Network Services Assistant

Join our team at Keolis Amey Metrolink (KAM), the largest light rail network in the UK!

Step into the fast-moving heart of the Network Operations Centre, where every second matters and no two shifts are ever the same. As a Network Services Assistant, you’ll play an important supporting role in keeping a complex, 24-hour network running safely, smoothly and reliably. You’ll be reporting to the Network Services Manager, in a busy control room environment.

You’ll help turn data into clear, usable insight by producing accurate operational reports, tracking performance trends and keeping information up to date and accessible. From supporting disruption communications and network updates to maintaining critical system and asset records, your work will help keep colleagues informed and operations on track.

Behind the scenes, you’ll also support essential evidence and assurance activity - assisting with CCTV reviews, securing footage, maintaining audit trails and handling lost property with care and attention to detail. It’s a role where organisation, good judgement and a calm approach all contribute to how the network performs day to day.

As part of a 24/7 operation, you’ll work a rotating shift pattern covering days, nights, weekends and public holidays -keeping the network moving around the clock.

Key accountabilities will include:

• Work within a 24/7 control environment, following safety-critical procedures and supporting the safe and reliable operation of the network.
• Support the protection of the network by working with Security teams, assisting with access control processes and responding to guidance during elevated threat levels.
• Assist with CCTV requests and evidence handling, ensuring accurate retrieval, secure storage and proper record-keeping in line with procedures.
• Support incident response activities by logging, escalating and communicating safety, fault and operational issues using real-time systems and approved communication methods.
• Maintain accurate operational logs, reports and performance data to support effective decision-making.
• Help keep passengers informed by updating customer-facing systems, reporting issues with key assets and assisting with the communication of disruption information.
• Work with engineering and operational teams to support the monitoring and maintenance of essential infrastructure and systems.
• Support live operational incidents by assisting with response and disruption management, while handling passenger queries professionally and working with customer service teams to help resolve issues.
• Contribute to continuous improvement by highlighting issues and suggesting ideas to improve processes and ways of working.
• Assist with training and onboarding activities and actively develop knowledge and skills to build capability within the NOC.

What you’ll bring:

We’re looking for someone who can stay calm under pressure, communicate clearly and play a key supporting role in keeping the network safe and running smoothly. This is a fast-paced, hands-on role where no two shifts are the same -ideal for someone who’s organised, proactive and ready to learn.

• Hold a full UK manual driving licence as the role involves driving manual fleet vehicles between depots.
• Experience in a control room, operational or administrative environment, with an understanding of working in fast-paced, time-critical settings.
• Comfortable working under pressure, able to manage challenging situations calmly and make sound decisions while following established procedures.
• Knowledge of Metrolink networks (vehicles, routes, services, infrastructure) is an advantage, although having a willingness to build this knowledge quickly would be key.
• Strong prioritisation skills, and able to adapt to changing conditions to respond effectively to live operational demands.
• Clear and confident communicator to deliver accurate updates to colleagues, passengers and stakeholders both verbally and in writing.
• Competent with Microsoft Office and highly IT literate to log, track and manage information.
• High attention to detail, with the ability to produce accurate logs, reports and incident records in line with safety and compliance requirements.
• Able to build effective working relationships, contributing to a collaborative team environment.
• Open to feedback and continuous improvement, with the confidence to share ideas and support better ways of working.
• Willing to work towards IOSH (Working or Managing Safely) and relevant security qualifications
• Professional and responsible approach able to support investigations and represent the organisation in court if required.

What we will offer you:

• Salary is £33,164 per annum
• Permanent, full time 37.5 hrs per week on a rostered shift pattern
• Free Tram Travel for all our colleagues, plus a sponsored pass for an immediate family member.
• 25 days holiday, plus bank holidays
• Access to Amazing Discounts at major retailers including Asda, Currys PC World, John Lewis and many more.
• Family Friendly Policies including enhanced maternity and paternity pay.
• Wellbeing Support including a free counselling, health checks and Employee Assistance Programme.
• Supporting your development focusing on career pathways and professional fees covered if required for role.

The closing date for applications: 11th June 2026

The start date will be the end of August 2026. Due to the nature of the training, we do ask for full attendance during the training period.

Depending on the level of applications for this role we may close the advert earlier, therefore we encourage you to submit your application early. 

Our Commitment to you:

At KAM, we celebrate the diversity of our customers, communities, and colleagues, and strive for a workforce which is equitable, inclusive, and representative of the communities we serve, and we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, and sexual orientation to apply. We look forward to receiving your application.

We live our values of “We Care, We Commit, We Imagine” through our behaviours and we strongly believe that diverse perspectives drive innovation and create an environment where individuals can imagine that anything is possible. We care about our people, and we fully commit to creating an inclusive environment where our people feel valued, respected, and empowered to thrive.

We recognise the importance of flexibility in the workplace and where possible, we will do our best to consider alternative working patterns or flexible arrangements to help you balance work and life in a way that works for you and the business. If you would like to discuss before applying, please feel free to contact our recruitment team.

To ensure that you have the best opportunity to succeed in the recruitment process, please let us know if you will require any support or reasonable adjustments. You can contact our team here recruit@metrolink.co.uk.

What we will need to check:

If you are successful, we will need to complete several pre-employment checks prior to you starting. These include:

• Proof of address.
• Evidence of right to work in the UK.
• References from previous employment or studies from the last 3 years
• Pre-employment medical (level subject to role).

Criminal Records self-declaration check, in line with the Rehabilitation of Offenders Act (1974).