Assessor Manager (1174)

GTS Rail Operations Ltd. is an industry-leading train operator committed to setting a new standard for travel across London

We are now seeking a motivated and experienced Assessor Manager to join our Customer Experience team.

What you will do:

 As the Assessor Manager, you will play a critical role in ensuring that all colleagues across the Central Operating Section remain fully compliant and competent under the GTS Competence Management System (CMS). You will:

• Carry out competency assessments and monitoring activities for station and customer experience colleagues in line with CMS requirements.
• Provide clear, constructive and well-documented feedback, including assessment decisions on performance and competence.
• Recommend additional monitoring or support where sub-standard performance or risk factors are identified.
• Design proactive and reactive Competence Development Plans (CDPs) to support colleague performance and development.
• Brief colleagues on operational, safety and procedural updates using corporate and departmental material.
• Support operational incident investigations and work with Station Management to design and implement CDPs following incidents.
• Contribute to improvements in the Competence Management System and participate in internal quality assurance and standardisation activities.
• Maintain your own competence requirements and ensure compliance with relevant standards, policies and procedures.
• Provide assurance to the Senior Competency Manager that operational standards are being consistently met.
• Support the development and review of task-based and workplace risk assessments for COS operations.
• Champion safety and environmental responsibilities, proactively identifying risks, improving safety performance and encouraging efficient resource use.
• Engage with internal stakeholders—including Stations, Learning & Development and Operational Compliance—to enhance operational safety and customer satisfaction.

What you will bring:

 We are looking for someone with the operational expertise, coaching capability and leadership presence to support colleagues and uphold the highest safety and performance standards. You will bring:

Education & Training. 

• CAVA or A1 Assessor Award (desirable)
• IOSH or similar safety-related qualification
• Incident investigation or root cause analysis training (desirable)
• Non-Technical Skills/Human Factors training (desirable)

Experience & Competencies

• Dispatch Safety critical license is required for this role that has been in place for over 12 months
• Recent experience of station or platform management (including train dispatch) or the ability to attain this.
• Up-to-date certification in rules and regulations relevant to station operations (or ability to attain).
• Strong understanding of station operations, conditions of service, rostering practices and competency development.
• Experience coaching and improving individual performance in a supportive and constructive manner.
• Strong analytical skills with the ability to interpret numerical and operational data.
• Excellent communication skills, with the confidence to influence decisions and behaviours at all levels.
• Ability to work independently, prioritise effectively and deliver against challenging targets.
• A broad technical knowledge of rail operations, station procedures, systems and regulations.

Personal Qualities

• Ability to build strong working relationships across diverse teams.
• Customer-focused approach, actively listening to and understanding operational needs.
• Clear and persuasive communicator with strong judgement and professionalism.
• Highly organised, able to plan ahead and manage competing priorities.
• Effective problem-solver with the ability to analyse issues and develop practical solutions.
• Flexible and resilient when responding to pressure, operational challenges or change.

Benefits and Rewards

Travel Benefits (discretionary):

• Free zones 1-6 Oyster travel card, for you and another person who lives at the same address
• 75% discount on all UK rail travel, and some international services

Pension: You will be automatically enrolled into our excellent pension scheme. After two years, you will have the option of joining our defined benefits scheme

Star Hub: A dedicated online benefits platform for retail and entertainment discounts

About Us

GTS values its workforce, offers career progression and provides a platform to grow and develop.

We aspire to set a new transport standard for the UK, moving people and connecting communities better than anyone else. We are making long-term improvements to our network and creating a better service for our customers. We are a trusted operator with proven experience and have a mission to enable our employees to reach their full potential.

We welcome applications from a diverse range of candidates regardless of background, disability or gender and are committed to creating a workforce as diverse as the communities we serve.