We’re looking for people who have: Ability to communicate clearly & effectively High level of accuracy Ability to multi-task and process information quickly and accurately to inform next step learning Understanding of customer service Ability to work in highly pressurised situations and make decisions.
Job overview In order to be an excellent Service Controller, you need to have excellent customer service skills and have an understanding of the many teams and how the roles across London Underground are affected by the work of the Service Control team. Your apprenticeship will focus on building this understanding and experiencing our operational world.
You will have the opportunity to learn from experienced and qualified staff through various placements across the organisation to gain a broad spectrum of knowledge through a hands-on approach to learning. The role requires the active monitoring of the line’s train service making use of all resources to reduce the impact of failures and delays.
The apprenticeship will develop your understanding and knowledge of London Underground’s safety & operational procedures, rolling stock, traction current supply, line infrastructure, train operations and train service management. This will give you the grounding for progressing to Trainee Service Controller after successfully completing the apprenticeship.
What will I be doing? You will also be responsible for a significant amount of record keeping and the inputting of service data and the submission of reports on failures and delays. Liaising with a wide range of people informing of train service delays and receiving information that may affect those train services.
The ability to communicate clearly & effectively and the ability to impart knowledge of service control operating & safety procedures is vital. You will then develop your understanding by shadowing with Incident Response, Line Information Specialists and the Signals Team; this is to understand how your messages as a Service Controller affect the network and how they’re actioned.
You will also gain insight into other TfL services including buses and London Overground. You will do 6 placements during the 2 year scheme.
These will include Customer Service Assistant, Customer Service Supervisor, Customer Service Manager, Signals, Duty Manager and British Transport Police. These placements, together with the own learning element of the scheme, will provide you with the tools required to complete the final assessment.
Following this you will be placed in 6-12 month traineeship as a Service Controller to further support and develop you within your role. Where can this career take me? This apprenticeship is designed to support you in achieving a Service Controller role.
To do so you’ll need to pass your apprenticeship assessment and complete the 6-12 months traineeship, focusing on your ability to process information and act in a highly pressurised situation.
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