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Sector: Transport and Logistics
Role: Assistant
Contract Type: Permanent
Hours: Full Time
About Network Rail
We're proud to be recognised as one of the Times Top 50 Employers for Gender Equity for the fourth year running. 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 encourage 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!
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:
1. 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.
2. Manage the contractual elements of the train performance regime with customers, including audit records.
3. Produce reports, for use by customers and Customer Relationship Executive teams, detailing performance issues.
4. Proactively manage the delay disputes process to attain satisfactory settlement of level 2 & 3 disputes with customers.
5. Provide support to line of route teams in managing the relationship with customers in respect of the train performance regime.
6. Check the accuracy of the incentive regimes process and calculations and that all information has been provided to the operators in the required timescale.
7. Develop, in accordance with the DAPR, the resolution of all disputed incidents and subsequent re-attribution, where applicable.
In order to be successful in this role, we would like you to have/to be:
1. Educated to A' level or equivalent standard.
2. Knowledge of Network Rail performance systems and understanding of the performance element of the Track Access Conditions.
3. Familiarity with and understanding of the contractual relationship with the customer.
4. Knowledge of rail geography and basic operating principles.
5. Understanding of all customers contract conditions as regards track access and the relationship with Performance Regimes.
6. Good interpersonal skills.
We would also like but it isn't crucial to have/to be:
1. Understanding of financial principles.
2. Knowledge of the rail industry.
Company
Every day, 4.8 million people use our network. Keeping Britain moving and building a better railway for the future is full of challenges – but also tremendous opportunities.
From our commitments to your development, our range of benefits and our approach to Diversity & Inclusion, we believe there are many reasons to join the team at Network Rail.
We’re proactive in empowering employees with the knowledge to help them progress. We encourage all our employees to be ambitious and offer great training and career development opportunities. As the railway becomes bigger and more technologically advanced, it’s crucial that our employees have the right skills to develop their careers and meet the challenges ahead.
We believe that investing in our people is one of the most effective ways of improving the safety, reliability and efficiency of the railway.
We also know that it’s vital to get each individual’s training programme just right. As well as helping us to meet our immediate needs, we believe this is an approach that encourages people to stay with us and develop their careers.
Your health, wellbeing and benefits
We believe that safety and performance go hand in hand and this doesn’t just mean safety on the railway! We are committed to the wellbeing of our employees and believe that should come first.
We provide access to support services such as our employee assistance program to help you with finances, family, health and wellbeing. In addition to this, we offer excellent benefits, are sensitive to work-life balance and encourage our employees to use their 5 volunteer days for their favourite causes.
We have a range of benefits including:
* 28 days annual leave entitlement.
* 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.
* A range of pension schemes.
* 2 weeks paid reserve leave for our Armed Forces community.
What Diversity and Inclusion means to us
‘Diversity’ means recognising differences between people while valuing the contribution they make. ‘Inclusion’ means creating safe and welcoming workplaces with fair cultures that encourage innovative and fresh ways of thinking.
Our aspiration is that the behaviours and actions that support diversity and inclusion will come from the conviction of everyone here at Network Rail – making diversity and inclusion a conscious part of how we run our business throughout Britain.
Disability Confident Leader
Network Rail is an accredited Disability Confident Leader. This means, where a disabled applicant meets the essential criteria for any of our vacancies, they will receive an interview.
Find out more about our recruitment process here.
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