Job details

Various locations

Sorry, this vacancy is now closed

Lead Duty Manager- Internal Applicants only
Various locations
Contract type
Service proposition
Closing date

Please only apply if you are a current Heathrow Express Employee

This role is to lead and coordinate the HEx Duty Managers, ensuring alignment with the Train Services team and the wider Heathrow teams. This role includes the support of an "on-call, out of hours" roster.

Overall purpose of the role and key accountabilities

  • Lead and line manage Duty Manager team
  • Work closely with Train Services ELT to ensure DM outputs are aligned to support contract management and  performance and resilience and assurance objectives
  • Work closely with Customer Experience / Sales ELT to align DM function with Commercial objectives
  • First line On Call for HEx and APOC
  • Represent HEx at industry and project working groups

Technicial aspects of the role

  • Train performance – Level 1 delay attribution, monitoring TRUST/BUGLE
  • Disruption Management – monitor adherence to agreed contingency plans. Effective communications
  • Stakeholder Management - develop relationships with contract partners at all levels
  • Accident and investigation – On ground, first response incident investigation


  • To carry out the role of Duty Manager as required
  • To line manage and lead the Duty Manager team, and represent them in the wider business. To develop the Duty Managers as a team and as individuals
  • To work closely with the Rail Relationships Manager to align team outputs to aid management of key contract partners. Attend periodic contract reviews as required
  • To work closely with the Performance and Resilience Manager to develop, monitor and deliver excellent service performance and incident recovery measures. Ensure DM representation at working groups / table tops / exercises as required
  • Work closely with the Assurance Manager to identify trends or potential areas for improvement in the delivery of contracted services
  • To be first line On Call for HEx and first liaison with APOC. HEx contact point with GW Control / TVSC for implementation of contingency plans. Manage the transfer of service information into iHEX during disruption and carry out the duties of the CIL role

Qualifications and Experience

  • Experience working as a HEx duty manager
  • Experience in a rail operations environment
  • Working knowledge of performance regimes, NR interfaces
  • Working knowledge of performance systems and applications
  • Stakeholder management skills
  • Experience of working collaboratively with contractors to deliver business improvement in an operational environment
  • Proven operational and line management experience
  • Ability to manage incidents and investigations
  • Leadership skills

Our Behaviours

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.

Core Behaviours: Work as a team, Focus on Results, Look after our Customers, Build Relationships, Take ownership, Look for improvements

Leadership behaviours: Drive change, Think Stragically

There are five levels of behaviour that should be displayed when working as a team, with other teams across Heathrow Express and with our customers and suppliers. Not all levels are appropriate for every role, and the levels may differ depending on the behaviour. These levels will be discussed and agreed as part of the performance management process and/or as part of a regular meeting with the role’s line manager.