Customer Operations Room Manager
Based in Lower Thames Street (HQ) EC3 / Station House, Upminster
Purpose of the Job:
To lead the strategic development and operational assurance of the Live Customer Operations Room (LCOR), ensuring high-quality support to frontline teams, visibility of live network risks, and continuous improvement across processes and incident response.
Key Accountabilities:
* Monitor service trends, identify hotspots, and influence decision-making across Stations, Service Delivery, Digital and Revenue
* Use data information to spot recurring faults, trends, or station risks; escalate or improve workflows accordingly.
* Line manage LCOR Operators, maintain operator rosters and shift cover, support wellbeing and performance development.
* Build strong relationships with departments (e.g. Revenue, Digital, Asset, Accessibility, SDC etc) to align response and reporting
* Provide monthly LCOR summary reports to Heads of Department, identifying hotspots, recurring failures, or opportunities for preventative action.
* Lead reviews following major incidents; feed lessons into training, comms, or future mitigations.
* Act as a liaison for third party contractors to escalate issues when needed.
* Act as an escalation point for high-risk faults, staff welfare issues, or live disruption for the LCOR.
* Participate in second line on-call Rota for Stations.
* Ensure all LCOR activities are logged, trackable and auditable; lead internal audits where required.
* Support initial training and ongoing coaching of LCOR Operators in systems, processes and decision-making.
* Refine workflows, identify tech/process gaps, and champion smarter ways of working in a live control environment.
Experience, Knowledge & Qualifications Required:
* Previous leadership experience within an operational, control room or service environment
* Strong understanding of railway (preferably c2c) station operations and customer risk points
* Proven ability to interpret and act on live data to spot service risks
* Excellent communicator, able to influence departments and shift teams
* Confident managing people in a 24/7 shift environment
* Able to write or edit audit logs, incident reviews, and action plans
* Comfortable participating in out-of-hours on-call escalations