Be the primary interface with Network Rail internal and external stakeholders to protect our assets and reputation within agreed timescales. Manage activities within agreed resource levels and budgets to meet expectations. Work for and closely with the delivery unit infrastructure maintenance deliver manager, and the delivery unit off track teams to direct public complaints and resolve 3^rd party issues. Important pivotal role within the delivery unit that is customer facing and seeks to resolve service requests within tight deadlines. Liaise and work with our internal community relations team.
About the role (External)
Here are some of the duties your role will include: -
· Manage the interface with local authorities, key stakeholders and internal Communications teams, specifically Community Relations, in dealing with and resolving public complaints within agreed timescales.
· Provide safety & technical advice and conditions to stakeholders to enable compliance with Network Rail policies and standards.
· Manage environmental issues to maintain compliance with environmental legislation.
· Manage the process to recover Third Party costs against Network Rail where appropriate & protect Network Rail from possible liability claims.
· Manage the proactive and reactive mitigating actions taken by the Delivery Unit to achieve the highest levels of customer satisfaction.
· Undertake an appropriate programme of work quality checks.
· Develop, agree & manage a plan of works, compliant with Network Rail Standards that satisfy all stakeholders expectations.
· Manage the budgetary spend for contractor resource and staff where instructed.
· Manage in conjunction with the local Community Relation Manager the pre-notification process between Network Rail and our lineside neighbours for any works which will affect them.
· Qualified to HND/HNC level or equivalent experience
· In depth understanding of corporate policy regarding dealing with public complaints
· Proven successful track record in customer relationship management
· Able to demonstrate highly developed problem solving skills
· Able to demonstrate excellent interpersonal, influencing, communication and organisation skills
· Proven ability in influencing internal & external stakeholders
· Detailed knowledge of Network Rail Standards
· Good knowledge of the Statutory Railway Notices; including by-laws
Desirable
· Knowledge of operational railway environment
· Experience of Outside Parties Work
· Detailed knowledge of functional disciplines including maintenance and operations
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. Were 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 dont 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.