Location
197 Blackfriars Road, London SE1 8JZ

Hours
Monday to Friday, 9.00am to 5.00pm, 35 hours per week

Salary
£27,944 per year

About the Role
Service Controllers manage the entire London Underground train service safely and efficiently, ensuring published timetables are operated and optimum train service is maintained, especially following disruptions. Often described as the air traffic controllers of the London Underground, Service Controllers communicate quickly, clearly, and precisely with various teams in many scenarios. You will learn how different operational areas work in partnership with Service Control to provide a reliable service and how to make fast, impactful decisions during planned, unplanned, and emergency situations, communicating these to relevant teams to ensure continued service to customers.

Your apprenticeship will focus on building this understanding through hands-on experience and placements across the organisation. You will actively contribute to operational activities alongside Station Assistants, Station Supervisors, and Train Managers, taking on roles that build confidence and deepen your understanding of how frontline operations connect with Service Control. This apprenticeship prepares you for the necessary learning to qualify as a Service Controller on the network.

Key responsibilities include monitoring and updating real-time service information, managing multiple communication channels to provide timely updates, supporting incident response by gathering and relaying critical information during service disruptions, accurately recording operational data and performance metrics, collaborating with frontline teams to influence service delivery decisions, prioritising tasks under pressure, using signalling and control systems to maintain safe and efficient train operations, and contributing to continuous improvement by identifying issues and suggesting practical solutions.

The ability to communicate clearly and effectively, along with imparting knowledge of service control operating and safety procedures, is vital to success in this role.

Qualifications
GCSEs in English and Maths at grade A*-C or Grade 4 and above are essential. Candidates with other relevant qualifications and industry experience are encouraged to share these, as the apprenticeship can be tailored to reflect existing knowledge.

Skills
- Strong communication skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Administrative skills
- Number skills
- Analytical skills
- Logical thinking
- Team working
- Ability to work well under pressure

Other Requirements
Placement locations may vary based on rotation schedules. A willingness to learn and adapt in a fast-paced environment is essential.