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Operations Signalling and Control

Thank you for your interest in applying for this TfL Apprenticeship Scheme.

We’d like to remind you that you must ensure you are eligible for this scheme before applying. Please read through the eligibility criteria below carefully and ensure that you are eligible before applying.

This application will also contain a series of questions to establish whether or not you are eligible. It is important that you take great care in reading and answering these questions as we will not be able to revert your application if an error is made.

Please Note: We only allow one application for any of our Apprenticeship schemes per year. Any subsequent applications will be withdrawn

Operations Signalling and Control

Level
3

Location

London

Duration

2 years apprenticeship, followed by 6-12 month Service Controller traineeship

Salary

£23,404

Fun Fact

There are 1,485 tubes on the London Underground network which carry 1.3bn tube passengers per year.

Job overview

Service Controllers proactively manage the train service safely and efficiently and in the best interests of our customers. They are the air traffic controllers of London Underground, doing all that is necessary to achieve and maintain the working timetable on a daily basis. Ensuring the prompt distribution of accurate train service information to all relevant stakeholders is vital and effectively managing the transition between traffic (customer) hours and engineering hours.

What will I be doing?

In order to be an excellent Service Controller, you need to have excellent customer service skills and have an understanding of the many teams and how the roles across London Underground are affected by the work of the Service Control team. Your apprenticeship will focus on building this understanding and experiencing our operational world. You will have the opportunity to learn from experienced and qualified staff through various placements across the organisation to gain a broad spectrum of knowledge through a hands-on approach to learning.

You will also be responsible for a significant amount of record keeping and the inputting of service data and the submission of reports on failures and delays. Liaising with a wide range of people informing of train service delays and receiving information that may affect those train services. The ability to communicate clearly & effectively and the ability to impart knowledge of service control operating & safety procedures is vital.

You will then develop your understanding by shadowing with Incident Response, Line Information Specialists and the Signals Team; this is to understand how your messages as a Service Controller affect the network and how they’re actioned. You will also gain insight into other TfL services including buses and London Overground.

Placement 1 – Customer Service Assistant (CSA)

This will focus on customer service in a Customer Service Assistant (CSA) role. This will involve assisting customers with their journeys, managing the gate line in the ticket hall, security checks in the station and announcements on the platform.

Placement 2 – Customer Service Supervisor (CSS)

This will help you develop your supervisory skills assisting both the customer service managers and assistants as a Customer Service Supervisor (CSS). Your responsibilities for the day to day running of the station will increase whilst still maintaining your customer interactions.

Placement 3 – Signals

London Underground’s Signals Department covers the entire Underground Network, from Zone 1 all the way out to Zone 9. Signals are used across the network to control the movement of trains. You will be trained as a Signals Operator and spend time carrying out this role, under supervision.

Placement 4 – Trains Duty Manager

The Duty Manager for the train network is responsible for staff rotas and duty schedules, train and duty analysis and making sure the depots are managed properly.

Service Control Placement

Service Controllers proactively manage the train service safely and efficiently and in the best interests of our customers. They are the air traffic controllers of London Underground, doing all that is necessary to achieve and maintain the working timetable on a daily basis. Ensuring the prompt distribution of accurate train service information to all relevant stakeholders is vital and effectively managing the transition between traffic (customer) hours and engineering hours. You will receive this training and then be placed in a control room to further develop your skills and knowledge.

These placements, together with the own learning element of the scheme, will provide you with the tools required to complete the final assessment.

Following this you will be placed in 6-12 month traineeship as a Service Controller to further support and develop you within your role.

Where can this career take me?

This apprenticeship is designed to support you in achieving a Service Controller role.

To do so you’ll need to pass your apprenticeship assessment and complete the 6-12 months traineeship, focusing on your ability to process information and act in a highly pressurised situation.

What training and support will you get?

Training Offered

Customer Service Assistant 1 (Including Emergency First Aid)

Customer Service Supervisor

Trains and Driving Simulator

Service Operator

Incident Management

Service Control (SCL2)

For the duration of the scheme, you’ll have a business sponsor that is responsible for the design and delivery of the apprenticeship scheme. They will help secure the right placements for you and support you in your professional development. You’ll also have a dedicated Apprenticeship Delivery Manager as your mentor that’ll support and guide you sharing their knowledge and expertise throughout your placements. You will be working alongside other service controllers who will be on hand to provide wellbeing support and guide you through the shift working culture. Finally, our previous Service Control apprentices’ alumni. can answer any day-to-day questions you have and share their experiences with you.

We have an established Graduate and Apprentice Committee as well as an Alumni group, these groups are powerful networks in developing your understanding of the organisation, different apprenticeship schemes and opportunities to develop your career. Many current graduates and apprentices believe this to be a powerful support network and they often hold apprentice only events that are very beneficial to your continued learning.

You’ll also have opportunities to complete additional training courses. These will vary from soft skills training to technical skills training.

What do we look for?

Everything we do as an organisation is to ensure that our evolving city remains futureproof for millions of Londoners. Our talented apprentices form a vital part of that vision, so it’s important that we find the best people to help us do this. We’re looking for people who are;

• Able to communicate clearly & effectively

• Able to multi-task and process information quickly and accurately to inform next step learning

• Able to work in highly pressurised situations and make decisions

• Able to maintain a good level of customer service

As a member of the team, we’ll give you responsibility and the opportunity to add value. If you are excited by inspiring and influencing the future of London then this is the career path for you.

Entry requirements

You should already hold or be working towards a minimum of 2 GCSEs Grade 4 (C) and above (or equivalent) including Maths and English Language.

You are not eligible for this scheme if you currently hold or are working towards a qualification at the same or higher level in a related subject or have already studied content from the qualification for this scheme.

You must be 18 years of age before 11 September to be eligible.

Current TfL employees that want to join this apprenticeship are advised to apply but would be placed on FTC contracts and would be on the salary quoted above, if you are in a permanent position you will be required to forego your substantive position. This would not affect their years in service.

Please be advised that should you be successful in getting an offer for this scheme, your offer will be subject to a satisfactory medical which may include but is not limited to: drugs and alcohol screening, eye test and hearing test.

Application Process

The application process consists of 5 steps, including online assessments which will need to be completed within an allocated time frame. We highly recommend that you read through this document thoroughly so that you can familiarise yourself with the process. Should you need to speak to anyone within the Recruitment Team then please email the recruitment team at [email protected] or call us on 0203 005 1680 Monday – Friday 9:00 am – 17.00pm (Excluding bank holidays)