Rail Replacement Coordinators

About the Role Our Rail Replacement Co-ordinator is responsible for supporting the safe, compliant and effective delivery of rail replacement services on behalf of Train Operating Companies and rail industry customers. You will coordinate operational activities across control rooms, stations and live rail replacement events, ensuring services are delivered in line with customer requirements, operational standards and safety procedures. The role combines operational coordination, stakeholder communication and real-time problem solving, making it ideal for an individual who thrives in fast-paced operational environments and is committed to delivering excellent customer and passenger experiences. What Success Looks Like

• Rail replacement services are delivered safely, efficiently and in line with operational requirements.
• Customers, passengers and stakeholders receive timely and professional support.
• Operational issues are identified quickly and resolved effectively.
• Safety, compliance and assurance standards are maintained at all times.
• Service records, reports and operational data remain accurate and up to date.
• Communication between control teams, customers and suppliers is clear and effective.
• Rail replacement events are delivered with minimal disruption and high service standards.
• CMAC continues to be recognised as a trusted rail replacement provider. Core Responsibilities Operational Co-ordination & Service Delivery
• Coordinate rail replacement services in line with customer requirements and operational procedures.
• Support the delivery of rail replacement events across stations, control environments and operational locations.
• Monitor service performance and respond quickly to operational issues.
• Ensure vehicles, suppliers and operational resources are deployed effectively.
• Escalate service disruptions, risks or operational concerns where required.
• Support the achievement of service delivery and customer performance objectives. Safety, Compliance & Assurance
• Operate in accordance with GBRR safety standards, procedures and policies.
• Ensure operational risks are identified, managed and escalated appropriately.
• Support compliance with rail industry, customer and company requirements.
• Maintain accurate operational and assurance records.
• Promote a culture of safety, accountability and professionalism.
• Follow all safety critical procedures relevant to the role. Customer & Stakeholder Engagement
• Liaise with Train Operating Companies, station teams, suppliers and operational stakeholders.
• Provide professional and effective communication during operational events.
• Support passengers and customers during periods of service disruption.
• Maintain positive working relationships with operational partners and suppliers.
• Represent CMAC professionally in all customer and stakeholder interactions.
• Support the delivery of high levels of customer satisfaction. Control Room & Operational Support
• Provide operational support within control room and live service environments.
• Monitor operational information and respond to changing requirements.
• Record and communicate service updates accurately and in a timely manner.
• Assist with incident management and service recovery activities.
• Support business continuity and operational resilience plans.
• Ensure accurate reporting throughout service delivery activities. Continuous Improvement & Customer Service Excellence
• Identify opportunities to improve operational performance, customer outcomes and passenger experience.
• Deliver exceptional customer service at all times, ensuring customers, passengers and stakeholders receive professional, responsive and proactive support.
• Share lessons learned from operational activities, customer feedback and disruption events to drive service improvements.
• Support service improvement initiatives, operational best practices and customer service standards across the Rail Replacement function.
• Maintain awareness of industry developments, operational requirements and evolving customer expectations.
• Contribute to a culture of continuous improvement, customer excellence and operational professionalism.
• Promote CMAC's values and commitment to service quality in all customer and stakeholder interactions. About You You are a proactive and customer-focused operations professional who enjoys working in fast-paced environments where effective communication and quick decision-making are essential. You remain calm under pressure, take ownership of issues and work collaboratively with colleagues, customers and suppliers to deliver positive outcomes. You are organised, reliable and committed to maintaining high standards of safety, service and professionalism. You enjoy solving problems, supporting customers and contributing to the successful delivery of operational services that keep people moving. Your Expertise
• Exceptional customer focused approach with strong attention to detail.
• Understanding of live operational or customer service environments.
• Ability to make effective decisions under pressure in busy environments.
• Strong communication and stakeholder management skills.
• Excellent organisational and problem solving abilities.
• Ability to maintain accurate records and operational information.
• Ability to work independently and as part of a team.
• Experience within a control room, station operations or rail environment would be advantageous.
• Understanding of safety and compliance requirements within operational environments.
• Experience in rail replacement, transport operations, logistics or operational coordination ideal.
• Willingness to work flexibly to meet operational and customer requirements.
• UK driving licence and ability to travel.
• A basic DBS check is required for this role. About Us CMAC Group is a fast‑growing leader in global passenger transport and accommodation solutions - trusted by airlines, rail operators, major corporations and emergency breakdown providers to keep people moving safely and seamlessly, 24/7/365. Since 2007, we've built a powerful technology-led aggregation platform that connects clients to a vast, reliable global supply network, enabling us to move over 5 million passengers every year across the UK, Europe and beyond. Our portfolio of specialist brands include Suntransfers.com, CoachHireComparison.co.uk, Minicabit.com and CheckedSafe, which gives us unmatched capability to coordinate transport and accommodation at scale, even in the most complex or time critical situations. Backed by ComfortDelGro, one of the world's leading mobility groups, CMAC continues to operate with the agility and innovation of an independent business whilst benefiting from the strength, stability and global reach of a major international parent company. At CMAC, you'll join a team that thrives on solving real world challenges, shaping the future of mobility and delivering exceptional service when it matters most. If you're driven, curious and excited by meaningful impact, you'll feel right at home here. CMAC Group actively promotes equality, diversity and inclusion (EDI). EDI is extremely important to us and we work hard to ensure that everyone connected with CMAC - whether employees, customers, Board Members, suppliers, or partners - has genuine and equal opportunities to participate in our organisation. We welcome and support people of all backgrounds and identities, regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. Our aim is to create an environment where everyone's rights, dignity, and individuality are respected. We value the unique contribution each person brings to our team and business, and we are committed to building an environment where everyone feels included and able to thrive.