Incident Manager

First Group; Swindon; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading transport provider in the United Kingdom seeks an Incident Manager to coordinate responses across its network. This role requires a strong leader to manage incidents and ensure customer focus while working within a fast-paced environment. Key responsibilities include incident management and effective stakeholder communication. The ideal candidate will possess excellent communication skills and the ability to influence outcomes, with training provided for a recognised assessor qualification. Shift work is required as the role entails 24/7 operations.

Qualifications

• Confidence in leading teams within a fast-paced environment.
• Ability to influence and engage stakeholders at all levels.
• Strong leadership capabilities.

Responsibilities

• Manage train and infrastructure-related incidents.
• Initiate interventions to facilitate recovery to timetable.
• Proactive communication to customers and colleagues.

Skills

Leadership in high-pressure environments

Excellent verbal and written communication

Stakeholder management

Sound judgement and decision-making

Influencing skills

Education

Recognised assessor qualification or willingness to train

Job description

Who are we?

GWR is the proud custodian of Brunel’s railway - one of the most prestigious networks in the world. We have some of the newest trains in the country and exciting plans to extend our services. With more than one hundred million passenger journeys each year, we carry people to over 275 stations in the South West, from Cornwall and South Wales to London, passing through beautiful country and some of the UK's top tourist destinations.

We are transforming the way people think about train travel, empowering our team of over 6,000 people from all different backgrounds to make it a great experience for our customers. Together, we will revalue rail as a very special way to travel – relaxing, fast, efficient, friendly and fun.

About the team:

The Train Service Delivery team is responsible for the day-to-day management and delivery of the GWR service to its customers. We deliver all components that make up the service that includes, managing the train plan, Customer Information, Area Operations, and when required, train service recovery. We deliver service management, incident recovery, and support tactical performance improvement.

About the job:

The Incident Manager leads and coordinates the tactical response to incidents across the GWR network to deliver the best service for our customers, colleagues & stakeholders ensuring a safe, timely and high performing railway.

Your main responsibilities will be:

The Incident Manager takes charge of leadership from a GWR perspective for:

• Management of train & infrastructure related incidents
• Management of on the day performance within established parameters
• Initiate interventions to train running delays to facilitate recovery to timetable
• Effective decision making which puts the customer at the heart of our focus.
• Work with Infrastructure Managers to ensure maximum route availability within a degraded state.
• Proactive communication to customers and GWR colleagues

You’ll need to be:

A strong and effective leader with the ability to:

• Build positive, trusted relationships with your team and key stakeholders across the business, including Network Rail and other Train Operating Companies
• Bring people together in high-pressure situations to coordinate service alterations and contingency plans
• Place customer experience at the heart of decision‑making
• Consider the impact of decisions and actions on colleague wellbeing
• Drive, inspire, and role‑model excellence
• Improve collaboration and ways of working across the business

As a minimum, you’ll need to demonstrate:

• Confidence in leading teams within a fast‑paced environment
• Excellent verbal and written communication skills
• The ability to influence and engage stakeholders at all levels
• Sound judgement, with the ability to make timely, informed decisions in a rules‑based environment
• Strong leadership and stakeholder management capability
• A recognised assessor qualification, or the willingness to train towards attaining one

Working Pattern:

Shift Pattern – Yes 24/7

The successful candidate will undertake training of around 3 months, comprising on the job training, classroom training, and an appreciation of the different roles within Control. For details of the competence management system against which controllers are assessed, please reference IMS‑0857‑01.

For more information regarding the application process, please contact the Recruitment Team

[e-mail]

We all belong at GWR.

This is our vision for providing an inclusive environment for all our colleagues, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA, ethnicity, religion and disability. We maintain zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition such as dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.

https://exceptionalindividuals.com/neurodiversity/

https://www.healthassured.org/blog/neurodiversity/