To be an excellent Service Controller, you will learn:
How to communicate quickly, clearly and precisely with various individuals in many different scenarios.
How different operational areas of London Underground work in partnership with Service Control to provide a reliable service
How to make fast, impactful decisions during planned, unplanned as well as emergency situations and communicate them to the relevant teams, thus ensuring the continued service to customers.
Your apprenticeship will focus on building this understanding and experiencing our operational world.
You’ll gain a broad spectrum of knowledge through hands-on experience, learning directly from experienced and qualified staff during placements across the organisation. As part of this, you’ll 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.
Your apprenticeship will prepare you for the necessary learning which must be achieved in order to qualify as a Service Controller on our network.
You'll also be responsible for:
Monitoring and updating real-time service information to keep the network moving.
Managing multiple communication channels to ensure timely updates for stations, customers, and operational teams.
Supporting incident response by gathering and relaying critical information during service disruptions.
Accurately recording operational data, delays, and performance metrics for record keeping.
Collaborating with frontline teams to understand and influence service delivery decisions.
Learning to prioritise tasks under pressure and adapt quickly to changing circumstances.
Using signalling and control systems to maintain safe and efficient train operations.
Contributing to continuous improvement by identifying issues and suggesting practical solutions.
The ability to communicate clearly and effectively and the ability to impart knowledge of service control operating and safety procedures is vital. Training:Our award-winning teams will support your ongoing development, through a wide range of on-the-job practical experience and placements. We'll support your professional development through a combination of training, mentoring, and networking. You'll also receive one-to-one guidance throughout the programme from your:
Apprenticeship Development Manager: Responsible for managing your overall programme and line manager responsibilities.
Placement manager: Responsible for your time while at the placement and support with your development to ensure you get the experience you need.
Scheme sponsor: A senior manager who acts as a technical and professional lead for the scheme.
Buddy: An ex-apprentice or experienced service controller operating in your desired control room to qualify in.
Training Outcome:You will be able to seek employment as a qualified Service Controller once the following is achieved:
Achieve your apprenticeship and end point assessment.
Pass and qualify as a Signal Operator (Signaller)
Pass both Service Controller courses (SCL2 part A&B)
Complete the 6-12 months traineeship
Employer Description:At TfL, our work goes beyond transport. We keep London moving – day in, day out. We’re about building stronger connections, and helping people do more of what they love. From sustainable futures to post-pandemic economic recovery, we’re constantly breaking new ground, and taking innovation to new heights. For our people, this is more than just a job. Our apprentices are pioneers, frontrunners, and mentors. And, with a culture built on support and flexibility that puts wellbeing first.Working Hours :Monday to Friday, 9.00am to 5.00pm.Skills: Communication skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Administrative skills,Number skills,Analytical skills,Logical,Team working,Working well under pressure....Read more...
