Job Description

Date:

27 Jan 2026

Location:

Romford Rail Operating Centre, RfL (Infrastructure) Ltd

Company:

TfL, GLA or OPDC


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Key Information

Job title:

Incident Support Controller

Salary:

40,500.00, The unsocial hours allowance will commence only once you start the 24/7 roster which will be after successful completion of your training.

Grade: ISC

Contract type:

Perm, RFLi

Reference:

3651

Location:

Romford RCC

Application closing date:

Tuesday 3rd Feb @ 23:59hrs.



This is a safety critical role so you will need to get clearance from our Occupational Health team before you start.

Overview of role

The Elizabeth line is the high-frequency, high-capacity railway for London and the South East. Typically carrying up to 800,000 passengers each day demands a highly trained, skilled and cohesive team.

In this role, the Incident Support Controller will support the Service & Infrastructure Manager (SIM) with incidents that occur on the Elizabeth line ranging from infrastructure failure, operational and weather related incidents as well as critical and major incidents that may occur on the network.

You will play a key role in keeping both our internal and external stakeholders informed on how the network is operating and updating them on incidents that occur on the network through timely and accurate messaging.

This is a Safety Critical Role working across 24/7/365 shifts.

Key Accountabilities

You work will include, but not be limited to:
Supporting the SIM as required with rail operations, incident management and other tasks as directed. Play a leading role in ensuring all incident management requirements are met in a prompt and timely fashion. During periods of disruption, issue messaging that ensures relevant internal and external stakeholders are kept informed. In addition, provide regular updates to stakeholders on how the network is running including relevant performance updates. Maintain a daily log of all relevant train running information and events, using the available systems in accordance with the relevant company standards and instructions. Act as a point of contact within RfLI for Network Rail Anglia and Western routes with respect to route controls and applicable signalling centres within Network Rail interface routes. Working with the Operations Improvement Manager to ensure the relevant actions and learnings from the daily performance call are captured and followed up with the relevant teams. Carry out other duties as directed by the SIM and/or Operations Improvement Manager.

Skills, Knowledge & Experience

Skills

Ability to communicate and influence effectively with rail industry stakeholders. Ability to plan course of action for self and others. Ability to work to clear and concise operating instructions and procedures. Ability to work within a multi-disciplined team. Ability to work within a busy control room environment. Ability to multi-task.

Knowledge

Good geographical knowledge of the Elizabeth line (desirable) Good computer skills and proficient in Microsoft Excel and Word (essential) Knowledge of industry and incident management protocols such as JESIP (desirable)

Experience

Supporting and communicating critical action in real time (desirable). Managing, responding, and recording information in real time (desirable). Previous experience working within control, logistics or operational environments (desirable). Previous experience in working with incident management procedures and protocols (desirable).

Equality, diversity and inclusion

We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.

Application Process

Please apply using your CV and a one page (maximum) covering letter. PDF format preferred and do not include any photographs or images.

Please think carefully about the skills, knowledge and experience outlined in the job description and ensure your CV and cover letter reflects the requirements of the role you are applying for. Short listing will be carried out on the basis of answers to any pre-screening questions and the information on your CV and covering letter.

The closing date for applications is Tuesday 3rd Feb @ 23:59hrs

There will be a face-to-face interview/assessment in London on Thursday 19th Feb 2026.

Benefits

In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the level of role but mostly include the below:

Final salary pension scheme Free travel for you on the TfL network Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow Tax-efficient cycle-to-work programme Retail, health, leisure and travel offers Discounted Eurostar travel


We will make every effort to give you as much notice as possible, however some interviews/assessments could be organised at short notice:

There will be a face-to-face interview/assessment in London on Thursday 19th Feb 2026.