Service Control Level 3 Apprenticeship

Future of London; Greater London; On-site; GBP 20,000 - GBP 25,000; Full time

Job summary

A transportation authority in London seeks a Service Controller Apprentice to manage and ensure the safe operations of the London Underground train service. This role is an excellent opportunity to gain hands-on experience in a fast-paced environment, support incident management, and develop vital communication skills. Candidates should have a minimum of 2 GCSEs including Maths and English Language, and must be 18 by September 2026. The apprenticeship lasts 2 years and will prepare you for a future role with significant responsibilities.

Benefits

Free travel on the TfL network

Discounted National Rail and Eurostar travel

Minimum 29 days annual leave

Defined pension contribution scheme

Qualifications

• Must be at least 18 years old by 7th September 2026.
• Ability to manage high-pressure situations.
• Experience or ability to communicate clearly with varied teams.

Responsibilities

• Manage real-time information flow for safe train operations.
• Assist in incident response and operational decision-making.
• Provide effective communication to teams across the network.

Skills

Communication skills

Decision-making under pressure

Complex problem-solving

Education

Minimum 2 GCSEs Grade A* - C or Grade 4 and above including Maths and English Language

Job description

Overview

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Location: Multiple locations, TfL Corporate

Company: TfL, GLA or OPDC

Please note: This role may close soon depending on the level of interest so don’t miss out!

Thank you for your interest in applying for this role.

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 scheme per year. Any subsequent applications will be withdrawn.

Help to manage the train service safely and efficiently and in the best interests of our customers.

“Having the opportunity to work within various operational teams is such an invaluable experience and a great way to learn more about the network.”

What we offer

You will enjoy excellent benefits and scope to grow:

• Free travel on the TfL network for you and a nominee who lives in the same household.
• Discounted NationalRail and Eurostar travel.
• Defined pension contribution scheme
• Minimum 29 days annual leave (pro rata dependent on role) plus public and bank holidays
• Tax-efficient cycle-to-work programme
• Retail, health, leisure and travel offers & many more.

Duration

2 years apprenticeship in preparation for 6–12-month Service Control trainee role

Location

London

Suitable for those who can or have the potential to

• Work well in a fast-paced environment
• Manage the pressure of real-time decision making well
• Handle complex, time critical situations consistently and safely

Entry requirements

A minimum of 2 GCSEs Grade A* - C or Grade 4 and above (or equivalents) including Maths and English Language

You must be 18 years old by 7th September 2026 to be eligible for this scheme

Please be advised that should you be successful in getting an offer for this apprenticeship scheme, your offer will be subject to a satisfactory medical which may include but is not limited to: drugs and alcohol screening, hearing test and eyesight tests including Ishihara Plates and Colour Assessment and Diagnosis tests to determine colour deficiency.

7th September 2026

Job overview

Service Controllers manage the entire London Underground train service safely and efficiently and in the best interests of our customers. They ensure that our published timetables are operated safely and that optimum train service is maintained at all times and especially following service disruption.

Service Controllers are the air traffic controllers of London Underground; they maintain and communicate the real time flow of information to stations and customers by operating all customer information systems. Service Controllers are also trained and qualified to operate signalling control systems on their line as well as monitor all vital control centre equipment. You’ll often need to transition instantly from routine operations to full-scale incident management in response to sudden, complex service changes navigating cascading impacts across the network, making rapid, high-stakes decisions, and maintaining absolute composure under relentless pressure.

Service Controllers are accountable for ensuring that essential communications regarding service updates are made to other lines, maintenance and engineering teams, line-based management teams and emergency services through any and all incidents or situations, planned or unplanned. Service Controllers take the necessary action to keep the London Underground network moving!

What will I be doing?

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.

Sustainability

Sustainability is intrinsic to TfL’s work ethos, and we ensure that we operate in a sustainable way to protect and regenerate the natural world. You’ll also be able to complete placements that help deliver our green strategy and ensure TfL is a strong, green heartbeat for London.

Where this career can take you

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

To do so, you'll need to:

• Achieve your apprenticeship and end point assessment.
• Pass and qualify as a Signal Operator (Signaller)
• Complete the 6-12 month traineeship.

What training and support will you get?

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

What do we look for?

Our core values are extremely important to us, and we desire candidates who are:

• Caring about our colleagues, our customers, and our work
• Open to each other, tone of new ideas and to working together.
• Adaptable to diverse needs and willing to innovate.

Application Process

Our application system requires all applicants to upload a CV. Although CVs are not reviewed during the shortlisting process, we do use them to confirm that applicants meet the required grade eligibility criteria. You are welcome to upload a basic CV however, please ensure that the section detailing your qualifications is accurate and up to date. Please note we do not read cover letters.

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.

You will receive information and guidance around each assessment stage as you progress through your application.

Please pay close attention to emails and deadlines provided noting you have 1 week to complete online assessments and we cannot re-issue these tests once the deadline passes.

Assessment centres for apprentice roles will take place from March - May 2026, please note that many roles only have 1 assessment day and we are unable to guarantee alternative dates. We are conducting assessment centres in-person and virtually (role dependent).

Inclusive Recruitment Process

We operate a transparent recruitment process that removes barriers for candidates with a disability. Please let us know if you require reasonable adjustments for any stages of the application process.

We're a Disability Confident employer, and we offer guaranteed interviews to candidates who apply via the scheme where the minimum criteria for skills, knowledge and experience has been met.

In High Volume campaigns including Graduate, Apprentice and Intern recruitment the minimum criteria we set is achieving a pass mark in our first stage assessments, adopting a proportionate approach as part of the Disability Confident scheme.

Contact us

Please let us know if you require any reasonable adjustments. Contact the recruitment team by

• Phone: [phone] (Monday to Friday between 09:00 and 17:30)

Provider

Description

Enabled

SAP as service provider