Job Introduction
Train Crew Coordinator
MTR Elizabeth line is an industry leading train operator, bringing together the very best expertise to transform travel across London. Our vision is to set a new transport standard for the UK, moving people and connecting communities better than anyone else. We have been recognised and rewarded for representing the communities we operate in and are proud to offer a culture that inspires, empowers and develops all colleagues.
MTR Elizabeth line is an equal opportunities employer. Our recruitment and selection policy attracts and ensures the highest quality candidates are appointed using objective job-related criteria.
Overview: Carlisle Support Services is pleased to offer an exciting temporary opportunity for a Train Crew Coordinator role, stationed at Shenfield and Abbey Wood railway stations. This position is a Temporary Contract of 3 to 5 months, with potential for extension based on business needs.
We are:
A rapidly growing business with revenues increasing threefold in the past 5 years. To support our long-term goals, we are investing in people, systems, and technology to ensure we stay ahead of the competition, so there has never been a better time to join the Carlisle family. We are experts in our chosen fields, focusing on the provision of cleaning, security, events, and retail support services. We work in fast-paced, highly collaborative, innovative, and customer-focused environments, empowering our people to deliver exceptional outcomes.
You will:
As a Traincrew Customer Service Co-ordinator, you will play a key part in the co-ordination of the Elizabeth Line train service through timely and clear communications with both train drivers and controllers. Based at either Abbey Wood or Shenfield train station, you will be a part of the Control team and will support the Duty Control Managers, Traincrew Resourcing Managers and the Customer Experience teams to co-ordinate our frontline resourcing during service disruption.
This is an exciting time to join MTR Elizabeth line as we look to open our new Central Operating Section offering new journey opportunities through Central London.
You are:
Capable of supporting your colleagues achieve excellent results, you thrive on challenge and embrace change. You never stop learning and evolving new ways of working, having a direct impact on improving the performance of the business. Most importantly, you are confident in your ability to provide a first-class service.
Together we’ll be:
Actively promoting the company vision by embedding our shared values throughout the team, empowering passionate people to deliver exceptional outcomes because we are:
- Passionate about the wellbeing of everyone.
- Putting our customers at the heart of everything we do.
- Delivering on our promises - all the time.
- Supporting everyone to be sector-based experts.
Roles & Responsibilities:
- Co-ordinate train crew during service disruption to ensure a robust train service is delivered to our customers.
- Monitor last minute platform changes and ensure these are communicated to train crew.
- Use signal maps and designated MTREL applications to track train movements, locations, and platform status. To provide accurate guidance to drivers to ensure they are situated at the correct end of platform, to facilitating smooth operations particularly during disruption.
- Using available I.T., identify from TMIS & Carriage Working Notice required crew change at home location.
- Monitor timing schedule for incoming trains and ensure awareness of ‘pass’ drivers on these services. Co-ordinate contingency with Duty Control Manager.
- Track the use of spare or stand-by driver use and ensure that this is communicated with the Traincrew Resource Managers and Duty Control Managers as necessary.
- Ensure that all relevant safety rules and procedures are adhered to at all times.
- Work alongside the Duty Control Managers to co-ordinate service delivery & service recovery principles across all MTR Elizabeth line routes and return to normal service as swiftly as possible.
- Co-ordinate suitable resource coverage during contingency plans and assist with any reviews into the content and operability of these plans.
- Ensure that communication with traincrew and other stakeholders is conducted in a clear, professional and polite manner.
- Monitor and record train arrival and departure times to reduce requirement for drivers to submit performance reports at these locations. Additionally, leverage on information on inbound and outbound trains times to monitor personal need break (PNB) and Cab Environmental Break (CEB) risk and communicates any risk observed to control.
- Ensure that all relevant information regarding the resourcing of MTR Elizabeth line trains is accurately and consistently recorded.
- Actively employs HOT and WHAT security protocol to continuously carries out dynamic security check whilst working on the platform for the safety of colleagues and public at large.
- Follow the Accuracy, Brevity, and Clarity (ABC) model for all communications to maintain effective information transmission and a clear audit trail useable for investigatory purpose.
Candidate specification:
- A good understanding of our geographic route.
- A good understanding of railway operations or other transport operations andcustomer experience.
- Ability to work in a high pressure, fast paced environment.
- High level of planning and organising skills.
- Strong communication skills.
Key Skills and Competencies:
- Proficiency in digital communication tools (Teams).
- Attention to detail for accurate logging.
- Ability to perform under pressure.
- Effective use of the ABC communication model.
- Adaptability for new processes.
What we’ll give you:
The opportunity to grow and be your best self, to learn and develop through accredited training, to progress your career and to gain reward and recognition for excellence with Superstar and Core of Carlisle Awards.
Some of our other benefits include:
- Health and Wellbeing Plans .
- Discounts and cashbacks.
- Paid volunteering days.
- Employee Assistance Program.
- Refer a Friend Scheme.
- Cycle to Work Scheme.
continue to attract and retain the best people. We’re also committed to providing ways to enhance the health, wellbeing, and quality of life for all our colleagues.
We’re committed to continually developing and improving our package of pay and benefits, ensuring we
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