Delay Attributor (Talent Pool)

FirstGroup Internal; Swindon; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading transport company is seeking an analytical professional for a delay attribution role in Swindon. The individual will investigate delay causes, analyze data using IT systems, and liaise with operational teams. Strong communication skills and a background in railway operations or relevant qualifications are preferred. This office-based position offers a dynamic work environment with shifting patterns, striving for continual performance improvement.

Qualifications

• Confident working with and interpreting data.
• Proven ability to build stakeholder relationships.
• Strong commercial awareness of train service performance.
• Enthusiastic approach to work and shift patterns.

Responsibilities

• Investigate incidents to identify delay causes.
• Use IT systems to analyze and report delays.
• Liaise with teams and Network Rail on delay causes.
• Produce Delay Advice Forms and daily tracker updates.

Skills

Strong analytical skills

Excellent communication skills

Ability to manage deadlines

Decision-making skills

Knowledge of railway operations

Education

Relevant qualifications or railway experience

Tools

IT systems (TRUST, Bugle)

Job description

Grade: MS

About the Team:

The Delay Attribution team are part of the Performance team and are based in Western House, Swindon. The team are mainly located in the integrated control centre alongside the control team who are responsible for the real-time delivery of the GWR train service.

Performance is consistently a leading indicator of customer satisfaction. Our attribution team keep their finger on the pulse of operations and proactively review business problems to deliver improvements in our service delivery. We use data from a diverse range of sources, taking advantage of new technology to provide information for colleagues across the business to understand issues affecting the punctuality and reliability of GWR services.

About the job:

The role is responsible for providing the highest standards of delay attribution for the purpose of performance improvement. Investigation of delay causes with GWR functions including engineering, stations, operations etc. The role is also responsible for resolution of any disputes with Network Rail colleagues in line with contractual requirements.

Your main responsibilities will be:

• Investigate all incidents attributed to GWR to accurately identify prime and root causes, including reactionary delays.
• Use IT systems including TRUST and Bugle to analyse delays, identify discrepancies, and complete daily downloads.
• Apply correct delay cause and responsible manager codes in line with DAPR and GWR guidelines.
• Prepare clear acceptance and dispute text, ensuring all disputes follow agreed protocols and contractual timescales.
• Liaise effectively with operational teams, frontline staff, and Network Rail to determine causes of delay and challenge errors appropriately.
• Produce, distribute, and maintain Delay Advice Forms (DAFs) and daily tracker updates.
• Serve as the primary point of contact for onboard crew, handling incoming calls related to real-time operational delays.
• Highlight unresolved incidents and non-reported trains to the appropriate teams and Delay Attribution Team Leader.
• Undertake additional duties as directed by the Delay Attribution Team Leader.

What we're looking for:

• Strong analytical skills with confidence working with and interpreting data.
• Excellent communication skills, both written and verbal, with the ability to build strong stakeholder relationships.
• Proven ability to manage competing deadlines with agility and flexibility.
• Confident, accurate decision‑making with the ability to stand by informed judgments.
• Good knowledge of railway and infrastructure operations and route geography (or the ability to develop this quickly).
• Strong commercial awareness and understanding of train service performance.
• Flexible, enthusiastic approach to work and shift patterns.
• Railway industry experience, relevant qualifications, or an appreciation of railway rules and regulations (desirable).

About the location:

The team is based in Swindon in the Network Rail Integrated Control Centre. This is an office-based job. There are excellent public transport links.

Working Pattern:

Shift Pattern - Yes
Travelling Required - Yes

For further information, please contact- Erika Farkas on 07811 941 445 or [e-mail]

For more information regarding the application process, please contact the Recruitment Team at [e-mail]

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.

https://exceptionalindividuals.com/neurodiversity/

https://www.healthassured.org/blog/neurodiversity/