London Rail Replacement Controller

The London Rail Replacement Controller is responsible for the effective on-site management, regulation and delivery of planned and emergency rail replacement bus services.

The role ensures that replacement bus services are operated safely, reliably and efficiently, with particular focus on service regulation, punctuality, passenger experience, communication and the effective deployment of drivers and vehicles.

Controllers act as a key operational link between drivers, other controllers, the London Rail Replacement team, Control, station staff and the relevant client or transport authority.

The Controller is expected to take proactive action when disruption occurs, using sound operational judgement to maintain an even and reliable service and minimise inconvenience to passengers.

• Service Management & Regulation - Monitor and regulate rail replacement bus services to maintain the timetable, even headways and reliable service delivery. Take appropriate action to manage gaps, bunching and late running.
• Driver & Vehicle Coordination - Ensure drivers and vehicles are correctly positioned, ready for service and operating in accordance with the planned schedule, route and operational instructions.
• Passenger Management & Customer Service - Assist passengers with replacement service information, boarding arrangements and onward connections, helping provide a smooth train-bus-train transition.
• Disruption Management - Respond proactively to delays, traffic congestion, breakdowns, missing vehicles, road closures and other operational problems, including coordinating standby resources where appropriate.
• Operational Communication - Maintain effective communication with other Controllers, drivers, Control, station staff and relevant stakeholders, escalating issues that could affect service delivery.
• Safety Management - Maintain safe passenger boarding, alighting and interchange arrangements, identify operational hazards and ensure safety remains the priority in all decisions.
• Service Performance Monitoring - Monitor departures, passenger demand, service gaps and vehicle utilisation, taking corrective action where necessary to maintain an effective service.
• Passenger Information & Accessibility - Ensure passengers receive clear and accurate information and that accessibility requirements are supported, including appropriate action where onboard information or announcement systems are unavailable.
• Incident Management & Escalation - Respond appropriately to accidents, incidents, emergencies and significant service failures and promptly escalate serious issues through the appropriate channels.
• Operational Reporting - Maintain accurate records of significant delays, incidents, lost journeys, passenger numbers, standby deployments and other operational issues.
• Stakeholder Liaison - Act as an on-site operational point of contact, working professionally with station teams, clients, transport authorities, subcontractors and other operational partners.
• Professional Standards - Maintain a visible, professional and proactive presence throughout the operation and represent Transport UK London Bus to a high standard.

• Strong communication and customer service skills.
• Ability to remain calm and make effective decisions under pressure.
• Good organisational and problem-solving skills.
• Ability to monitor and regulate services to maintain punctuality and even headways.
• Good understanding of operational and passenger safety.
• Ability to manage disruption, including delays, breakdowns and missing vehicles.
• Ability to work independently and as part of a wider operational team.
• Confident using mobile devices and operational communication systems.
• Good attention to detail and ability to accurately follow timetables and operational instructions.
• Knowledge of bus, rail replacement or public transport operations is desirable.
• Knowledge of the London transport network would be advantageous.
• A proactive, professional and customer-focused approach.
• Must own a smart phone device.