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Duty Manager (Control) (010396)

Job Purpose

The Duty Manager is responsible for the Management of the SWR Control Team. The key interfaces are with the Network Rail Control Team, SWR Control Teams in both the ROC, Waterloo and Southampton, the SWR Executive Team and On Call structure and with the Network Rail Control Teams on Shift. The Duty Manager will also be responsible with external agencies in the event of incidents such as the RAIB, ORR, emergency services.

The SWR Duty Manager is responsible for the real time management of SWR services, contingency planning and service recovery to ensure that customers receive a consistently high standard of service. To achieve this, they will lead the Control Team on shift which includes the Train Services, Resources, Fleet and Customer Experience Teams in Control and coordinate the response to any incidents. The Duty Manager will be responsible for management of Safety of The Line incidents and will liaise with the SWR On Call, Operations Standards and Executive, Network Rail and External Bodies to achieve this.  The role will also coordinate the response to incidents'  as well as delivering customer service.

Principal Accountabilities

  • To manage the South Western Railway (SWR) Control team on shift to ensure the delivery of a safe and punctual operation, supplying accurate and timely communication to all customers.
  • Effective management of the Control team on shift to ensure all roles are covered and staff suitably managed.
  • To oversee the safe delivery of the train plan, optimising PPM and ensurinf that customer service and information is delivered to the highest quality possible.
  • To ensure that all incidents including safety of the line events are managed in accordance to the SWR Control Manual and other Safety Manual procedures, activating the On-Call and Communication procedures as and when required.
  • When required - To ensure the best possible use of resources, e.g. train crew, units, to maintain performance levels and services to the customer, especially in times of disruption, in conjunction with the Control team and external parties. This is also in support of Train Service Controller if needed.
  • To liaise with Network Rail and other SWR Controllers to recover any impact loss time through proactive regulation.
  • To assist the Operations Control Manager and Delay Attribution Manager in the investigations of delays and cancellations attributable to SWR. To feedback to the Performance Team when issues arise.
  • To ensure that accurate information is supplied to front line staff and customers through the close liaison with members of the Control team to ensure PIDD (Passenger Information During Disruption) compliance is maintained.
  • Ensure the Chain of Care arrangements for Traincrew or other members of staff adversely affected by serious operating incidents or assaults are initiated when required. Ensure that relevant line managers are advised of the action taken and are aware of the need to undertake appropriate follow-up action.
  • Ensure that own verbal communications as well as those of SWR Controllers on shift are compliant with the requirements of the SWR Appendix to the Rule Book Module 45.
  • Ensure that defective equipment or facilities within the Control Centre are reported to the appropriate contractor and follow up to ensure remedial work is carried out.
  • Effective engagement with SWR's Executive Team ensuring that they are kept abreast of incidents and events which are or have the potential to impact upon the delivery of the advertised train service.
  • Participate (and lead if required) telephone conferences regarding contingency plans, service recovery, weekend engineering work, stranded trains, disruption management and post-incident review.
  • Ensure that SWR's Control actions when dealing with passenger trains at a stand at locations other than a railway station are compliant with the company Stranded Trains policy.
  • To manage the day-to-day relationship between SWR and Network Rail both within the Wessex Integrated Control Centre (WICC) and other route controls ensuring that the best interests of SWR are appropriately represented.
  • To produce and disseminate a daily log of events containing, identifying problematic areas to the business, all incidents and records of any disruption with agreed Service Recovery and Customer Service Level 2 times included.
  • Ensure effective management of safety of the line incidents, liaising with on-call managers as required according to the SWR Control Manual.
  • To ensure that the SWR Control team correctly implement the appropriate contingency plan during times of disruption and to assist the Control Team in the creation of formal contingency plans.
  • Ensure that all SWR Colleagues involved in the management of an incident (e.g. Fleet  Controllers, on-site Managers, front-line colleagues and other Controllers) are fully aware of incident recovery priorities, key milestones and their own responsibilities during the management of the incident.  Ensure that that Controller's outputs are reviewed against expected outputs and milestones with appropriate feedback given.  
  • Liaise with the Control Response Manager (CRM), other SWR Managers and front line staff to identify and implement appropriate customer response plans during disruption.  Note that when there is no CRM on duty, the Duty Manager has lead responsibility for formulating and implementing an appropriate customer response plan with assistance where necessary from the 2nd Line Stations on-call Manager.
  • To carry out competency assessments of Controllers in accordance with SWR Standard “Competence Management System of Operations Controllers”
  • To record and review levels of performance of SWR Controllers.  Undertaking one-to-one meetings with Controllers, formulating and agreeing Personal Development Plans and monitoring Training and Development plans for said individuals through the Professional Controller Policy and agreed Human Resource procedures.
  • To undertake any task, deemed reasonable, at the request of the  Senior Train Service Delivery Manager

Skills and Experience

  • Five year's experience of working in a railway operations field
  • One year's experience of leading a small to medium sized team
  • One year's experience working in a railway operations control
  • GCSE English / Maths to grade C (or equivalent)
  • Holds or able to work towards certification in Personal Track Safety (PTS).
  • Basic principles of railway operations, signalling and resource management.
  • Understanding/ knowledge of railway rule book
  • Geographical knowledge, service patterns and frequencies of SWR network.
  • Relevant SWR Safety Management System documentation
  • Competency assessment methods and techniques and the process as applied to SWR Controllers
  • Customer service standards and policies applicable to SWR
  • Excellent communicator
  • Coaching and performance development of others.



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Basingstoke Campus (ROC)
Gresley Road, Basingstoke, United Kingdom, RG21 4HG
  • Ref:
  • Company:
    South Western Railway
  • Website Skillset:
    All Other Roles
  • Contract Type:
    Permanent - Full Time
  • Full Time / Part Time:
    Full Time
  • Contracted Hours:
  • Location:
    Basingstoke Campus (ROC)
  • Closing Date:
    21 June 2019
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