Train Service Manager

Job Introduction

The Train Service Manager monitors and manages the real time delivery of Southeastern's train service, making sure that we provide the best possible passenger service and operational performance. 

You will ensure that the service runs on time whilst protecting the needs of passengers, making best use of resources and adhering to contractual requirements.

Role Responsibility

• Proactively monitor and manage the real time operation of Southeastern train services, investigating and responding to any reported incidents or irregularities.
• During train service disruption, work closely with the resource management and engineering planning teams to ensure the optimum use of crew and units to ensure the disruption to passengers is kept to a minimum. 
• If required, devise and implement contingency plans to ensure the best outcome for passenger needs, performance, revenue, costs and contractual requirements.
• Ensure that changes to the service are communicated widely to both staff and passengers through effective liaison with the KICC information team.
• Work collaboratively with Network Rail staff to ensure any incidents affecting Southeastern services are managed effectively and take into account the needs of our passengers.
• Manage in-service defects liaising closely with Metro and Mainline Defect Controllers, particularly ensuring the cut & run policy is adhered to. Ensure all units removed from service are communicated to engineering planning so that defects are properly diagnosed and rectified as quickly as possible.
• Ensure that service alterations in real time are updated in the GENIUS database liaising closely with engineering planners during CSL2 incidents to ensure all changes are captured to enable the effective recovery of maintenance plans.  
• Effectively manage all stranded train incidents adhering to the stranded passenger policy. Also effectively manage all ill passenger incidents ensuring the ill passenger policy for Kent is followed. In both cases, ensuring that the relevant communication protocols are adhered to.
• Ensure that adequate documentation is maintained to address legislation, regulations, group standards and Southeastern internal requirements.
• Closely monitor service throughout the day identifying any persistent performance risks and provide solutions for corrective action where possible and identify repeat PPM failures communicating to the PEDM for the respective right time railway groups to take forward.
• When adverse weather is forecast make sure that Key Route Strategy plans are agreed with Network Rail and arrange for the running of additional “Ghost Trains” where necessary. In extreme circumstances ensure that first train coach lengths are increased for known areas of risk across the network.
• Compile emergency train service plans when Network Rail institute emergency engineering works at short notice and ensure that these are communicated widely to both internal and external customers, through the Information team.

The Ideal Candidate

• An awareness of the impact of actions/decisions made on passengers and staff
• Thorough knowledge of the relevant geography, including stations and track layouts and services operated by Southeastern.
• Good knowledge of relevant operating, rolling stock, engineering, train crew and station procedures.
• Good knowledge of passenger flows around the Southeastern network
• Good knowledge of generally available and bespoke IT systems
• Good general education with passes in English Language and Mathematics.
• Ability to create own inputs and influence at a number of levels in the organisation.
• Ability to produce and implement emergency plans when routes become blocked.
• Problem solving with a logical thought process
• Excellent communication skills.
• Excellent attention to detail

Package Description

Southeastern recognises the value of every individual employee and offers benefits that reflect this.

As well as a generous salary, we offer an comprehensive benefits package which includes;

• A Contributory Final Salary Pension Scheme 
• Free rail travel on Southeastern and GTR rail services (extends to family members for leisure/educational travel)
• After a qualifying period, reduced rate travel on other train operators, including European services
• Up to 25 days annual leave entitlement (plus bank holidays)
• Private healthcare
• Access to an array of discounts for retail and leisure products through our benefits scheme.
• Family friendly benefits including enhanced maternity/paternity leave, parental leave and carers leave.

About the Company

About Southeastern

Southeastern is one of the busiest commuter rail companies in the UK running more than 2,000 trains, and carrying nearly 600,000 passengers every day between London, Kent and East Sussex.

Just over 4,500 employees - mostly from the communities that we serve - work together to provide this vital service and we are looking to expand our successful team. We have a strong set of values that shape the way we run our business and guide our staff in delivering what our customers need. These are:

• We aim to be the best
• We make the difference together
• We care passionately about our people and our passengers

We are committed to being an inclusive employer, creating a workplace where everyone can come to work, feel safe and comfortable and able to do everything to the best of their ability. Read about some of the great Diversity and Inclusion initiatives our Head of Colleague Experience has been leading on here. 

We recognise the positive value of diversity and it matters to us that our teams reflect the communities we serve. We welcome and encourage applications from people of all backgrounds.

We are also proud to be a WORK180 Endorsed Employer for Women. If you would like to know more information about how we are supporting our employees, you can view our policies and initiatives here.

If you have been unsuccessful in the recruitment process for the same/similar position you will not be eligible to apply for a period of 6 months from that date.

All offers of employment are subject to us obtaining satisfactory references (covering all education, training, employment and unemployment in the preceding 5 years and any previous railway employment). We will also complete right to work in the UK and criminal record checks. This is to ensure we are employing the best person for the role and to protect our customers, colleagues and our reputation. We are unable to offer sponsorship to work in the UK. 

This post will close before the intended closing date should sufficient number of suitable applications be received. Therefore, if you are interested in applying for this role, we suggest that you do so at the earliest opportunity to avoid disappointment.

SE Trains Limited