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Bus Station Controller

Job Title: Bus Station Controller
Contract Type: Permanent
Location: London
Start Date: ASAP
Reference: 031591
Job Published: October 09, 2019 11:21

Job Description

Bus Station Controller 031591
Organisation - Bus Operations
Job - Bus Operations
Position Type - Full Time
Salary - £36,131
Location – London (Various)
This role is Operational Grade BSC
Multiple vacancies
Overview of project/role


Transport for London (TfL) leads the way as a unique public service – and it's a great place to develop your career. We treat our staff with the same commitment we give our customers; their satisfaction is a measure of our success.


If you are passionate about customer service and get a real buzz from helping people, come help us demonstrate that "every journey matters", and ensure that our customers remain at the centre of everything we do here in Bus Operations. Not only will you enjoy a highly competitive salary and benefits package – you will also be part of a team committed to exceptional service delivery.


We are looking for friendly, reliable, helpful people with outgoing personalities and a genuine passion for delivering outstanding service and safety standards. We are looking for confident people who can quickly take in information about our services, become experts on their local working areas and promote a positive image at all times.


You must also be prepared to work a shift pattern, in different weather conditions and spend time on your feet and outside.


You will be the face of TfL at our bus stations, responsible for managing the operation of bus stations and interchanges. You will work without direct supervision, managing the flow of buses within the station and acting proactively to ensure the safety of customers and operator’s staff.


You will advise customers on their journeys with real time information, whilst providing a welcoming presence throughout the station.


Key Accountabilities

Customer service
Deliver world-class service by actively providing assistance to customers, including those with special requirements, with bus service and onward travel information
Incidents and emergencies
Assist to ensure the safety of customers and other stakeholders, and to restore service as quickly as possible, in line with TfL Bus Operations rules and procedures (as directed)
Take steps to prevent overcrowding and assisting customer flow and bus station evacuation where necessary
Respond to and report all incidents affecting the TfL network, within the bus station and surrounding area
Station support
Supervise the operation of the bus station. This includes carrying out safety checks, resolve local issues or report defects as required
Ensure the efficient use of space by operators; at bus stations and local interchanges
Monitor and report all potential or actual problems and take the necessary steps to ensure immediate safety and seek remedial action
Ensure that all bus station stakeholders comply with TfL’s Code of Conduct for the Operational use of Bus Stations
Be familiar with all operators’ contractual requirements and ensure these are fulfilled. Take necessary action to resolve conflicts of interest and draw them to the attention of senior management where local resolution is not successful
Stakeholder Engagement
Disseminate information relating to bus disruptions to relevant stakeholders; including bus operations and the Network Management Control Centre
Establish and maintain good working relationships with all stakeholders using the facility or interchange
Skills, Knowledge & Experience



Ability to analyse information and make decisions (Essential)
Ability to work effectively with stakeholders to achieve effective business results (Essential)
Good relationship building and collaboration skills (Essential)
Proven ability to work as part of a team (Essential)
Excellent written & verbal communication skills (Essential)
Ability to use Microsoft Office (Essential)

Understanding of Health & Safety and other relevant legislation, and their application (Essential)
Understanding of London’s bus operations and operators, and other public transport modes (Desirable)

Experience of delivering excellent customer service in a busy environment (Essential)
Experience at supervisory or management level (Desirable)
Equality and Diversity


We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, ethnicity, gender, sexual orientation, age or disability status.


Application Process


Please read carefully.


Please apply using your CV and a two page covering letter.


Think carefully about the skills, knowledge and experience in the advert and cover this in your CV and cover letter.


Candidates who are successfully shortlisted will undergo an assessment day involving a written data interpretation test, a role play and a written communication assessment. Those who pass this stage of the process will be invited for a competency based interview on a separate occasion.

Assessments are provisionally scheduled for dates between 18 November  2019 and 13 December  2019. Whilst we will make every effort to give candidates as much notice as possible we may need to invite applicants at short notice, or on dates outside this remit, and our ability to be flexible may be limited. 


The closing date for applications is 22 October 2019 @ 23:59


We may close this advert early if we receive a high volume of suitable applications. 




In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the business area but mostly include:

Final salary pension scheme
Free travel for you on the TfL network
A 75% discount on National Rail Season Ticket and interest free loan
30 days annual leave plus public and bank holidays
Tax-efficient cycle-to-work programme
Retail, health, leisure and travel offers
Discounted Eurostar travel

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