Senior Customer Service Control Manager (3126)
- Salary:Competitive along with great benefits
- Location:Rail Operations Centre (ROC Three Bridges)
- Contract Type:Permanent
- Closing Date:7 September 2025
We're looking for a highly motivated Senior Customer Service Control Manager to lead the delivery of accurate, timely, and high-quality customer and staff information from our Control Centre at Three Bridges.
This is a pivotal leadership role, where you will inspire and direct a team of Customer Service Control Managers to ensure our customers, colleagues, and industry partners always receive the right information at the right time especially during periods of disruption.
You'll play a central part in shaping how GTR communicates in real time, acting as the voice of the customer within Control, and driving continuous improvement in our customer experience and communication standards.
What you'll be doing
- Leading, motivating and developing your team to deliver outstanding real-time information and customer experience standards.
- Providing an onsite presence in the Control at critical times to support command and control and major incident management.
- Delivering the Control Information Strategy, creating a consistent approach to customer and staff communications across the business.
- Acting as the key link between Control, wider business teams (including Operations and Network Delivery), as well as industry partners and external stakeholders.
- Embedding customer-focused decision making in all operational processes.
- Driving improvements in the Passenger Information During Disruption (PIDD) process and incident reviews.
- Managing all aspects of people leadership for your team, from performance and welfare to training and development.
What we're looking for
- Proven leadership experience in a fast-paced, customer-focused environment (rail, transport, or other complex industries desirable).
- Strong communication and influencing skills, with the ability to engage stakeholders at all levels.
- A passion for putting the customer at the heart of decision-making.
- The resilience and calm approach needed to manage major incidents and disruption effectively.
- Experience of leading teams through change and driving performance improvements.
Why join us?
At GTR, you'll have the opportunity to make a real impact on the daily journeys of thousands of customers. You'll be part of a collaborative leadership team, with the scope to shape how customer information is delivered across the railway and set new standards for the industry.
Benefits
Pension
Staff Travel
Childcare Vouchers
Extra Holidays
Discount Scheme
Long Service Awards
Employee Assistance Programme
The Transport Benevolent Fund
In-House Occupational Health Department
Cycle to Work Scheme
Testimonials
What our staff say
“I work as part of the Fleet Infrastructure team, which means ensuring our 18 Engineering locations operate safely and efficiently. We oversee all building and track maintenance works as well as various minor and major projects across the network.”
Hannah Richards
Fleet Infrastructure Administrator
“I started in a small ticket office back in 1996 and have continued to work my way up ever since. A previous manager told me about a job he’d seen advertised for a trainer. ’d never considered a job in HR or mentoring before then, but he said I’d be perfect for it and I haven’t looked back since!”
Zoey Hudson
Head of Talent, Diversity and Inclusion
“Since April, I’ve helped to support our Kickstart Scheme. It’s been a really rewarding process to be part of because I know first-hand how tough it can be to find work once you’re out of it.”
Jack Gow
Mobile Station Manager
“I love the freedom that comes with being a train driver. Obviously, there are rules and regulations to follow as well as duties and commitments to carry out, but in a way, you’re sort of your own boss, which is nice.”
Ashley John
Train Driver
“I’m a Thameslink passenger host and team leader based at Luton station and I’m currently doing a Level 3 Supervisor apprenticeship so that I can improve my skills even further. I was hesitant to do the apprenticeship at first because of my age – I left school over 60 years ago without any qualifications! It’s been hard to get back into the routine of learning again.”
Bob Bryce
Passenger Host Team Leader
“It was my brother’s suggestion to join the railway. He was already working in the industry and knew I had some university bills to pay off so told me to give it a go, get out of debt and see what I wanted to do next. After a while, it just felt like actually – this is exactly where I’m meant to be. I’m part of a great team and the on-board department as a whole are brilliant to work with. I feel at home here.”
Tonderai Matizha-Johnson
Area Operations Manager
“When I saw that GTR was advertising places for its apprenticeship scheme I looked into it straight away because I thought it was a great opportunity to learn whilst getting real life experience in a 9-5 job. I applied for a level three business administration apprenticeship and was thrilled to find out I had a place on the course! I was so excited that I didn’t even mind it was based 250 miles away from where I lived.”
Harriet Dee
Team Administrator
“Working for GTR is very rewarding and fulfilling. You really feel like you're making a difference to customers, no matter what role you're in as at the end of the day they're the heart of our business. I’ve had lots of opportunities to explore other aspects of the business including supporting our station staff and gaining my Train Dispatch Licence which has been enriching for my experience here.”
Maggie Luckhurst
Platform / Train Dispatch
“If you’ve always had an interest in rail, or maybe you’re just curious to find out what working in the railway might look like, GTR is the operator to go for. Not many companies do an official work experience program and this unique opportunity will give you a good grounding with varied activities to help you find the best place in the railway for you. It certainly did it for me.”
Nathaniel Owen
Station Manager