Delay Attribution Team Leader

**Who are we?**

GWR is the proud custodian of Brunel's railway - one of the most prestigious networks in the world. We have some of the newest trains in the country and exciting plans to extend our services. With more than one hundred million passenger journeys each year, we carry people to over 275 stations in the South West, from Cornwall and South Wales to London, passing through beautiful country and some of the UK's top tourist destinations.

We are transforming the way people think about train travel, empowering our team of over 6,000 people from all different backgrounds to make it a great experience for our customers. Together, we will revalue rail as a very special way to travel - relaxing, fast, efficient, friendly and fun.

**About the team?**

The Delay Attribution team are part of the Performance team and are based in Western House, Swindon. The team are mainly located in the integrated control centre alongside the control team who are responsible for the real-time delivery of the GWR train service.

Performance is consistently a leading indicator of customer satisfaction. Our attribution team keep their finger on the pulse of operations and proactively review business problems to deliver improvements in our service delivery. We use data from a diverse range of sources, taking advantage of new technology to provide information for colleagues across the business to understand issues affecting the punctuality and reliability of GWR services.

**About the job?**

The role is responsible for the resolution of disputes with Network Rail colleagues in line with contractual requirements. It is also responsible for leading, training and assessing a team of Delay Attributors to meet the highest standards of delay attribution for the purpose of performance improvement.

**Your main responsibilities will be**:

- Ensuring the accurate and efficient attribution of delays and cancellations to GWR services
- Ensuring GWR's interests are appropriately managed through resolution of disputed incidents within contractual timescales and in line with industry guidance
- Leading a team of Delay Attributors, ensuring the highest level of performance and motivation
- Supporting the facilitation of the internal attribution process

**You'll need to be**:

- An excellent communicator and team player
- Self-motivated and able to work to strict deadlines
- A strong negotiator
- Able to prioritise and manage a variable workload
- Focussed with an eye for detail

**You'll need to have**:

- Strong negotiation skills
- Experience of establishing and maintaining excellent relationships
- The ability to lead and motivate a team
- Competence in Delay Attribution*

**About the location?**

The team is based in Swindon in the Network Rail Integrated Control Centre. There are excellent public transport links. There will be opportunities to travel and work around the GWR network

**Working Pattern?**

Working hours are Monday to Friday office hours with a need to work flexibly on occasion

**The Reward?**

As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including on-going development, defined benefit pension scheme, free rail travel across the GWR network for you and your family, company-sponsored health care plan, discounted shopping and gym membership and an employee assistance programme.

We value our differences such as age, gender, LGBTQIA, ethnicity, religion and disability. We maintain zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.