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Commercial Operations Controller

Job ID: 2025-1995
Position Type: Permanent Full-Time

Who are we

We are currently seeking two dynamic and motivated individuals to join our team in the Commercial Ops Control Centre (Sydenham Garage) as Commercial Operations Controllers on a full-time basis. The ideal candidate should possess relevant industry experience, excellent organisational skills, and the ability to work effectively under pressure.

As a Commercial Operations Controller, you will be required to liaise with various internal and external stakeholders, making strong communication skills essential. The role involves handling emergency and real-time situations, requiring quick, accurate, and compliant decision-making in line with Drivers’ Hours legislation, health and safety rules, and other operational requirements.

Proficiency in Microsoft Office is essential, along with the ability to use our bespoke systems — including formulated spreadsheets, DAS, Ticketer, and Travel Net System — and to interpret timetable schedules accurately and effectively.

Responsibilities

This role operates within a 24/7 environment, averaging 41 hours and 15 minutes per week. Shifts are 8 hours and 15 minutes and rotate through early, late, and night duties. Full training will be provided.

To summarise, we are seeking dedicated, capable, and professionally confident individuals who can work independently and collaboratively. This is a trusted senior supervisory position. Successful applicants will join a dynamic and energetic team committed to delivering high-quality services.

Go-Ahead London's Commercial Department delivers a wide range of services, including planned and emergency rail replacement operations for Southeastern, London Overground, Underground, DLR and Tramlink; Surrey County Council school routes; employee and student transport for Here East; staff shuttle for Amazon also spectator shuttles for Alexandra Palace and the Rugby Football Union; and major UK event services including Wimbledon, Hampton Court and Farnborough Airshow.

Below is an outline of key responsibilities (not exhaustive):

Supervising Commercial drivers on a day-to-day basis, allocating work, managing absences, answering queries, and ensuring compliance with EU or domestic driving regulations.
Liaising with GAL Engineering regarding breakdowns and coordinating vehicle movements between depots.
Signing off post-runout reports, managing driver and back-office tachographs via Tranzaura, and ensuring adherence to EU/DOM hours policies.
Producing essential operational reports including Bus Running Records, peak period status reports and Duty Manager reports.
Supporting weekend Duty Managers with rail replacement operations.
Ensuring Surrey School Bus targets are met and ticket machines are functioning.
Ensuring all jobs are operated as per duty cards or work tickets.
Maintaining effective communication with driving, engineering, and garage teams.
Assisting with customer queries, comments, and complaints.
Managing emergencies such as accidents, road closures, and other urgent incidents.
Recording lost mileage and operational decisions clearly and accurately.
Supporting and covering major events including Wimbledon, Ally Pally, Rugby and Farnborough.
Monitoring staff utilisation and managing unexpected absences.
Identifying operational performance issues and escalating appropriately.
Liaising with Police, highway authorities, TOCs, and other agencies during service disruption.
Monitoring Travel Net to ensure rail replacement services are observed, logging missing buses as required.
Managing roadside coordinators, standby buses and driver allocation, and ensuring accurate mileage records.
Allocating new or unassigned work due to sickness or urgent leave requests.
Undertaking training and development as directed by line management.

Qualifications

Flexibility to work across sites within the business as required.
Strong decision-making capability.
Minimum five years’ supervisory or management experience.
Strong relationship-building, collaboration and negotiation skills.
Valid UK Driving Licence (Category B manual and Category D) with no more than six penalty points.
Proven experience supervising large teams, ideally within the transport sector and preferably the bus industry.
Demonstrated experience delivering excellent customer service in a high-pressure environment.
Financial awareness and understanding of operational impacts.
Strong IT literacy and knowledge of relevant legislation, including the Road Traffic Act and EU/Domestic Driver Hours Regulations.
Excellent communication skills, written and verbal, with the ability to communicate effectively with a diverse workforce.
Adhere to all company policies and procedures.
Take responsibility for personal safety and the safety of others at all times, in line with Health and Safety at Work Act 1974 and associated with company policies.

Salary & Application Process

The salary for this role is £53,009 per annum, with benefits including a pension scheme, 25 days’ annual leave, and a TfL travel pass for London Buses and the Tube Network.

If you wish to apply, please visit the recruitment portal at https://external-goaheadlondon.icims.com by 1700hrs on Friday 2 January 2026.
Applicants should clearly note any dates on which they are unavailable for interview.

Please ensure your CV and cover letter clearly demonstrate how your skills and experience match the requirements of this role.

We reserve the right to close the advert early if sufficient applications are received.

Go-Ahead London values diversity, promotes equality, and welcomes applications from all sections of the community.

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