Who are we

First Rail London (FRL) is the train operating company responsible for running the London Overground network under a concession agreement with Transport for London (TfL). The concession began in May 2026.

First Rail London is part of FirstGroup, one of the leading rail operators and one of the largest bus operators in the UK.  FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier.  FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.

About the job

• The role provides leadership, resilience and specialist capability across commercial performance, data assurance, attribution, reporting and performance analysis — deputising fully for the Performance Data, Reporting & Commercial (PDRC) Manager during absence, disruption or periods of increased demand, and providing dedicated capability to strengthen data quality, commercial recovery, governance and performance insight at all other times.
• Central to the role is a rigorous, rules-based approach to delay attribution and performance data, sustained accuracy through detailed and at times repetitive work, with the judgement to anticipate emerging issues and stakeholder needs ahead of time. The postholder is expected to examine processes critically and raise concerns transparently, regardless of seniority or cost, as part of upholding the core principle of data and business integrity.

Your main responsibilities will be:

Deputy and Resilience Function

• Act as deputy to the PDRC Manager.
• Provide resilience and business continuity across the wider PDRC function.
• Lead the team during periods of absence, leave and increased workload.
• Provide succession capability for the PDRC Manager role.
• Support development of future capability within the function, key departmental objectives and performance initiatives, particularly where progress is at risk from absence or resource constraints elsewhere in the function.

Commercial Performance and Claims

• Lead on commercial recovery activity and performance-related claims in the PDRC Manager's absence and support delivery of these areas at all other times.
• Assist in the preparation and review of commercial claims and supporting evidence.
• At times of deputising and where demand requires, represent the function in commercial discussions with TfL and Network Rail.
• Identify opportunities to maximise commercial recovery and minimise liabilities.
• Review commercial claim submissions and appeals.

Data Assurance and Performance Integrity

• Lead assurance activities to improve quality and integrity of performance data.
• Validate reporting outputs and ensure information is robust and auditable.
• Challenge data quality issues and implement corrective actions.
• Provide independent assurance of attribution, cancellations and reporting processes and have a working understanding of the delay attribution as a rules-based framework – escalating data quality risks where they're identified.
• Develop processes and controls to improve confidence in business information.

Performance Insight and Improvement

• Identify and support performance improvement initiatives through analysis and investigation.
• Support forecasting, scenario planning and business case development activities.
• Identify recurring issues, trends and opportunities.
• Support implementation of recommendations from reviews and investigations.

Governance and Stakeholder Management

• Undertake coordination of tracking actions, risks and issues arising from commercial reviews and performance meetings through to resolution.
• Situational awareness of day-to-day operational activity, anticipating likely stakeholder questions, data gaps or emerging issues before they surface, rather than waiting to be asked.
• Continuously examine performance, reporting and commercial processes critically, taking nothing at face value regardless of seniority or experience, and raise concerns transparently.
• Develop relationships with Network Rail, TfL and industry partners, and actively create opportunities for team members to engage with stakeholders directly – through meetings or site visits – building representation and awareness capability across the function, shaping and arranging information to meet their specific needs.

Continuous Improvement

• Identify opportunities to improve systems, reporting and efficiency.
• Support automation and process improvement initiatives.
• Promote a culture of continuous improvement.
• Support development and application of new tools and reporting products, feeding back on existing tools to improve their effectiveness and identifying new ways they can be applied to improve ways of working within the team.

As a minimum, you will need to have:

• Experience within railway performance, commercial, reporting or operational environments, with a specific understanding of train operating principles - how services are timetabled, pathed and operated in practice – sufficient to interpret delay attribution and evidence it correctly.
• Working knowledge of delay attribution and Schedule 7 / Schedule 8 regimes, sufficient to provide credible independent assurance and escalation in this area.
• Experience compiling clear, legible reports, presentations and business cases.
• Strong stakeholder management and influencing skills.
• Proven forensic approach to evidence – builds conclusions strictly from what can be documented and sourced, drilling into detail and cross referencing until facts are clearly demonstrated.
• A sharp eye for detail others may overlook – you spot inconsistencies, anomalies or gaps in data and reporting that aren't otherwise flagged.
• Sustains accuracy and rigour in repetitive, detail–heavy and time-critical work, with the situational judgement to direct support and resources where they are needed most.
• Has an intrinsic grasp of delay attribution as a rules-based framework – able to separate causation from formal responsibility.
• Experience in handling complex data and information, with excellent organisational and governance skills.
• Demonstrates genuine interest in team members‘ wellbeing and success in their roles, evidenced through specific examples.
• Demonstrates the ability to raise what may appear to be unfavourable findings even at a commercial or reputational cost.
• A demonstrated willingness to question and, where necessary, challenge conclusions or decisions made by more senior or more experienced colleagues based on one's own independent judgement.
• A forward thinker, consistently ahead of the commercial and information curve.
• Corrects their own thinking or conclusions when the evidence requires it, even when doing so doesn't help their own argument.

Desirable:

•  Experience of performance reporting within a TOC or Network Rail environment.
• Experience in data assurance or governance roles.
• Proactive, ideas – driven approach to continuous improvement, with a track record of advocating and embracing process change.
• Ability to build or adapt automation and reporting tools independently.

About the location

Redman Place, Stratford - travel across the full London Overground network required on an adhoc basis

The Reward

• Free Travel for you and a nominated person at your address on TfL Network - this alone is worth a potential total of £5,200 per annum
• 75% discount off season tickets and leisure travel on other Train Operating Companies
• Discounts on European rail services after 1 year of service
• First Xclusives – a benefits portal offering a wide range of benefits and discounts
• Employee Assistance Programme - 24hr helpline, covering a multitude of subjects

We all belong at First Rail London. FirstGroup's vision is to provide an inclusive environment for all colleagues, across its group of businesses, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below.  We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.

https://exceptionalindividuals.com/neurodiversity/

https://www.healthassured.org/blog/neurodiversity/