Carlisle Support Services is pleased to offer an exciting temporary opportunity for a Train Crew Coordinator role, stationed at Heathrow CTA T2/3 railway stations. This position is a Temporary Contract of 3 to 5 months, with potential for extension based on business needs.

GTSR Elizabeth line is an industry leading train operator, bringing together the very best expertise to transform travel across London. Our vision is to set a new transport standard for the UK, moving people and connecting communities better than anyone else. We have been recognised and rewarded for representing the communities we operate in and are proud to offer a culture that inspires, empowers and develops all colleagues.    

The Benefits

• A competitive hourly rate of pay – paid monthly
• Access to Company Pension Scheme after qualifying period
• Health and Wellbeing Plans
• Wagestream - financial flexibility and instant access to earned and authorised wages
• Fizz Benefits – discounts, rewards, and benefits, helping you save money every day
• Employee Assistance Program
• Refer a Friend Scheme

As a Traincrew Customer Service Co-ordinator, you will play a key part in the co-ordination of the Elizabeth Line train service through timely and clear communications with both train drivers and controllers.  Based at Heathrow CTA T2/3 railway stations, you will be a part of the Control team and will support the Duty Control Managers, Traincrew Resourcing Managers and the Customer Experience teams to co-ordinate our frontline resourcing during service disruption.

This is an exciting time to join GTSR Elizabeth line as we look to open our new Central Operating Section offering new journey opportunities through Central London.

Roles & Responsibilities: 

• Co-ordinate train crew during service disruption to ensure a robust train service is delivered to our customers.
• Monitor last minute platform changes and ensure these are communicated to train crew.
• Use signal maps and designated GTSR applications to track train movements, locations, and platform status. To provide accurate guidance to drivers to ensure they are situated at the correct end of platform, to facilitating smooth operations particularly during disruption.
• Using available I.T., identify from TMIS & Carriage Working Notice required crew change at home location.
• Monitor timing schedule for incoming trains and ensure awareness of ‘pass’ drivers on these services.  Co-ordinate contingency with Duty Control Manager.
• Track the use of spare or stand-by driver use and ensure that this is communicated with the Traincrew Resource Managers and Duty Control Managers as necessary.
• Ensure that all relevant safety rules and procedures are adhered to at all times.
• Work alongside the Duty Control Managers to co-ordinate service delivery & service recovery principles across all GTSR Elizabeth line routes and return to normal service as swiftly as possible.
• Co-ordinate suitable resource coverage during contingency plans and assist with any reviews into the content and operability of these plans.
• Ensure that communication with traincrew and other stakeholders is conducted in a clear, professional and polite manner.
• Monitor and record train arrival and departure times to reduce requirement for drivers to submit performance reports at these locations. Additionally, leverage on information on inbound and outbound trains times to monitor personal need break (PNB) and Cab Environmental Break (CEB) risk and communicates any risk observed to control.
• Ensure that all relevant information regarding the resourcing of GTSR Elizabeth line trains is accurately and consistently recorded.
• Actively employs HOT and WHAT security protocol to continuously carries out dynamic security check whilst working on the platform for the safety of colleagues and public at large.
• Follow the Accuracy, Brevity, and Clarity (ABC) model for all communications to maintain effective information transmission and a clear audit trail useable for investigatory purpose.
   

Candidate specification: 

• At least 18 years old
• A good understanding of our geographic route.
• A good understanding of railway operations or other transport operations and customer experience.
• Ability to work in a high pressure, fast paced environment.
• High level of planning and organising skills.
• Strong communication skills.
  
  

Key Skills and Competencies:

• Proficiency in digital communication tools (Teams).
• Attention to detail for accurate logging.
• Ability to perform under pressure.
• Effective use of the ABC communication model.
• Adaptability for new processes.
  
  

About Us

We’re proud to work with some of the UK’s most iconic brands. Our venues, include Tottenham Hotspur Stadium, Jaguar Land Rover, Tesco, and BBC StudioWorks. Join over 5,000 team members delivering security, events, cleaning, and facilities services across the UK.

We’re committed to creating a diverse and inclusive workplace where everyone can thrive. We welcome applications from parents returning to work, career changers, and those with a passion for making a difference.

Equality, Diversity, and Inclusion

At Carlisle, Equality, diversity, and inclusion is a core focus in all areas of employment. This includes recruitment and selection, training and development, and promotion. We actively encourage applications from underrepresented groups. We judge all candidates solely on merit and ability.

We employ amazing individuals from all races, genders, sexual orientations, and religions. We have a culture where employees can feel appreciated and valued at work. This culture is free from unlawful or unfair discrimination and values diversity.

We always treat each other fairly and with dignity and respect. Creating an environment where we can all do something amazing for the company and ourselves.