Live Customer Operations Room Operator

Live Customer Operations Room Operator

Final date to receive applications: 19 August 2026

Department: Stations

Employment Type: Full Time

Location: Upminster Station

Reporting To: Stephen Nash

The post holder will be responsible for all aspects of Live Customer Operations Room (LCOR) operations in accordance with business requirements. Assist station staff and the management team in providing exceptional customer service.

• Monitor live dashboards for key business functions.
• Respond to alerts and enact appropriate workflows in line with operational protocols.
• Support the LCOR Manager in analysing operational data and trends (e.g., gate usage, incident response times etc) to identify opportunities for improvement.
• Use provided CCTV systems to verify incidents and support remote station oversight.
• Manage the Retail Management Centre during periods of disruption, reporting to first line On Call Manager, coordinating with SDC stations and all relevant teams.
• Implement real-time redeployment of station staff, revenue protection staff and security providers, based on operational needs and gaps.
• Collaborate with cross-functional teams (e.g., Revenue, IT, Finance, HR, Accessibility) and external partners as required to deliver LCOR objectives and support business priorities.
• Initiate planned workflows, for example, winterisation procedures or crowd control protocols.
• Maintain clear logs of events, actions, and handovers during and between shifts.
• Escalate critical issues to senior managers, control teams, or safety personnel as required.
• Liaise with station teams to confirm incident details and implement response actions
• Attend all training courses/staff briefings
• Support the LCOR Manager in ensuring station operations always adhere to a high standard.
• Comply with LCOR procedures and guidelines.
• Respond to emergency situations in accordance with c2c and industry guidelines.
• Identify issues with faulty assets, raising or chasing faults as needed.
• Provide out of hours contact for station staff.
• Embrace change and innovation by participating in pilots, trials, and the adoption of new systems or processes that enhance LCOR performance.
• Contribute to a resilient, positive and flexible team environment, participating in a 24/7 roster.

• Ticket Office or Gateline experience is essential.
• Understanding station operations, including gate management and customer flows.
• Knowledge of the c2c network including its geography.
• Comfortable working with digital tools and live data platforms
• Highly effective communicator across verbal and written channels.
• Able to follow escalation protocols and act quickly during disruption.
• Strong attention to detail and situational awareness.
• Flexible and adaptable team player, open to new systems and processes
• Ability to multi-task and prioritise duties during periods of high pressure.
• Calm and clear decision-making under pressure.

This role follows a shift pattern that consists of coverage 24/7 - please only apply if you are able to do shift work.

• 25 days annual leave plus 8 days bank holiday
• Discounted travel
• Pension scheme
• Access to Employee Assistance Programme (EAP)