Delay Resolution Co-ordinator

Network Rail

  • Contact: Human Resources
  • Reference: IRC2173194

The railway plays a critical role in connecting people, businesses and communities to support both regional and national economic growth. We run the safest railway in Europe, committed to getting everyone home safe every day. In our role as an asset management service organisation, Network Rail owns, operates, maintains and, where funded, enhances the railway infrastructure.

With a 5,000-strong workforce and 2,700 miles of railway, our routes are here to serve communities and businesses of Wales, the Thames Valley, West of England and the South West Peninsula.

We transport commuters to key employment hubs including London, Cardiff, Bristol, Birmingham, Manchester and Liverpool. We directly serve London Heathrow, Europe's busiest international airport and provide connections to Cardiff, Bristol, Birmingham, Manchester, and London Gatwick airports. We support leisure and tourism in all of these areas and support critical freight services, notably aggregates, moving millions of tonnes of freight every year.

We are focussed on getting the basics right; putting the passenger first to provide a safe, reliable and high performing railway every day. Immediate challenges include the December 2019 timetable change - the biggest timetable changes to GWR services since 1976 - which will provide thousands of extra seats, more frequent services and quicker journeys.

Route Businesses plan, operate and maintain the railway day-to-day. Our business units ' 'routes' ' work closely with our customers, and are accountable for improving customer service, safety, and performance, as well as providing a value for money railway.

The performance measurement team are responsible for monitoring our stakeholders performance across the route with our team vision - Accurately attributing delays in line with Delay Attribution Principles and Rules delivering for our customers a safe, reliable, affordable and growing railway here in the Wales & Borders Route.

As Delay Resolution Co-ordinator, you will manage and monitor customer performance, to check that both Network Rail's interest is protected and customers' issues are addressed.

The key accountabilities of the role are summarised as follows:

1. You'll 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. You'll manage the contractual elements of the train performance regime with customers, including audit records.

3. You'll produce reports, for use by customers and Customer Relationship Executive teams, detailing performance issues.

4. You'll proactively manage the delay disputes process to attain satisfactory settlement of level 2 & 3 disputes with customers.

5. You'll provide support to line of route teams in managing the relationship with customers in respect of the train performance regime.

6. You'll 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. You'll develop, in accordance with the TRUST Delay Attribution Principles and Rules, the resolution of all disputed incidents and subsequent re-attribution, where applicable.

Do you have?

' 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

Network Rail welcomes applications regardless of age, disability, marital status (including civil partnerships), pregnancy or maternity, race, religion or belief, sexual orientation, transgender status, sex (or gender), employment status, trade union affiliation, or other irrelevant factor. We will interview all disabled applicants who meet the essential criteria. We positively embrace flexible working recognising that employees may wish to balance work and family/home life.

Keeping people safe on the railway is at the heart of everything we do, safe behaviour is therefore a requirement of working for Network Rail. Applicants should demonstrate their personal commitment to safety in their application.

Salary: '26,500

Closing date: 27/01/2020. Late applications will not be accepted. We retain the right to close the advert before the listed closing date based on application volumes.

This vacancy is for a fixed term opportunity for 6 months

This contract is likely to become permanent.

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