Eyewitness Controller
Job Introduction
Are you looking for a career with variety and responsibility?
We are seeking an Eyewitness Controller to join our team based from Puddle Dock.
2025 is the 200th anniversary of the first-ever passenger rail journey, so we’re celebrating our proud history and our bright future.
Can you move people? Apply now.
Role Responsibility
What you’ll do
Working as part of the Revenue and Enforcement department you will provide 24 hour tactical and operational support and controlling the deployment of all Revenue Protection and Railway Enforcement colleagues 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, you will respond to and record intelligence as appropriate, as well as responding to emergencies and providing assistance as required to key stakeholders such as police and other emergency services.
You will provide intelligence led tasking and direction for the Revenue and Enforcement department in line with agreed protocols and procedures, as well as carrying out briefings when required.
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.”
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 experience you’ll need
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
Vetting
To be eligible for this role, you need to be able to complete and successfully pass Level 2 Non-Police Personnel Vetting (NPPV) which is undertaken by the British Transport Police (BPS).
The BPS will review any declared or discovered spent convictions as part of a broader risk assessment, considering the nature, seriousness, and relevance of the offence to the role being applied for. If you are refused clearance, you may have a right to appeal their decision. Southeastern only ever sees the result of your vetting i.e. successful or unsuccessful and have no control over the outcome of the vetting.
The vetting process begins once a candidate has been offered the role and can take anywhere from 12 to 24 weeks to complete. As a result, candidates often commence employment before the vetting outcome is known. If a new starter does not pass the vetting process, they will no longer be eligible for the Eyewitness position, and their employment with Southeastern could be terminated.
As proud members of the Armed Forces Covenant and Disability Confident Scheme, we will offer you an interview if you apply under these schemes and meet the minimum criteria for the role. Find out more here.
Other things to know
- This vacancy may close early if we receive a large number of applications. So, make sure you get yours in early.
- All offers of employment are subject to satisfactory references, a right to work verification, a basic criminal record check, and a pre-employment medical assessment. Work visa sponsorship isn’t available for this role.
- If you applied but weren’t successful in getting a similar role at Southeastern, please wait six months before applying again.
Find out more about our recruitment process and get tips to help you apply.
What you’ll get in return
Along with your salary, the rewards you’ll get include:
- a final salary pension
- Up to 32 days annual leave allowance (including bank holidays)
- free rail travel across our networks.
Meaning you can feel secure in your career as well as fulfilled by your work. Click here to see our full range of amazing benefits.
About the Company
A bit about Southeastern
We’re one of Britain's busiest train operators, serving London, Kent and parts of East Sussex. We run over 1,700 trains a day, carrying more than 500,000 passengers and serving 180 stations.
However, working on our railway is more than getting passengers from A to B. It’s about all the little moments that make a difference to their journey.
It’s also about making our railway a great place to work. With a team that represents the communities we serve. This is a journey we’re fully committed to and we’re proud to have been named a ‘Great Place to Work’ at the 2023 National Rail Awards and endorsed as a WORK180 Employer for Women.
Our ways of working are what we expect of everyone at Southeastern. They are powerful. Tiny moments, every day, from every one of us, add up to massive, positive change. Improving how it feels to work here and how it feels to travel with us.
At the heart of everything we do, our Safeguarding Team works to keep our customers, colleagues, and the public safe by improving safeguarding measures and knowledge making sure everyone gets home safe, every day.