West Midlands Trains has an exciting opportunity for 4x Duty Route & Incident Manager to join our Controls team based at Rugby ROC on a Full-Time Permanent Basis.

Purpose of the Role:

To interface between NR Rugby ROC and WMT Control during disruption. Monitoring LNR services as well as assist with service recovery. You will manage agreed contingency plans, liaise between Control, DTCM’s/ DOM’s and proactively be customer focused.

Key Responsibilities:

• Ensure effective monitoring of LNR train Services.
• Ensure accuracy of information regarding service delays and disruption events
• Ensure distribution of amended LNR train plans during disruption to the appropriate Stakeholders along the LNR route.
• Proactively challenge NR decision making (i.e regulation / disruption)
• Provide regular LNR updates
• Attend LNW ILR’s
• Attend any LNR / NR conferences
• Meet required performance standards
• To ensure PIDD compliance during disruption.

Experience and Knowledge required for the Job:

• Effective communicator at all levels of the organisation
• Highly developed organisational skills and self starter
• Methodical
• Enquiring/analytical & questioning mind
• Understands Customer needs
• Understanding of West Midlands Trains operations, standards and procedures
• Thorough knowledge of West Midlands Trains routes and geography
• Experience of a customer service environment would be an advantage
• Knowledge of traincrew terms and conditions of service
• Knowledge of software including Word, Excel, Tyrell IO, Trust, Genius, P2, CCIL log, Winpop Messenger and CCF.
• Ability to remain calm and work under pressure
• Attention to detail
• Able to prioritise own workload
• Able to handle large amounts of information
• Articulate and numerate
• Computer literate with good keyboard skills

Job Challenges:

• To ensure the customer is given the best possible service during times of disruption.
• To be the focal point of the West Midlands Trains Control point at Rugby
• Request alternative transport for all nominated West Midlands Trains services during times of disruption taking guidance from Duty Control Manager.
• Provide real time information to West Midlands Trains station colleagues, traincrew, Control Room staff and customers regarding delays and disruptions according to structured guidelines.

 (For full details please refer to the job description attached.) ​

In return we will offer in addition to a competitive salary a wealth of benefits including free standard travel on West Midlands Trains and other Abellio group trains for you, your partner and any dependent children in addition to a 75% discount on all other train operating companies over most of the UK rail network, enrolment of our West Midland Railways Pension Scheme and our pension salary sacrifice scheme – Smart Pensions.

Applications will be considered from internal colleagues with 6 months experience after completion of their probationary period and a full check of absence and disciplinary records.

(We reserve the right to close the advert early if enough applications are received.)