Sophie Clarke
@sophieclarke
Incident Support Controller transforming rail operations data into calm, customer-first resolutions.
United KingdomWhat I'm looking for
I’m a dynamic rail operations professional who transitioned from direct customer relations into high-level operational support and incident coordination. I deliver high-quality service across telephone, email, and social media, with a strong focus on resolving complex enquiries and keeping stakeholders aligned.
At Network Rail as an Incident Support Controller, I support Route Control and Incident Controllers during both normal running and disruptive events. I disseminate accurate, timely passenger information on OIS screens, maintain daily safety/infrastructure/performance logs, coordinate response staff, and manage information flows within and out of the control organisation.
I’m highly disciplined with data integrity and reporting. I perform TRUST data integrity checks, ensure missed train reports are input before ‘D’ flagged delay alerts, monitor remote condition monitoring equipment, and produce reports and supporting data to agreed specifications and timescales.
Previously at West Midlands Trains and London Midland/West Midlands Trains, I led passenger information operations, ensured LICC/CIS accuracy, supported PIDD compliance, and investigated delays to identify root causes and allocate delay minutes/cancellations. I’ve also served as a Core Trainer and Deputy to build capability, and I bring A-Level IT proficiency alongside my BA(Hons) in Criminology & Sociology.
Experience
Work history, roles, and key accomplishments
Incident Support Controller
Network Rail
Aug 2023 - Jan 2026 (2 years 5 months)
Supported the Route Control Manager and Incident Controller during normal running and disruptive events to deliver optimum service for rail customers. Disseminated incident information via OIS screens, maintained safety/performance logs, coordinated response staff and emergency services, and ensured data integrity for TRUST delay attribution and reporting.
Train Service Manager
West Midlands Trains
Jul 2023 - Aug 2023 (1 month)
Maintained effective control of train services over the designated route, proactively returning services to normal following disruption. Made decisions on service delays, disruption, and fleet movements, ensuring delivery of the train plan and timely distribution of amended plans to required staff.
Passenger Information Controller
West Midlands Trains
Jan 2020 - Jul 2023 (3 years 6 months)
Maintained the LICC system using Tyrell IO and ensured accurate delay and disruption information for passengers and internal teams. Coordinated delay/disruption communications, supported CIS operations, ordered rail replacement transport, and acted as a core trainer/deputy to the Passenger Information Manager.
Delay Investigation Controller
London Midland / West Midlands Trains
Sep 2017 - Jan 2020 (2 years 4 months)
Investigated delays on London Midland services within the defined area and liaised with duty train crew managers, train crew, station, and technical colleagues to identify root causes. Allocated delay minutes and cancellations to the correct managers, communicated outcomes to control/performance departments, and supported Level 2 attribution and historical delay investigation.
Customer Relations Advisor
London Midland / West Midlands Trains
Jan 2015 - Jan 2017 (2 years)
Managed and logged customer contacts, resolving issues via telephone, letter, email, social media, and personal visit. Investigated enquiries and complaints using train operation information systems and produced standard/non-standard written responses, supported by training in multiple customer and operational IT systems.
Education
Degrees, certifications, and relevant coursework
Sheffield Hallam University
Bachelor of Arts (Honours), Criminology & Sociology
2011 - 2014
Grade: 2.2
Studied Criminology & Sociology and completed a dissertation on drug misuse using primary research data. Module topics included rehabilitation and punishment and experiencing work in practice.
Aelfgar Rugeley College
A-Level, Information Technology
2009 - 2011
Grade: A
Completed A-Levels with Information Technology at A grade.
Aelfgar Rugeley College
A-Level, Sociology
2009 - 2011
Grade: C
Completed A-Levels with Sociology at C grade.
Aelfgar Rugeley College
A-Level, Citizenship
2009 - 2011
Grade: B
Completed A-Levels with Citizenship at B grade.
Fair Oak High School, Rugeley
GCSE, GCSEs
2004 - 2009
Grade: 8 passes incl. English (A) and Mathematics (C)
Achieved 8 GCSE passes including English at A grade and Mathematics at C grade.
Availability
Location
United KingdomAuthorized to work in
Job categories
Skills
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