Who are we?

Lumo is an Open Access train company providing regular, cost-effective, rail travel across key UK routes, including the East Coast and West Coast corridors, offering a great-value alternative to flying that is kinder to the environment and just as time-efficient as taking a domestic flight. As we continue to grow our people are key to our success, and we are recruiting an engaged, empowered, multi-skilled and flexible family of colleagues who live and breathe our values of:

• Being proud & passionate people
• Sustainability at our heart
• Staying safe & healthy
• Always learning and improving
• Inclusive one team culture

First Rail is one of the UK's most experienced rail operators, carrying more than 345m passengers across four franchises (Great Western Railway and Avanti West Coast) and our open access operators (Hull Trains, Lumo and our soon to launch First Rail Stirling). We operate all types of passenger railways - intercity, commuter, regional and sleeper services.

Lumo is part of FirstGroup, the largest rail operator in the UK and second largest bus operator in the UK outside London. 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 team

You'll be joining the newly established Lumo Open Access Control team, an in‑house operational control centre based in Newcastle. The team plays a central role in delivering safe, reliable and high‑quality services across Lumo's operations, supporting our future growth. Working closely with senior operational leaders and planning teams, Lumos Open Access Control Team is focused on building long‑term capability, improving performance and enhancing the customer experience through strong collaboration and operational excellence.

About the job

The Train Service Controller is responsible for ensuring the safe, efficient, and resilient day-to-day operation of open access rail services through proactive real-time control, resource coordination, and performance management.

The role leads the effective management of traincrew and rolling stock, responding to operational disruption and safety-related incidents to maintain service continuity and minimise customer impact. Working closely with key industry partners, including Network Rail, fleet maintenance providers, and internal operational teams, the role ensures a coordinated and timely response to operational challenges.

In addition, the Train Service Controller supports the ongoing resilience and performance of the operation through collaboration with planning and rostering teams, mentoring colleagues, and contributing to continuous improvement initiatives and projects that enhance service reliability and operational effectiveness.

Your main responsibilities will be:

• Real-time management of OA services and disruptions
• On the day management of traincrew resource and rolling stock
• Management of Safety of the Line incidents
• Application of the DOTE in conjunction with Maintenance Controllers at Alstom/Hitachi
• Liaison with Fleet Maintainers
• Lead & challenge the real-time performance investigation process
• Negotiate with Network Rail Controls for pathing of OA services in times of disruption and agreeing track access
• Allocate units to diagrams
• Develop and implement pre-planned and ad-hoc contingency plans
• Management of STP/VSTP process
• Delay Attribution (level 1 and 2)
• Input entries as required into the OA Control Log.
• Provide training and mentoring as required.
• Produce and deliver projects as necessary
• Support with rostering
• Support with performance management and continuous improvement opportunities
• Booking Taxis and Hotel Rooms alongside dynamically amending these on the day to support our train plan and minimise disruption to crew & customers.
• Sense-check work of the rostering team removing potential single points of failure.
• Support with train planning.
• Review engineering access statements, DPPP & CPPP and escalate as appropriate. Take active role in planning and delivery of amended train plans including diagramming.

About you:

• Strong understanding of UK rail operations and control environments, including real-time service management.
• Knowledge of Lumo operations and the open access model.
• Knowledge of rail industry standards, rules and regulations, including safety and operational procedures.
• Understanding of Network Code processes (including Part D) and timetable planning principles.
• Knowledge of performance regimes, including delay attribution and Schedule 4/8 impacts.
• Familiarity with incident and disruption management processes in a safety-critical environment.
• Understanding of traincrew rostering principles, fatigue management, and working time regulations.
• Awareness of systems and tools used in rail control, planning, and performance management.

About the location

You must be located within a 60-minute commute of Newcastle upon Tyne, our offices are located behind Newcastle Central Station.

Working pattern

This role forms part of a 24/7 operational team, with a 36‑hour working week delivered through a rota covering Monday to Sunday.

 The Reward

• Defined Contribution Pension Scheme – We will pay in a minimum of 10% (5% employee contribution and 5% employer contribution) to a maximum total contribution of 20%.
• Incentive Scheme/Bonus of up to 10% of your annual salary
• Employee Assistance Programme
• Travel Offers – Free travel on Lumo services and travel offers for bus and rail tickets and Day Rover Rail tickets at a discounted price for friends and family (after 6 months of service).
• Shopping & Lifestyle Discounts
• Discounted Gym Membership
• Employee Share Plans (Save as you Earn and Buy as you Earn)
• NEXUS – Tyne and Wear Metro Discount
• Life Assurance Cover 4 x your annual salary
• Gym discount – 50% of your membership paid up to a maximum of £600.
• 25 days annual leave plus bank holidays
• Access to a digital GP 24/7
• Tax Benefit Bike Scheme

We all belong at Lumo. 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/