Location
Milton Keynes, GB
Department Name
CO Property Information & Reporting Team (338461) G4
About Network Rail
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.
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We're committed to creating a diverse, inclusive workplace that reflects the communities we serve. To discover more about our ED&I commitments
click here. 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. You can visit
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If you're ready to make a real difference, we'd love to hear from you!
Vacancy Details
Duration: Fixed term of 12 months with the potential to extend or go permanent. (Please note, secondments are subject to line manager approval, please discuss this with them before applying).
Location: This role is based in Milton Keynes. This role is a full-time opportunity, flexible working patterns will be considered. For Quadrant MK, you must live within 75 minutes.
Band & Salary: (Band 5) £26,000 - £29,000
Brief Description
To coordinate timely and effective responses to customer-reported issues by managing and directing requests to the appropriate internal teams or departments. This role involves tracking the progress of each request, ensuring resolutions are delivered efficiently, and keeping customers informed throughout the process to maintain a high standard of service and communication.
About The Role (External)
What does the average day look like?
An average day in this role involves a mix of providing specialist advice, managing data, and ensuring system performance. You will start your day by checking and responding to helpdesk calls and tickets, providing necessary support and updating helpdesk scripts. Throughout the day, you'll be monitoring the Horizon system's performance, identifying potential improvements, and promoting process compliance to enhance data quality and integrity.
You will also be responsible for managing and analysing data to generate timely reports and recommendations on system usage and availability. Regularly updating Horizon information on relevant sites and maintaining fault log systems are key tasks to ensure smooth operations. Additionally, you will coordinate user communications, briefings, site visits, and training sessions to promote the effective use of Horizon.
Who are we looking for?
We are looking for a proactive and detail-oriented individual with strong analytical skills and a passion for improving processes. The ideal candidate will have experience in providing specialist advice and managing data within a technical environment. Excellent communication and inter-personal skills are essential, as you will be interacting with internal customers and coordinating user communications and training.
You should be adept at identifying system performance issues and opportunities for improvement, with a commitment to maintaining high data quality and integrity. Experience in managing helpdesk calls and maintaining fault log systems is also important. If you are someone who thrives in a dynamic environment and enjoys working collaboratively to deliver effective service provision, we would love to hear from you.
Essential Criteria
- Proficient in Microsoft Software, (i.e. MS365, Word, Excel)
- Use of email (MS Outlook)
- Appreciation of the significance of metrics associated with a problem or incident
- Strong communication and attention to detail
- Familiarity with methods and techniques used to report progress of activity against plan
Desirable
- Experienced use of (MRI) Horizon- Property Management System.
- Understanding of other Service Delivery disciplines (e.g. configuration, change, problem, operations, capacity, availability, performance etc.)
- Methods and techniques for reporting progress and financial compliance against an agreed plan
How To Apply (External)
Please see attached job description for full details.
Closing date: Wednesday 23rd July. However, early application is advised as we reserve the right to close the advert early based on application volumes.
Next Steps: Interviews will be held W/C 28th July, depending on business requirements.
Safe behaviour is a requirement of working for Network Rail. Applicants should be able to demonstrate their awareness of our Safety Vision
If you require any support with your application, please click here for contact details.
All offers of employment are conditional upon satisfactory completion of pre-employment checks. Click here for more information
Some of our great benefits:
🌍 Flexible/hybrid working arrangements considered.
🌞 Generous annual leave (28 days plus statutory days), with the option to buy/sell days.
🎁 Discounts at stations with your Network Rail pass.
Defined benefit pension scheme
🚂 75% subsidy on train tickets.
🎟 ️ Interest-free travel loan for train and car park season tickets.
🕊 ️ Volunteer leave to make a positive impact.
Plus more….
