Delay Attribution Team Leader

FIRSTGROUP PLC; Swindon; On-site; GBP 48,000; Full time

Job summary

A leading transportation firm is seeking a Delay Attribution Team Leader in Swindon to ensure accurate attribution of delays and manage a team effectively. The ideal candidate will have strong communication and negotiation skills, robust leadership experience, and the ability to foster collaborative relationships. Salary is approximately £48,000 per annum.

Benefits

Free rail travel for you and your family

Discounted travel with other Train Operating Companies

Company-sponsored health care plan

Discounted shopping and gym membership

Employee assistance programme

Qualifications

• Experience resolving disputes fairly.
• Ability to build relationships across all levels.
• Resilience in a fast-paced environment.

Responsibilities

• Ensure accurate attribution of delays.
• Manage disputed incidents within timescales.
• Lead and motivate a team of Delay Attributors.

Skills

Clear communication skills

Confident leadership

Strong negotiation abilities

Attention to detail

Proactive self-motivation

Tools

TRUST

BUGLE

Integrale

Job description

internal and Network Rail colleagues, ensuring everything is handled fairly and in line with contractual requirements. You will also lead, coach, and inspire a team of Delay Attributors – developing their skills, setting high standards, and ensuring the accuracy of delay attribution that drives meaningful performance improvements across the network. This isn't just about processes and paperwork - it's about people, collaboration, and the impact you'll have on keeping rail services reliable for millions of passengers.

Responsibilities

• Ensuring the accurate and efficient attribution of delays and cancellations to GWR services.
• Protecting GWR's interests by managing disputed incidents within contractual timescales and industry guidance.
• Leading and motivating a team of Delay Attributors, driving their performance and supporting their training and development.
• Identifying recurring causes of delays and working with senior managers to deliver continuous improvement across the business.
• Overseeing investigations, escalating incidents where necessary, and briefing the Performance Measurement Manager on key issues.
• Maintaining a robust, auditable record of all disputed incidents and their resolution.
• Acting as level 2 dispute resolution escalation point, free rail travel across the GWR network for you and your family.
• Discounted travel with other Train Operating Companies.
• Company-sponsored health care plan.
• Discounted shopping and gym membership.
• Employee assistance programme and much more.

We all belong at GWR. This is our vision for providing an inclusive environment for all our colleagues, ensuring all candidates have an equal opportunity to access meaningful employment. We value our differences such as age, gender, LGBTQIA, ethnicity, religion and disability. We maintain zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent. We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive. We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details. If you require additional support to complete your application due to a disability or neurodivergent condition such as dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.

Qualifications

• Clear communication skills and confident leadership that motivates colleagues from all backgrounds.
• Strong negotiation abilities and experience resolving disputes fairly.
• A proven ability to build and maintain excellent relationships across all levels of an organisation.
• Attention to detail and the ability to balance multiple priorities while meeting strict deadlines.
• A proactive, self-motivated approach and resilience in a fast-paced environment.
• Ideally, experience in Delay Attribution and knowledge of systems such as TRUST, BUGLE, or Integrale (though this is not essential).

Salary: £48,000 per annum

In this pivotal position, you will be the key link in investigating incidents and resolving disputes with our teams and stakeholders, contributing to the continuous improvement of our service delivery.