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Service Controller
Various locations
Contract type
Service proposition
Closing date

An opportunity has arisen to join the Heathrow Express Operations Team as a Service Controller.


Overall purpose of the role and key accountabilities

To monitor train and station operations, take executive action to restore disrupted services, keep staff and customers advised and implement emergency procedures.

Top 6 responsibilities


  • Monitor the progress of each train to see that the service timetable is met and advise staff and customers of any alterations
  • Activate safety critical emergency procedures in serious incidents and operate ventilating and emergency equipment to minimise risks to life and property
  • Influence the Network Rail IECC in its management of disruptions to optimise the outcome for Heathrow Express in accordance with the Track Access Agreement
  • Instruct staff on revised service patterns in the event of disruption in order to resume normal working as soon as possible
  • Make train, personal and staff announcements to keep customers and staff fully advised of any circumstances that might affect them.
  • Watch CCTV screens and other control indicators to detect abnormalities and initiate action to remedy these conditions


   Skills & Knowledge


Postholders must be fully conversant with the company’s operating and emergency procedures and have a working understanding of all control room equipment. They need to be decisive and calm in crisis situations. They must be conscious of the need to please customers continually by responding helpfully to their enquiries. They must be safety qualified by attending these courses: Fire Training, Personal Track Safety Certificate, Safety Awareness, Risk Assessment Course for allocated staff. Controllers must maintain sufficient personal expertise to ensure Heathrow Express complies with Railway Group Standards relating to control room operations and read the following documentation: Rule Book, Sectional Appendix, Weekly and Periodic Operations Notices requesting clarification of any point which is not understood.


Our Values


At Heathrow Express, the way we behave is equally as important as what we achieve. Everyone needs to ensure they support our values which guide our decisions in the way we work. Our behaviours show us what good looks like on a day to day basis, and are the everyday demonstration of our values. They include six key values:


Keeping Everyone Safe

Treating Everyone with Respect

Giving Excellent Service

Working Together

Doing the Right Thing

Improving Every Day


Behavioural Criteria


Must be capable of moderate physical activity, be medically fit and meet accepted standards for visual acuity, colour vision, and hearing. Must wear the following clothing as directed, High Visibility Vest, Safety Footwear, Hard Hat in appropriate circumstances High Visibility Wet Weather Clothing.


Open Day sessions will be on Wednesday 29th August and Wednesday 5th September.


Open Day

We’ll be steering  two (2)  Open Day sessions. This is a fantastic opportunity to meet the team and see the operation first-hand.

The available slots are as follows:

10:00 - 11:00

11:30 - 12:30

13:00 - 14:00


Due to space we can only permit 10 visitors per slot. Slot allocation will be issued on a first-come basis.


Location: Please meet 5min prior your assigned slot, Heathrow Express Central Station opposite the ticket vending machines.

Parking: No parking is provided. If you wish to use a public pay & display carpark, please use Terminal 3 short stay car park.  

Train: Nearest train station is Heathrow Central Terminal station (serviced by Heathrow Express & TfL Rail)

Tube: Nearest Underground tube station is Heathrow Central Terminals 2 & 3


Contact: To book your preferred slot, email Egon Arendse Any issues on the day, call +44 (0)77 931 49955

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