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Eyewitness Controller

Greater London
Full time
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Southeastern Railway
Transport, shipping & logistics
1,001-5,000 employees
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Job Introduction

Working as part of the Revenue and Enforcement department, providing 24 hour tactical and operational support and controlling the deployment of all RPO and REO staff in line with the published roster, the Revenue Protection Strategic Plan, the Railway Enforcement Strategy and the day to day needs of the business.

Managing the Eyewitness programs, responding to and recording intelligence as appropriate as well as responding to emergencies and providing assistance as required to key stakeholders such as police and other emergency services.

Producing intelligence led tasking and direction for the Revenue and Enforcement department in line with agreed protocols and procedures. Carrying out briefings when required, directing and monitoring CCTV usage in line with the agreed policies and understanding of the GDPR implications and completing and maintaining the Eyewitness Intelligence System (EIS) Dashboard on a daily basis.

Providing all frontline staff with advice, direction and support in dealing with Revenue Protection, Enforcement and Complimentary Policing matters.

Complying with all agreed protocols including Information Sharing Protocols, Airwaves Protocols and Joint Operating Protocols.

This would be an ideal role for someone with experience within a Control Room background, such as an Emergency Services Dispatcher, a Logistics Controller, Transport Planner or Facilities Co-Ordinator.

This role is shift work on a 24 hour roster, so your work pattern will include a combination of early, late and night shifts of 8.5 hours.

Here’s what a current Eyewitness Command and Control Operator has to say about the role:

“Eyewitness Controller is an extremely challenging and rewarding role. We are a small team working a 24/7 shift pattern where a sound knowledge of the roles and responsibilities of our Revenue Enforcement Officers and Revenue Protection Officers is essential. Reports of crime, anti-social behaviour and suspicious activity from onboard staff, station staff and our passengers are received and assessed by Eyewitness Controllers and we have to make immediate decisions on actions to be taken.

No two days are the same. I look forward to every shift never knowing what it will bring. Directing REOs to attend incidents, liaising with the British Transport Police and supporting our staff to deliver an excellent service for our passengers is both challenging and rewarding. Most of the time I work on my own assessing reports sent in from staff, taking telephone calls, giving advice, and arranging the most appropriate response to incidents.”


This role is exempt from the Rehabilitation of Offenders Act 1974. Applicants must declare all criminal history including arrested, summoned, charged, cautioned or convicted offences, traffic related offences and financial sanctions whether as an adult or a juvenile on their application form.

In addition successful candidates will be subject to NPPV Level 2 Vetting undertaken by the British Transport Police.

Role Responsibility

Responsibilities include but are not limited to the below:

  • Completing and maintaining the EI Dashboard on a daily basis
  • Providing all frontline staff with advice, direction and support in dealing with Revenue Protection, Enforcement and Complimentary Policing matters.
  • Using all intelligence to produce and distribute briefings as required
  • Complying with all agreed protocols including Information Sharing Protocols, Airwaves Protocols and Joint Operating Protocols
  • Working as directed by the Revenue & Enforcement Managers, reporting to the Southeastern Revenue and Enforcement Command and Control (SRECC) Manager
  • In times of disruption working to the Service Delivery Plan (SDP) as Command and Control for all Revenue and Enforcement staff as 1st Line On Call
  • Directing and monitoring CCTV usage in line with the agreed policies and understanding of the GDPR implications Acting within the competencies of an RSAS accredited member of staff
  • Responding to all internal and external correspondence in a professional and courteous manner.

The Ideal Candidate

The ideal candidate will be able to demonstrate the following:

  • Excellent written and verbal communication to people at all levels
  • Excellent attention to detail; following rules and procedures is a key part of this role
  • Excellent verbal reasoning skills; a key part of the role is being able to effectively read and analyse reports
  • The ability to prioritise an ever-changing work schedule
  • The ability to work under your their initiative
  • The ability to maintain output and quality of work whilst under pressure to adhere to deadlines
  • Experience of co-ordinating and leading a team

It is desirable that you would have a BTP accreditation and be vetted to level 2 standards, if you are not then these will both be need to be achieved for successful placement in the role.

Package Description

Southeastern recognises the value of every individual employee and offers benefits that reflect this.

As well as a generous salary, we offer an comprehensive benefits package which includes;

  • A Contributory Final Salary Pension Scheme
  • Free rail travel on Southeastern and GTR rail services (extends to family members for leisure/educational travel)
  • After a qualifying period, reduced rate travel on other train operators, including European services
  • Up to 28 days annual leave entitlement (which includes bank holidays).
  • Access to an array of discounts for retail and leisure products through our benefits scheme.
  • Family friendly benefits including enhanced maternity/paternity leave, parental leave and carers leave.
  • Full training and free uniform

About the Company

About Southeastern

Southeastern runs train services into London from Kent and East Sussex, operating almost 1,700 trains a day, carrying more than 400,000 passengers, serving 176 stations and covering 540 miles of track.

Just over 4,600 employees - mostly from the communities that we serve - work together to provide this vital service and we are looking to expand our successful team. We have a strong set of values that shape the way we run our business and guide our staff in delivering what our customers need. These are:

  • We aim to be the best
  • We make the difference together
  • We care passionately about our people and our passengers

We are committed to being an inclusive employer, creating a workplace where everyone can come to work, feel safe and comfortable and able to do everything to the best of their ability. Read about some of the great Diversity and Inclusion initiatives our Head of Colleague Experience has been leading on here.

We recognise the positive value of diversity and it matters to us that our teams reflect the communities we serve. We welcome and encourage applications from people of all backgrounds.

We proud to be a WORK180 Endorsed Employer for Women. If you would like to know more information about how we are supporting our employees, you can view our policies and initiatives here.

We have also won the Top Employer award at the Women in Rail Awards 2022!

If you have been unsuccessful in the recruitment process for the same/similar position you will not be eligible to apply for a period of 6 months from that date.

All offers of employment are subject to us obtaining satisfactory references (covering all education, training, employment and unemployment in the preceding 5 years and any previous railway employment). We will also complete right to work in the UK and criminal record checks. This is to ensure we are employing the best person for the role and to protect our customers, colleagues and our reputation. We are unable to offer sponsorship to work in the UK.

This post will close before the intended closing date should sufficient number of suitable applications be received. Therefore, if you are interested in applying for this role, we suggest that you do so at the earliest opportunity to avoid disappointment.

SOUTHEASTERN is owned by SE Trains Ltd, a subsidiary of the Department for Transport’s public sector owning group, ‘DOHL.’ DOHL has responsibility for three rail companies, LNER, Northern Trains Limited and SE Trains.

SE Trains Limited