London Underground Operations Signalling and Control
- Transport for London
- London (Central), London (Greater)
- Closing date
- 7 Apr 2023
- Role Type
- Apprenticeship, Advanced
- Start Date
- 24 months+
In order to be an excellent Service Controller, you need to have excellent customer service skills and have an understanding of the many teams and how the roles across London Underground are affected by the work of the Service Control team. Your apprenticeship will focus on building this understanding and experiencing our operational world. You will have the opportunity to learn from experienced and qualified staff through various placements across the organisation to gain a broad spectrum of knowledge through a hands-on approach to learning.
You will also be responsible for a significant amount of record keeping and the inputting of service data and the submission of reports on failures and delays. Liaising with a wide range of people informing of train service delays and receiving information that may affect those train services. The ability to communicate clearly & effectively and the ability to impart knowledge of service control operating & safety procedures is vital.
You will then develop your understanding by shadowing with Incident Response, Line Information Specialists and the Signals Team; this is to understand how your messages as a Service Controller affect the network and how they’re actioned. You will also gain insight into other TfL services including buses and London Overground.
Placement 1 – Customer Service Assistant (CSA)
This will focus on customer service in a Customer Service Assistant (CSA) role. This will involve assisting customers with their journeys, managing the gate line in the ticket hall, security checks in the station and announcements on the platform.
Placement 2 – Customer Service Supervisor (CSS)
This will help you develop your supervisory skills assisting both the customer service managers and assistants as a Customer Service Supervisor (CSS). Your responsibilities for the day to day running of the station will increase whilst still maintaining your customer interactions.
Placement 3 – Signals
London Underground’s Signals Department covers the entire Underground Network, from Zone 1 all the way out to Zone 9. Signals are used across the network to control the movement of trains. You will be trained as a Signals Operator and spend time carrying out this role, under supervision.
Placement 4 – Trains Duty Manager
The Duty Manager for the train network is responsible for staff rotas and duty schedules, train and duty analysis and making sure the depots are managed properly.
Service Control Placement
Service Controllers proactively manage the train service safely and efficiently and in the best interests of our customers. They are the air traffic controllers of London Underground, doing all that is necessary to achieve and maintain the working timetable on a daily basis. Ensuring the prompt distribution of accurate train service information to all relevant stakeholders is vital and effectively managing the transition between traffic (customer) hours and engineering hours. You will receive this training and then be placed in a control room to further develop your skills and knowledge.
These placements, together with the own learning element of the scheme, will provide you with the tools required to complete the final assessment.
Following this you will be placed in 6-12 month traineeship as a Service Controller to further support and develop you within your role.
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