Delay Resolution Co-ordinator Glasgow, Scotland
Job description
Location
Glasgow, GB
Department Name
Scotland
About Network Rail
At Network Rail, our passengers and freight users are at the heart of everything we do. We help connect people to their friends and families and get goods to their destination safely and efficiently. We’re an organisation where people matter. Watch our video to find out more!
Scotland's Railway is part of this large family and it covers a large geographical area from the Borders to Thurso at the far tip of the North East of Scotland, accounting for almost 20 per cent of the UK rail network. We provide rapid access along busy commuter routes to our seven cities, servicing the varied needs of our business and leisure commuter services, including cross border services and rural services. We have up to 50 freight services operating every day and we are steadily building capacity for this to grow. Our ambition to be responsive to passengers and freight users, drives us every day and we're empowered to do the right thing for those who use the rail network. We actively challenge unsafe practices and take responsibility for addressing risks, resolving issues and protecting safety and wellbeing.
Our colleagues are encouraged to work flexibly as we know that busy lives don’t always fit around a traditional working pattern, if you need flexibility to complete your role just let us know and we will do our upmost to help you to invest in your career with us while balancing other aspects of your life.
We're also a Disability Confident Leader employer and we’ll try our best to adapt the process and offer a reasonable alternative to help support people with disabilities access, apply and interview for roles.
Brief Description
As a Delay Resolution Co-ordinator you will be responsible for the management of dispute queries through investigation and to the point of resolution for both our internal and external customer. You will manage the capture of quality performance data to enable the consistent application of the delay attribution process within the route.
About the role (External)
Here are some of the duties your role will include: -
- 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.
- Manage the contractual elements of the train performance regime with customers, including audit records.
- Produce reports, for use by customers and Customer Relationship Executive teams, detailing performance issues.
- Proactively manage the delay disputes process to attain satisfactory settlement of level 2 & 3 disputes with customers.
- Provide support to line of route teams in managing the relationship with customers in respect of the train performance regime.
- Check the accuracy of the incentive regimes process and calculations and that all information has been provided to the operators in the required timescale.
- Develop, in accordance with the TRUST Delay Attribution Guide, the resolution of all disputed incidents and subsequent re-attribution, where applicable.
What you will bring to the role: -
- 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.
It’s desirable if you have it to help give you context to the role: -
- Understanding of financial principles
- Knowledge of the rail industry
Salary :Starting at £26,000 and rising to £28,000 per annum
Closing date: 7th July 2023.
Please get your application in as soon as possible, we may close the advert before the listed closing date if we receive enough applications. Late applications will not be accepted. Please note that we are continuing to conduct our interviews on-line.
We're dedicated to creating an inclusive environment and we welcome applications from everyone!
Network Rail is a Disability Confident Leader and we’ll try our best to adapt the process and offer a reasonable alternative to help support people with disabilities access, apply and interview for roles. You can visit Evenbreak’s Career Hive for advice on accessibility support if you’re unsure of the options available. Should you require any reasonable adjustments/modifications, please add a note to your application.
Drugs and Alcohol Standard:
Our Drugs and Alcohol Standard has changed. All prospective candidates will be required to undergo and pass a drugs and alcohol test. Your application will be rescinded if you record a positive test. All positive drugs and alcohol test results for prospective candidates will be securely held on Sentinel database and a 5 year suspension from applying for a safety critical role, a role which requires PTS certification or a Key Safety role on Network Rail Managed Infrastructure will be enforced.
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. You should demonstrate your personal dedication to safety on your application.
