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Ontrak Customer Service or Train Dispatch - Worth applying for?

Ellwill

Member
Joined
4 Aug 2021
Messages
157
Location
Medway
Hi all, I've been in a talent pool for station staff for 18 months and am considering seeking temp work with Ontrak to gain more relevant experience on the railway before a permanent opportunity arises with the TOC I applied for. There's a few questions I'd like to ask:
  • Would joining Ontrak impact my position in the TOC's recruitment process?
  • What standards do they have for medical screening and is there any overlap with the TOC's own?
  • Has anyone else tried joining the agency while in a talent pool? If so, was the experience beneficial, and did it eventually lead to a permanent job offer with the TOC?
Any insight would be warmly appreciated.
 
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Urban Gateline

Established Member
Joined
8 Mar 2011
Messages
1,667
I used to do agency Gateline, not platforms but worked alongside some station staff who were agency dispatchers. It won't affect your application with the TOC, if anything it'll have a positive impact if you are reliable and get to know the station managers, also gaining valuable experience in the process. Medical screening is the same as TOC as there are safeguards in place to ensure compliancy with drugs and alcohol and generally fit enough to do safety critical work. Many agency staff do end up with permanent roles with the same TOC they did agency cover for, or for neighbouring ones. I got a permanent job with GTR after doing a bit over 2yrs agency so definitely grateful to the experience I was able to gain as well as connections.

Whether it's worth it for you may depend what your current job is? Agency pays poorly usually minimum wage and mediocre pension contributions and only statutory sickness and holiday pay often included in the hourly rate, so it's worth weighing up with what you are earning now and if you can drop earnings but for the chance to possibly get into a TOC role quicker with the agency experience. You may also not get full time hours with Ontrak, as it will be zero hour contract work, most agencies start you off on less number of hours until they see you are a good reliable worker and then you start to get full time or even more, I was doing 50-70h weeks regularly, covering many different stations so it can be interesting if you get into their good books! (my experience was with Fusion People rather than Ontrak but they cover similar roles)
 

Horizon22

Established Member
Associate Staff
Jobs & Careers
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8 Sep 2019
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10,978
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London
Many agency staff do end up with permanent roles with the same TOC they did agency cover for, or for neighbouring ones. I got a permanent job with GTR after doing a bit over 2yrs agency so definitely grateful to the experience I was able to gain as well as connections.

I was going to say once you're known in and around the station and a permanent TOC role comes up and you've performed well as agency staff, quite often people are successful at moving across.
 

Ellwill

Member
Joined
4 Aug 2021
Messages
157
Location
Medway
Whether it's worth it for you may depend what your current job is? Agency pays poorly usually minimum wage and mediocre pension contributions and only statutory sickness and holiday pay often included in the hourly rate
At the moment I'm 30 hours per week pro rata, school term time only at minimum wage. Current employer has been trying to cut my hours to 20 since Spring but I have so far successfully resisted it with help from my trade union. I've not long reached the age from which pension contributions are actually a requirement.

If anything I just want to get my foot in the door with the railway by any means as the current job is a dead end in terms of professional development. Even if it seems daft having to sign up with an agency to do the same role I've successfully applied and interviewed for with the TOC, at this point I'm tired of keeping my career on hold and just want to get stuck in.
 

Swall

Member
Joined
2 Feb 2025
Messages
29
Location
Greater Manchester
I know lots of people on the railway who started their careers with agencies. I don’t no specifically for TOCs but I know network rail uses them on stations
 

Urban Gateline

Established Member
Joined
8 Mar 2011
Messages
1,667
At the moment I'm 30 hours per week pro rata, school term time only at minimum wage. Current employer has been trying to cut my hours to 20 since Spring but I have so far successfully resisted it with help from my trade union. I've not long reached the age from which pension contributions are actually a requirement.

If anything I just want to get my foot in the door with the railway by any means as the current job is a dead end in terms of professional development. Even if it seems daft having to sign up with an agency to do the same role I've successfully applied and interviewed for with the TOC, at this point I'm tired of keeping my career on hold and just want to get stuck in.
With those circumstances in mind, it seems like a worthwhile move, my advice before quitting your slightly more stable job is save up enough money for 6 months living costs just in case you start in agency with fewer hours than expected, and of course don't leave current job before you get a firm start date from an agency, their application process is quicker than TOC's but can still take some time. Agency usually allow you to leave them with shorter notice than permanent work, so once SE does get back to you with a start date it shouldn't be an issue. Wishing you the best of luck with the start of your new career, keep us updated!
 

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