Incident Support Controller Instructor

Job title: Incident Support Controller Instructor

Salary: £45,250

Grade: ISC Instructor

Contract type: Permanent

Reference: 5595

Location: Romford EL RCC

Final date to receive applications: 01/11/2026 at 23:59pm

All offers of employment are subject to satisfactory right‑to‑work checks. Candidates must be able to demonstrate their right to work in the UK. At the present time TfL is unable to offer visa sponsorship for this role.

In this role you play a key incident management role, supporting the Service & Infrastructure Manager with incidents that occur on the Elizabeth line ranging from infrastructure failure, operational and weather related incidents as well as critical/major incidents that may occur on the network. You will also 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.

On top of the above, you will also be responsible for coaching and mentoring new/existing Incident Support Controllers (ISCs), ensuring staff achieve and maintain competence to carry out their role to Rail for London's standards of safety, quality, efficiency and customer service.

• Supporting the Service & Infrastructure Manager 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.
• If so required, operate the performance monitoring and delay attribution system where competent, to ensure delays are accurately recorded and attributed to responsible managers.
• Act as a single point of contact within Rail for London Infrastructure (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 Management team 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 TfL Service & Infrastructure Manager and/or Operations Improvement Manager.
• Instruct and guide trainee ISCs and other staff that require training/familiarisation on the practical aspects of the role.
• Review trainee progress, continually monitor performance, providing feedback and reporting on progress, devise Individual Learning & Development Plans and associated Action Plans as necessary.
• Assess new and existing ISC staff to ensure that they develop and maintain RFLI competence standards.

• Ability to communicate and influence effectively with rail industry stakeholders.
• Ability to plan course of action for self and others, running time, resources and surrounding circumstances to deliver objectives.
• 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.
• Ability to deliver feedback in an objective/constructive manner, assess candidate’s competence through a range of approved methods and follow processes through consistently from end to end.
• Play part in improving safety by helping staff anticipate, identify and mitigate errors…