London Underground Service Control Apprenticeship
Transport for London
London (SE1 8JZ)
Closes on Sunday 15 March 2026
Posted on 5 February 2026
Contents
Summary
Service Controllers manage the entire LU train service safely and efficiently and in the best interests of our customers. They ensure that our published timetables are operated safely and that optimum train service is maintained at all times and especially following service disruption. Service Controllers are the air traffic controllers of LU.
- Wage
-
£27,944 a year
- Training course
- Rail infrastructure operator (level 3)
- Hours
-
Monday to Friday, 9.00am to 5.00pm.
35 hours a week
- Start date
-
Monday 7 September 2026
- Duration
-
2 years
- Positions available
-
6
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
To be an excellent Service Controller, you will learn:
- How to communicate quickly, clearly and precisely with various individuals in many different scenarios.
- How different operational areas of London Underground work in partnership with Service Control to provide a reliable service
- How to make fast, impactful decisions during planned, unplanned as well as emergency situations and communicate them to the relevant teams, thus ensuring the continued service to customers.
Your apprenticeship will focus on building this understanding and experiencing our operational world.
You’ll gain a broad spectrum of knowledge through hands-on experience, learning directly from experienced and qualified staff during placements across the organisation. As part of this, you’ll actively contribute to operational activities alongside Station Assistants, Station Supervisors, and Train Managers taking on roles that build confidence and deepen your understanding of how frontline operations connect with Service Control.
Your apprenticeship will prepare you for the necessary learning which must be achieved in order to qualify as a Service Controller on our network.
You'll also be responsible for:
- Monitoring and updating real-time service information to keep the network moving.
- Managing multiple communication channels to ensure timely updates for stations, customers, and operational teams.
- Supporting incident response by gathering and relaying critical information during service disruptions.
- Accurately recording operational data, delays, and performance metrics for record keeping.
- Collaborating with frontline teams to understand and influence service delivery decisions.
- Learning to prioritise tasks under pressure and adapt quickly to changing circumstances.
- Using signalling and control systems to maintain safe and efficient train operations.
- Contributing to continuous improvement by identifying issues and suggesting practical solutions.
The ability to communicate clearly and effectively and the ability to impart knowledge of service control operating and safety procedures is vital.
Where you'll work
197 Blackfriars Road
London
SE1 8JZ
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
LONDON UNDERGROUND LIMITED
Training course
Rail infrastructure operator (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- Apply risk-based safety principles to ways of working and decision-making.
- Operate and manage train control and information systems to support the operation of a railway system.
- Apply statutory and company environmental safe working practices during planned, unplanned and emergency situations.
- Operate and manage the train service in accordance with the train plan. Respond and adapt when disruptions occur to the planned service.
- Identify, report and record information, using correct terms, standards, templates, and protocols.
- Produces and manages a train plan, resource plan or engineering works programme.
- Maintain safety and security of own work environment.
- Identify and manage personal mental and physical fitness for duty, and role model mental and physical fitness for duty for others in the context of maintaining safety.
- Negotiate with colleagues or stakeholders, for example to access equipment or arrange system outage.
- Respond to and resolve common complaints.
- Communicate with others, for example internal and external stakeholders, colleagues, and managers.
- Identify, carry out and record role and industry related CPD activities to improve own practice.
- Respond to and act upon information received regarding incidents and delays to manage the disruption to train services and return them to the scheduled timetable.
- Implement initial response and incident management plans to match the scale of the situation and minimise the impact to the wider network, stakeholders and experts.
- Initiate and facilitate investigations into incidents and events. Adhere to reporting procedures for different types of investigations including unplanned and emergency incidents or events.
- Work collaboratively with internal and external parties as appropriate to resolve problems and deliver an efficient train service.
- Explore and gather information from a range of sources needed to support operating activities and decisions.
- Takes responsibility for the safety of themselves and others in a safety critical work environment.
- Challenge others and escalate safety issues to comply with safety regulations and procedures.
