ensure our customers receive the best possible experience.
- Work under the guidance and instruction from the Duty Network Operations Manager on duty as required.
Reporting on shift to the Duty Network Operations Manager, the key challenges of the role include:
- Reviewing the daily train service plan, taking ownership of key service groups and implementing any required changes due to infrastructure, fleet and crew availability in line with standards, procedures and processes.
- Liaising with Network Rail to develop and implement on the day, very short-term train paths as necessary for train services, in order to balance the fleet and crew to deliver the required daily timetable.
- Working closely with Network Rail and other Train operating Company stakeholders to understand infrastructure restrictions and the consequential impact on train services.
- Developing and implementing alterations to the train service to maximise the use of the available network and ensuring the impact is kept to minimum and alternative routes are offered.
- Lead and manage operational incidents within your geographical area, acting as the representative for GTR as appropriate, ensuring that services are restored to normal as quickly as possible.
- Continually improve the customer journey experience through collating and analysing data, identifying enhancements to process, service delivery, recovery and operational management.
- Communicating to stakeholders and liaising closely with the Customer Experience team to ensure that customers\’ needs and requirements are met during disruptive events.
- Represent GTR\’s interests at meetings or conference calls held to recover from incidents, delays or finalise arrangements for planned events.
About You
You will need to possess, to have or be able to demonstrate:
- The ability and willingness to learn and develop yourself with new skills, in a real time, very busy operational environment, working with colleagues and stakeholders to deliver our operational plans.
- Proven experience of working within a team to deliver joint goals and objectives.
- To be or become a strong leader, able to influence and persuade key stakeholders to deliver the best service and performance levels.
- Be innovative and an intelligent thinker with the ability to look ahead and proactively plan to avoid problems and challenges before they occur.
- Able to adhere to operational plans and processes and understand the impact of the implementation on service quality levels.
- Energy for continuous improvement – always striving to better processes and standards to deliver industry leading experiences to our customers.
- Excellent analytical and computer skills – using the Microsoft suite of software and well as the ability to quickly learn the bespoke rail industry systems, as required, to monitor, record and improve GTR performance.
Benefits
As a TSM your benefits will include free unlimited travel on the GTR network, discounted travel on other train operators, an attractive pension scheme, generous annual leave and competitive salary of £44,927 rising to £47,927 (subject to pay award) upon completion of training, usually around 12 weeks in duration, and great satisfaction knowing you have played a part in helping our customers have a great journey with us.
Roster/Shift Patterns
Please note this is a shift-based role, where you will be working earlies, lates and nights Sunday-Saturday including bank holidays. The longest run of shifts is 10, made up of 8 and 12-hour shifts, however this is then followed by a number of days off.
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Train Service Manager (3100) employer: GTR (Govia Thameslink Railway)
Contact Detail:
GTR (Govia Thameslink Railway) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Train Service Manager (3100)
✨Tip Number 1
Familiarise yourself with the specific challenges faced by Train Service Managers at GTR. Understanding the operational environment and the types of disruptions that can occur will help you demonstrate your problem-solving skills during the assessment process.
✨Tip Number 2
Network with current or former employees of GTR to gain insights into the company culture and expectations for the Train Service Manager role. This can provide you with valuable information that you can use to tailor your approach during interviews.
✨Tip Number 3
Prepare for the online assessment by practising situational judgement tests and scenario-based questions. These are often used to evaluate your decision-making and prioritisation skills, which are crucial for the role.
✨Tip Number 4
Showcase your leadership abilities by discussing any relevant experiences where you've influenced stakeholders or led a team through challenging situations. This will highlight your capability to manage operational incidents effectively.
We think you need these skills to ace Train Service Manager (3100)
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Train Service Manager position. Tailor your application to highlight how your skills and experiences align with the job description.
Craft a Strong CV: Your CV should clearly showcase your relevant experience, particularly in fast-paced environments or roles that required problem-solving and leadership. Use bullet points for clarity and ensure it is well-structured.
Write a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Highlight specific examples from your past that demonstrate your ability to handle pressure, communicate effectively, and work collaboratively with stakeholders.
Prepare for Assessments: Since the application process includes online assessments, practice common situational judgement tests and analytical reasoning exercises. Familiarise yourself with the types of scenarios you might encounter as a Train Service Manager.
How to prepare for a job interview at GTR (Govia Thameslink Railway)
✨Show Your Problem-Solving Skills
As a Train Service Manager, you'll need to handle real-time disruptions. Prepare examples from your past experiences where you successfully resolved issues under pressure, demonstrating your ability to think quickly and effectively.
✨Communicate Clearly and Confidently
Effective communication is key in this role. Practice articulating your thoughts clearly and concisely, especially when discussing complex situations. This will help you influence stakeholders and convey important information during the interview.
✨Demonstrate Situational Awareness
The role requires great situational awareness. Be ready to discuss how you've managed multiple tasks or priorities in a fast-paced environment. Highlight any experience you have in adapting to changing circumstances while maintaining service quality.
✨Emphasise Continuous Improvement
GTR values innovation and improvement. Prepare to talk about instances where you've identified areas for enhancement in processes or services. Show your enthusiasm for striving towards better outcomes and how you can contribute to GTR's goals.
