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About Network Rail
Join Our Team at Network Rail!
Are you ready to make a difference in people's lives? At Network Rail, we connect passengers and freight customers, ensuring safe and efficient transportation across the country. We're an organisation where people truly matter, and when you join us, you matter to us and millions of others. We're dedicated to building a diverse and inclusive organisation that reflects the passengers we serve. To achieve this, we're committed to becoming an open, diverse, and inclusive workplace, leveraging the skills and expertise of our talented workforce. Together, we strive to create a safe and accessible railway for everyone. Investing in our people is key to enhancing the safety, reliability, and efficiency of our railway system. If you're passionate about making a meaningful impact, then this opportunity is for you!
About our people and the recruitment process
We're an inclusive employer of choice and we welcome applications from everyone! We encourage our colleagues to work flexibly, as we know traditional working patterns don't always fit. If you want to consider working flexibly, just let us know and we'll do our best to help and invest in your career with us, whilst you have a healthy work life balance.
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
Network Rail Training is committed to this goal. We aim to create an environment where every individual is able to succeed and is encouraged to reach their full potential, helping the company to become a natural choice for talented people to join.
We deliver a wide range of learning solutions from technical and vocational skills, through to professional development, safety, leadership, new entrant programmes and higher education designed and developed to enable continuous improvement of safety and business performance across the business. Everything we do is to support Network Rail's safety culture of getting everyone home safe every day.
As a Helpdesk Customer Advisor within Network Rail Training, you will deliver a right first time customer service to a range of internal and external Network Rail Training customers and stakeholders in accordance with organisational policy and process.
About the role (External)
Key Accountabilities
* Operate a high-volume query management system answering queries in relation to Network Rail Training.
* Adhere to processes relevant to each issue to meet the business need and to minimise business impact.
* Keep customers informed of the progress of queries / expected delivery updates, engaging with Network Rail Training teams and working to service level agreements.
* Deliver right first-time levels of customer service providing an engaging, positive and vibrant customer experience.
* Develop / continually improve relations with key stakeholders, play your part in embedding a customer centric culture where all team members consider the impact on customers and their future requirements.
* Identify, highlight and champion areas of continuous improvement to drive service improvement.
* Play your part in adopting an inclusive culture where individuals can be themselves and are free to challenge existing process without discouragement. Engage with others to support a culture of operational responsibility where individuals take personal ownership for delivery.
Essential
* Experience of working in a customer service, helpdesk environment
* Exceptional listening skills
* Professional telephone manner
* Able to demonstrable excellent customer service skills
* Experience of managing difficult conversations to a positive outcome
* Able to demonstrate the ability to influence stakeholders positively.
* Excellent communication skills
* IT literate, strong excel, word and PowerPoint knowledge.
Desirable
* A knowledge of the railway industry and rail training sector
* Experience of training administration.
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