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Delay Resolution Co-ordinator

2 weeks ago

Cardiff, United Kingdom Network Rail Full time

Delay Resolution Co-ordinator - Cardiff St Patrick's House

**Location**:
Cardiff, GB

**Department Name**:
Wales & Western Region

**About 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. We're an organisation where people matter. **Watch our video to find out more**

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.

**Brief Description**:
Manage and monitor customer performance, to check that both Network Rail’s interest is protected and customers’ issues are addressed.

**About the role (External)**:
**Key Accountabilities**:
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 TRUST Delay Attribution Guide, the resolution of all disputed incidents and subsequent re-attribution, where applicable

**Job Skills, Experience and Qualifications**:
Essential
- Educated to ‘A’ level or equivalent standard
- Knowledge of Network Rail performance systems, and understanding of the performance element of the Track Access Conditions.
- Familiarity with and understanding of the contractual relationship with the customer.
- Knowledge of rail geography and basic operating principles.
- Understanding of all customers contract conditions as regards track access and the relationship with Performance Regimes.
- Good interpersonal skills.

Desirable
- Understanding of financial principles
- Knowledge of the rail industry

**Salary**: £30,000**Drugs and Alcohol Standard**:
We positively embrace flexible working recognising that employees may wish to balance work and family/home life.

In Wales and Western region, you will have the opportunity to join PROUD, our reward and recognition scheme where you can say thanks and recognise colleagues across the region who have demonstrated outstanding values and behaviours.