Meet Tom, a station controller at Manchester Piccadilly station. He helps thousands of people on their journeys every day with vital information on train services.
Find out more about how he keeps you moving, why your train may change platforms and his journey into the railway …
What does a typical day look like?
In station control I’m responsible for providing regular updates on train services to all station users. I make station-wide announcements, update the departure boards, and update train tracking apps, including the National Rail Enquiries app with the latest train running information.
In the control room I spend a lot of time tracking trains across the country to pre-empt any disruption to the station’s arrivals and departures. I liaise with the signallers about the routing of trains and spend a lot of time on the station’s various radios, talking to station staff and train operators.
What’s the most challenging part of your job?
The control room can get very busy, especially during times of disruption. As a station controller you are always focussing on multiple things at once, such as listening to radios, making phone calls and receiving emails whilst also watching over the station from up above. It’s very much like air traffic control at an airport.
So, why do platform changes happen?
They’re not ideal but we sometimes make platform changes to keep journeys running on time. For instance, if a train is delayed on the platform, we may have to re-route another train that’s on time and due on the same platform to keep it running on time.
To manage these changes, the station control team make announcements across the station and update the departure boards to direct passengers to the new platform. We send information to train tracking apps with the new platform details and we also update our platform team so that they can assist passengers as needed.
How do you help passengers get moving when trains get cancelled?
Trains can be cancelled for various reasons – anything from severe weather to trespassing can affect your services. Our train system is one of the busiest and most complex in the world.
When a train is cancelled, we take several steps to help passengers continue their journey. We update departure boards, make announcements and update travel apps with the latest information. We do everything we can to get you moving and provide real-time updates on cancelled services and alternative options.
Why did you become a station controller?
I’ve been fascinated by the railway since I was a child – the hustle and bustle of busy stations, the various types of rolling stock, and the operational side of the industry have always interested me.
I initially joined the platform team, which is the team responsible for the day-to-day running of the station’s busiest platforms. But I moved to the station control team because I was eager to learn more about the wider station operations and what goes on behind the scenes.
What do you love about your role?
It’s exciting that no two days are the same. Each challenge provides an opportunity to solve problems and learn something new. Being part of an industry that I am so passionate about and interested in makes the work even more rewarding.
What are the key skills needed for your role?
Strong communication skills, problem-solving skills and being proactive. You must be prepared to manage disruption effectively, relay accurate and timely information and deal with unexpected issues quickly.
Where do you see yourself in the long term?
Good question. I would like to progress here at the station, whether that’s in station control or as part of the management team. I would like to explore opportunities in signalling and national route control further down the line.
What advice would you give to someone interested in a similar role?
If your first application doesn’t succeed, don’t be discouraged. Many of us, including myself, weren’t successful initially. What really matters is your passion and commitment to the industry, so keep going and don’t give up.
I also recommend getting out and visiting your local stations. Take the time to speak with staff, ask questions, and learn about their roles. Even a brief conversation can provide valuable insights and spark inspiration.
