Delay Resolution Co-ordinator - Swindon Western House x 2

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Delay Resolution Co-ordinator - Swindon Western House x 2

Sector: Agriculture and Landscaping
Role: Assistant
Contract Type: Permanent
Hours: Full Time

About Network Rail
Join Network Rail - Where People and Connections Matter.
At Network Rail, we're dedicated to keeping passengers and freight moving safely and efficiently across the country. When you join us, you're not just part of a team - you're part of something that matters to millions. We believe that our people are at the heart of what we do, and every role plays a vital part in building a better, more connected railway.
We're committed to creating a diverse, inclusive workplace that reflects the communities we serve. We value flexibility and understand the importance of a healthy work-life balance. As a Disability Confident Leader, we'll do everything we can to accommodate any needs throughout the recruitment process.
If you're ready to make a real difference, we'd love to hear from you!

Brief Description
Manage and monitor customer performance, to check that both Network Rail's interest is protected and customers' issues are addressed.

Key Accountabilities:

1. Provide the Network Rail focus for all train performance data, to be supplied to colleagues working on performance improvement schemes in line with the Network Rail Performance Manual.
2. Manage the contractual elements of the train performance regime with customers, including audit records.
3. Produce reports, for use by customers and Customer Relationship Executive teams, detailing performance issues.
4. Proactively manage the delay disputes process to attain satisfactory settlement of level 2 & 3 disputes with customers.
5. Provide support to line of route teams in managing the relationship with customers in respect of the train performance regime.
6. Check the accuracy of the incentive regimes process and calculations and that all information has been provided to the operators in the required timescale.
7. Develop, in accordance with the TRUST Delay Attribution Guide, the resolution of all disputed incidents and subsequent re-attribution, where applicable.

Job Skills, Experience and Qualifications:

Essential

• Educated to 'A' level or equivalent standard.
• Knowledge of Network Rail performance systems, and understanding of the performance element of the Track Access Conditions.
• Familiarity with and understanding of the contractual relationship with the customer.
• Knowledge of rail geography and basic operating principles.
• Understanding of all customers' contract conditions as regards track access and the relationship with Performance Regimes.
• Good interpersonal skills.

• Understanding of financial principles.
• Knowledge of the rail industry.

Salary and Application

Salary: £27,820 - £32,000 per annum
Closing date: 1st May 2025 - Late applications will not be accepted.
Click apply now to apply.

You can visit Evenbreaks Career Hive for advice on accessibility support if you're unsure of the options available. Should you require any reasonable adjustments/modifications, please email WesternResourcing@networkrail.co.uk.

Network Rail Benefits

To find out about what benefits we offer, click here.

All offers of employment are conditional upon satisfactory completion of pre-employment checks.

We positively embrace flexible working recognising that employees may wish to balance work and family/home life.

Company Overview

Every day, 4.8 million people use our network. Keeping Britain moving and building a better railway for the future is full of challenges – but also tremendous opportunities.

From our commitments to your development, our range of benefits and our approach to Diversity & Inclusion, we believe there are many reasons to join the team at Network Rail.

We’re proactive in empowering employees with the knowledge to help them progress. We encourage all our employees to be ambitious, and offer great training and career development opportunities.

Your Health, Wellbeing and Benefits

We believe that safety and performance go hand in hand and this doesn’t just mean safety on the railway! We are committed to the wellbeing of our employees and believe that should come first.

We provide access to support services such as our employee assistance program to help you with finances, family, health and wellbeing. In addition to this, we offer excellent benefits, are sensitive to work-life balance and encourage our employees to use their 5 volunteer days for their favourite causes.

Benefits Include:

• 28 days annual leave entitlement.
• Discounted online shopping site.
• A range of discounted offers including childcare vouchers, healthcare offers, and other benefits.
• Subsidies of up to 75% on rail and underground season tickets.
• A range of pension schemes.
• 2 weeks paid reserve leave for our Armed Forces community.

Diversity and Inclusion

‘Diversity’ means recognising differences between people while valuing the contribution they make. ‘Inclusion’ means creating safe and welcoming workplaces with fair cultures that encourage innovative and fresh ways of thinking.

Our aspiration is that the behaviours and actions that support diversity and inclusion will come from the conviction of everyone here at Network Rail.

Disability Confident Leader

Network Rail is an accredited Disability Confident Leader. This means, where a disabled applicant meets the essential criteria for any of our vacancies, they will receive an interview.

Find out more about our recruitment process here.

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