London Rail Replacement Controller

Key Responsibilities

• Service Management & Regulation – Monitor and regulate rail replacement bus services to maintain the timetable, even headways and reliable service delivery. Take appropriate action to manage gaps, bunching and late running.
• Driver & Vehicle Coordination – Ensure drivers and vehicles are correctly positioned, ready for service and operating in accordance with the planned schedule, route and operational instructions.
• Passenger Management & Customer Service – Assist passengers with replacement service information, boarding arrangements and onward connections, helping provide a smooth train–bus–train transition.
• Disruption Management – Respond proactively to delays, traffic congestion, breakdowns, missing vehicles, road closures and other operational problems, including coordinating standby resources where appropriate.
• Operational Communication – Maintain effective communication with other Controllers, drivers, Control, station staff and relevant stakeholders, escalating issues that could affect service delivery.
• Safety Management – Maintain safe passenger boarding, alighting and interchange arrangements, identify operational hazards and ensure safety remains the priority in all decisions.
• Service Performance Monitoring – Monitor departures, passenger demand, service gaps and vehicle utilisation, taking corrective action where necessary to maintain an effective service.
• Passenger Information & Accessibility – Ensure passengers receive clear and accurate information and that accessibility requirements are supported, including appropriate action where onboard information or announcement systems are unavailable.
• Incident Management & Escalation – Respond appropriately to accidents, incidents, emergencies and significant service failures and promptly escalate serious issues through the appropriate channels.
• Operational Reporting – Maintain accurate records of significant delays, incidents, lost journeys, passenger numbers, standby deployments and other operational issues.
• Stakeholder Liaison – Act as an on-site operational point of contact, working professionally with station teams, clients, transport authorities, subcontractors and other operational partners.
• Professional Standards – Maintain a visible, professional and proactive presence throughout the operation and represent Transport UK London Bus to a high standard.

Skills, Knowledge & Expertise

• 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.