Job details

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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 the senior operational representative on the ground for Heathrow Express, providing daily oversight of the service and monitoring performance of HEx contractors via daily delivery and KPI outputs. This role includes the support of an "on-call, out of hours" roster.

Key Accountabilities

  • Monitor day to day train service and contractor performance
  • Develop productive working relations with contract partners and other stakeholders
  • Report and follow up customer and HEx colleague incidents and accidents
  • Manage incidents, implement emergency procedures
  • Develop Standards, Policies, and Projects to improve the HEx train service
  • Support HEx Commercial and contracted customer facing teams to deliver optimum customer experience
  • Provide management support and information to the Train Services and wider HEx team

Technicial Aspects

  • Train performance – delay attribution and train monitoring systems (TRUST / BUGLE)
  • Disruption Management – monitor adherence to agreed contingency plans. Effective communications
  • Stakeholder Management - develop relationships with contract partners at all levels
  • Accident and incident – first response; tunnel evacuation procedures


  • To provide day to day contact with contract partners (GWR; HAL Rail) at an operational level. Develop positive working relationships with teams and management on the ground to ensure that the service is delivered in line with HEx customer expectations and the contractual agreements
  • To respond to accidents / incidents involving HEx colleagues and passengers. Carry out initial investigations and recommend next steps. Log and follow up actions
  • Day to day management of the contract KPIs with GWR, HAL Rail etc. Develop and present data as required at the contract reviews. Monitor cleanliness and function of Cl 387 trains as per Services Agreement
  • Day to day oversight and reporting of service performance for delay attribution / compensation. Contribute to development of contingency plans where appropriate. Attend working groups to ensure HEx timetable, planning and performance requirements are represented
  • To support the CEM / Sales teams as a point of escalation / resolution for customer related issues. Agree customer communications to be sent out via website and social media team
  • 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 and other incident responses. Monitor / coordinate the transfer of service information to customers during disruption (PIDD)

Qualifications and Experience

  • Experience in a rail operations environment
  • Experience/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 experience of working in a front line management/railway operations
  • Proven experience operational management, contract management and strong communication skills
  • The management of incident and investigation handling
  • Demonstrable skills in planning and provisioning

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.


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