- Prioritise workload, for example balancing incident and event recovery with maintaining other services.
- Apply risk-based safety principles to ways of working and decision-making.
- Operate and manage train control and information systems to support the operation of a railway system.
- Apply statutory and company environmental safe working practices during planned, unplanned and emergency situations.
- Operate and manage the train service in accordance with the train plan. Respond and adapt when disruptions occur to the planned service.
- Identify, report and record information, using correct terms, standards, templates, and protocols.
- Produces and manages a train plan, resource plan or engineering works programme.
- Maintain safety and security of own work environment.
- Identify and manage personal mental and physical fitness for duty, and role model mental and physical fitness for duty for others in the context of maintaining safety.
- Negotiate with colleagues or stakeholders, for example to access equipment or arrange system outage.
- Respond to and resolve common complaints.
- Communicate with others, for example internal and external stakeholders, colleagues, and managers.
- Identify, carry out and record role and industry related CPD activities to improve own practice.
- Respond to and act upon information received regarding incidents and delays to manage the disruption to train services and return them to the scheduled timetable.
- Implement initial response and incident management plans to match the scale of the situation and minimise the impact to the wider network, stakeholders and experts.
- Initiate and facilitate investigations into incidents and events. Adhere to reporting procedures for different types of investigations including unplanned and emergency incidents or events.
- Work collaboratively with internal and external parties as appropriate to resolve problems and deliver an efficient train service.
- Explore and gather information from a range of sources needed to support operating activities and decisions.
- Takes responsibility for the safety of themselves and others in a safety critical work environment.
- Challenge others and escalate safety issues to comply with safety regulations and procedures.
- Prioritise workload, for example balancing incident and event recovery with maintaining other services.
Training schedule
Our award-winning teams will support your ongoing development, through a wide range of on-the-job practical experience and placements. We'll support your professional development through a combination of training, mentoring, and networking.
You'll also receive one-to-one guidance throughout the programme from your:
- Apprenticeship Development Manager: Responsible for managing your overall programme and line manager responsibilities.
- Placement manager: Responsible for your time while at the placement and support with your development to ensure you get the experience you need.
- Scheme sponsor: A senior manager who acts as a technical and professional lead for the scheme.
- Buddy: An ex-apprentice or experienced service controller operating in your desired control room to qualify in.
Requirements
Essential qualifications
GCSE in:
- English (grade A*-C or Grave 4 & above)
- Maths (grade A*-C or Grade 4 & above)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Administrative skills
- Number skills
- Analytical skills
- Logical
- Team working
- Working well under pressure
Other requirements
Locations may vary based on placement rotations.
About this employer
At TfL, our work goes beyond transport. We keep London moving – day in, day out. We’re about building stronger connections, and helping people do more of what they love. From sustainable futures to post-pandemic economic recovery, we’re constantly breaking new ground, and taking innovation to new heights. For our people, this is more than just a job. Our apprentices are pioneers, frontrunners, and mentors. And, with a culture built on support and flexibility that puts wellbeing first.
https://tfl.gov.uk/corporate/careers/?cid=careers (opens in new tab)
Company benefits
- Free travel on the TfL network for you and a nominee who lives in the same household
- Minimum 29 days annual leave plus public and bank holidays
- Retail, health, leisure and travel offers & many more
Disability Confident
A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.
You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.
After this apprenticeship
You will be able to seek employment as a qualified Service Controller once the following is achieved:
- Achieve your apprenticeship and end point assessment.
- Pass and qualify as a Signal Operator (Signaller)
- Pass both Service Controller courses (SCL2 part A&B)
- Complete the 6-12 months traineeship
Ask a question
The contact for this apprenticeship is:
LONDON UNDERGROUND LIMITED
The reference code for this apprenticeship is VAC2000010163.
Apply now
Closes on Sunday 15 March 2026
After signing in, you’ll apply for this apprenticeship on the company's website.