Upminster/Shoeburyness Full time 24 hour, 7 day shift pattern (Reference 001505)

c2c is an award-winning train operator that runs services between Fenchurch Street, in the heart of the City of London, and Basildon, Southend and Grays. We are also one of the most punctual rail companies in the country, and we’re leading the industry with innovations such as Automatic Delay Repay and Flexi-Season tickets.

The General Purpose Relief provides cover for the Customer Information Manager, Train Service Manager and Service & Resourcing Manager positions located at Upminster IECC and Shoeburyness Depot. The role is central to providing our customers with the highest level of service, by resourcing and closely monitoring the running of the c2c service and making service alterations when required to minimise delays to our customers.

You will posses and be able to demonstrate your ability to anticipate, prioritise, plan and execute in response to ever changing events; and be committed to delivering exceptional customer service. You will be comfortable working as part of a team in a real-time, fast-paced environment delivering excellence in the timely management of c2c and other operators’ services 24 hours a day.

Key accountabilities:

  • Liaise with 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.
  • Devise and implement contingency arrangements for incidents that affect services on the c2c route, to ensure c2c’s standards of customer care and performance are maintained
  • Balance changes to the timetable enacted by Network Rail against planned resources whilst maintaining revenue and containing costs within budgetary targets
  • Ensure incidents, accidents and delays are logged, investigated and concluded on-shift to the standard specified by the business and correctly recorded in the daily report and agreed on TRUST
  • Ensure that accurate and timely real-time information is disseminated outside the Service Delivery Centre
  • Provide a focal point for stations to contact regarding service information
  • Answer customer help points in a  timely manner
  • Procure from On-call arrangements any resources or services necessary to maintain c2c’s train service operation when needs arise,
  • Undertake rostering of Service Delivery Centre personnel and Train Crew as required and assist in the training of Service Delivery Centre and Service & Resourcing personnel.
  • Responsible whilst on shift for train movements within Shoeburyness Depot
  • Responsible for ensuring, as far as reasonably practicable that train crew signing on are fit for duty
  • Collate performance data on behalf of the Service Delivery Manager

Experience and Qualifications

  • Detailed knowledge and experience with TRUST, TOPS, P2, CCF, Tyrell, Gemini, Genius and Datasys LICC with ability to investigate and interpret data thoroughly and accurately
  • Knowledge of rules within the competency framework for c2c operations, particularly those appertaining to train crew and AC EMU Rolling Stock
  • Ability to work under pressure including managing multiple tasks simultaneously
  • Thorough knowledge of c2c and Network Rail geography and train plans
  • Adaptable IT skills
  • Conscientiousness: systematic approach, positive attitude towards rules and procedure
  • Communication: Balancing listening and talking, speaking and writing clearly and accurately, influencing others, keeping others informed
  • Decision making and influencing: use sound judgment to make informed decisions, creates win-win outcomes by developing relationships (both internal and external)
  • Initiative: taking ownership of your work, doing what is needed without being asked, following through
  • Efficiency: planning ahead, being cost conscious, thinking of better ways to do things
  • People management: setting clear expectations, reviewing progress, holding people accountable
  • Traincrew background an advantage.

Key competencies:

  • Conscientiousness: systematic approach, positive attitude towards rules and procedure
  • Communication: Balancing listening and talking, speaking and writing clearly and accurately, keeping others informed
  • Decision making and influencing: use sound judgment to make informed decisions, creates win-win outcomes by developing relationships (both internal and external)
  • Initiative: taking ownership of your work, doing what is needed without being asked, following through
  • Efficiency: planning ahead, managing time well, being on time, being cost conscious, thinking of better ways to do things

Alongside a competitive salary, we also offer additional benefits such as; membership of the c2c pension scheme, free travel on c2c and discounted travel on National Rail services (rules of the scheme apply). In addition we offer childcare vouchers, cycle to work scheme and you will have access to an online benefits portal, a one-stop shop for a variety of rewards and benefits.

Please note: your additional information (supporting statement) is a crucial part of your application, Ensure that you are able to meet all the essential requirements of the job and as far as possible, as many of the desirable requirements as you can. Think about how you will evidence your ability to meet the requirements. By providing evidence of what you have done or achieved, you are showing that you can apply your skills in real life situations

This is an opportunity for you if you want to be able to make your mark in contributing to the effective operational performance of our stations whilst providing exceptional customer services where safety, the customer, the community and our people are at the very heart of the business.

We welcome applications from a diverse range of candidates regardless of background, disability or gender as we strive to create workplaces that reflect the communities we serve.

The closing date for this role is 30th November 2018