Delay Resolution Co-ordinator
Company
Location
Manchester, England, United Kingdom
Posted At
4/1/2025
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Description
Location
Manchester, GB
Department Name
SC Area Performance Manager (115670) G2
About Network Rail
About NR
We're proud to be recognised as one of the Times Top 50 Employers for Gender Equity for the fourth year running. Find out more from our people here.
Network Rail operates and maintains the railway infrastructure 24/7 365 days a year. Our vision is to put passengers first. We exist to get people and goods where they need to be, on time, every time and support our country's economic prosperity. We are truly ambitious to deliver a safe, resilient and reliable service for our passengers, freight users and stakeholders.
For us, ‘Diversity' means recognising differences between people while valuing the contribution they make. ‘Inclusion' means creating safe and welcoming workplaces with fair cultures that encourages innovative and fresh ways of thinking.
We value the commitments you may have outside of work and will consider flexible and hybrid working applications. If we can make it work – we will! Please click here for more information .
To find out more about us - Take a look here!
Our Route
North West route runs from Cheshire in the south to Merseyside, Greater Manchester, Lancashire, and Cumbria in the North, with the two Northern Powerhouse cities of Liverpool and Manchester on the route, as well as the tourist destinations of Blackpool and the Lake District.
Major stations across the route include Crewe, Liverpool Lime Street, Manchester Victoria and Manchester Piccadilly.
The North West route is part of the North West and Central region.
We're a very busy region, with 1.3 million passengers travelling on our rails every weekday, and 700,000 tonnes of freight moved a week. With 571 stations in the North West & Central region, we make up a quarter of Britain's railway system.
Brief Description
What will you be doing?
In this role you will manage and monitor customer performance, to check that both Network Rail's interest is protected, and customers' issues are addressed.
About The Role (External)
Every day will be different, but you can expect to be involved in the following activities:
We are a Disability Confident Leader and want to make the most of the skills and talents disabled people bring to the workplace -skills and talents we need in our business Click here for more information
Salary and benefits:
Network Rail adheres to a structured pay framework, any salary offered will be within the pay range advertised.
All offers of employment are conditional upon satisfactory completion of pre-employment checks. Click here for more information
Closing date: 7 April 2025. Late applications will not be accepted.
Click ‘apply now' to apply.
Safe behaviour is a requirement of working for Network Rail. Applicants should be able to demonstrate their awareness of our safety vision
We will endeavour to offer a diverse interview panel wherever possible.
Manchester, GB
Department Name
SC Area Performance Manager (115670) G2
About Network Rail
About NR
We're proud to be recognised as one of the Times Top 50 Employers for Gender Equity for the fourth year running. Find out more from our people here.
Network Rail operates and maintains the railway infrastructure 24/7 365 days a year. Our vision is to put passengers first. We exist to get people and goods where they need to be, on time, every time and support our country's economic prosperity. We are truly ambitious to deliver a safe, resilient and reliable service for our passengers, freight users and stakeholders.
For us, ‘Diversity' means recognising differences between people while valuing the contribution they make. ‘Inclusion' means creating safe and welcoming workplaces with fair cultures that encourages innovative and fresh ways of thinking.
We value the commitments you may have outside of work and will consider flexible and hybrid working applications. If we can make it work – we will! Please click here for more information .
To find out more about us - Take a look here!
Our Route
North West route runs from Cheshire in the south to Merseyside, Greater Manchester, Lancashire, and Cumbria in the North, with the two Northern Powerhouse cities of Liverpool and Manchester on the route, as well as the tourist destinations of Blackpool and the Lake District.
Major stations across the route include Crewe, Liverpool Lime Street, Manchester Victoria and Manchester Piccadilly.
The North West route is part of the North West and Central region.
We're a very busy region, with 1.3 million passengers travelling on our rails every weekday, and 700,000 tonnes of freight moved a week. With 571 stations in the North West & Central region, we make up a quarter of Britain's railway system.
Brief Description
What will you be doing?
In this role you will manage and monitor customer performance, to check that both Network Rail's interest is protected, and customers' issues are addressed.
About The Role (External)
Every day will be different, but you can expect to be involved in the following activities:
- 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 DAPR, the resolution of all disputed incidents and subsequent re-attribution, where applicable.
- 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
We are a Disability Confident Leader and want to make the most of the skills and talents disabled people bring to the workplace -skills and talents we need in our business Click here for more information
Salary and benefits:
- Salary: £29,000
- Pro-rata annual leave entitlement (28 days)
- My benefits – our discounted online shopping site
- A range of discounted offers including, childcare vouchers, healthcare offers – cycle to work, healthcare club discounted membership and other benefits
- Subsidies of up to 75% on rail and underground season tickets
- 75% discount on leisure travel (discretionary)
- A choice of contributory pension schemes
- 2 weeks paid reserve leave for our Armed Forces community
Network Rail adheres to a structured pay framework, any salary offered will be within the pay range advertised.
All offers of employment are conditional upon satisfactory completion of pre-employment checks. Click here for more information
Closing date: 7 April 2025. Late applications will not be accepted.
Click ‘apply now' to apply.
Safe behaviour is a requirement of working for Network Rail. Applicants should be able to demonstrate their awareness of our safety vision
We will endeavour to offer a diverse interview panel wherever possible.
Advertise with us by contacting: [email protected]
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