Job details
Job referenceREQ10365 Date posted06/05/2026 Application closing dateBlank LocationUpminster SDC Salary£58,332.60 increasing to £64,814 upon completion of training. PackageBlank Contractual hoursBlank BasisBlank Job category/typeBlank Blank
Train Service Manager
Job description
Purpose of the Role:
1. Manage all services running throughout the c2c route.
2. Ensure the implementation of service recovery plans, contingency plans, and ensure regulation of services to deliver a punctual c2c operation, guided by T-15, T-3 and on time.
3. Lead the on-shift team within the c2c Service Delivery Centre
4. Improve the performance and quality of service to Customers on all routes through the timely introduction of remedial actions whenever required.
5. Generate a record of all events which affect the c2c route and ensure that the team correctly record all incidents on each shift.
6. Contribute to the business objectives of delivering a positive customer experience though the delivery of punctual services, with the correct capacity supported by accurate information, and assistance when required.
Key Accountibilities:
7. Assume “gold Command” for c2c in response to any accident or major incident implementing the procedures specified in the appropriate current operational standard.
8. In delivering Operational Excellence, work closely with staff from Network Rail and other organisations in respect of the real time operation of the c2c route, specifying to Network Rail and delivering c2c’s requirements during service disruption, aligned to service recovery protocols, train regulation, CSL 2 activations, and contingency plans. Ensure SRCT or other appropriate service recovery protocols are enacted and minimise the instances of delays attributed to wrong regulation, control, or other operational error.
9. Advise the Customer Information Manager of anyalterations to services.
10. Implement contingency arrangements for incidents that affect services on the c2c route, to ensure c2c’s standards of customer care and performance aremaintained.
11. Balance changes to the timetable enacted by Network Rail against planned resources whilst maintaining revenue and containing costs withinbudgetary targets
12. Responsible for ensuring that security and emergency services staff are mobilised to help customers during both normal and degraded operations by the SDC department.
13. Respond to real time changes enacted by Network Rail with a view to optimising customer experienceagainst available resources.
14. Ensure that accurate and timely information isdisseminated outside the Service Delivery Centre by the Customer Information Managers.
15. Liaise with c2c On-Call managers as required and procure from On-Call arrangements any resources or services necessary to maintain c2c’s train serviceoperation when needs arise.
16. Ensure the integrity of rolling stock allocations in respect to real time changes in allocations to maintain accurate rolling stock mileage.
Experience,Knowledge&QualificationsRequired
17. General education to GCSE, O level, or equivalent standards including Englishand Mathematics to the standard of at least GCSE GradeC.
18. In depth knowledge of all procedures relating to the use of train crews androlling stock.
19. Thorough knowledge of c2c and Network Rail operations, geography, and trainplans, c2c manning agreements, conditions of service, and customer experience metrics.
20. Ability to investigate and interpret data thoroughly and accurately, including detailed knowledge and experience with appropriate industry recognisedsystems and technology.
21. Sound practical experience in Health and Safety, welfare, and otherrelatedmatters, including c2c alcohol and drugs policy and HR procedures.
22. Knowledge of rules within the competency framework for c2c operations,particularly those appertaining to train crew and AC EMU Rolling Stock.
23. Interact with and manipulate the current, and any future successor business systems and technology to deliver train service and customer information; for example, and illustratively, future changes to support deployment of the Thameside Operating Strategy. (For the avoidance of doubt this means that there will not be any newtechnology payments for the post holder to utilise new technology).
24. Able to follow detailed instructions, follow procedures, understand the safetyimpact of decisions made.
25. Membership of an appropriate professional body, e.g., the Chartered Institutionof Railway Operators is highly encouraged.