Delay Resolution Co-ordinator - #1785213

Location

Glasgow, GB

Department Name

OS Performance Data Quality Manager (110585) G3

About Network Rail

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. We’re 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 don’t 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.

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.

We want to help deliver a railway which is safe, reliable, affordable and that provides great customer service to everyone. For more information about Network Rail click here

Brief Description

A Delay Resolution Co-ordinator navigates conflict scenarios, mediating between internal and external parties to achieve resolution. Responsibilities include analysing disputes, facilitating negotiations, and implementing effective solutions. You will also be responsible for monitoring train performance through internal reports to facilitate financial negotiations at a higher level. You will ensure Network Rails interest is protected, and customer issues are addressed by ensuring compliance with national documents set out by the Office of Rail & Road.

Previous Railway Experience Is Not Essential.

About the role (External)

Here are some of the duties your role will include: -

• 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.
• Manage the contractual elements of the train performance regime with customers, including audit records.
• Produce reports, for use by customers and Customer Relationship Executive teams, detailing performance issues.
• Proactively manage the delay disputes process to attain satisfactory settlement of level 2 & 3 disputes with customers.
• Provide support to line of route teams in managing the relationship with customers in respect of the train performance regime.
• Check the accuracy of the incentive regimes process and calculations and that all information has been provided to the operators in the required timescale.
• Develop, in accordance with the TRUST Delay Attribution Guide, the resolution of all disputed incidents and subsequent re-attribution, where applicable.
  
  
  

What you will bring to the role: -

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
  
  
  

How To Apply (External)

Salary: £32,000 - £38,000

Network Rail Benefits – To find out about what benefits we offer, click here

Closing date: Midnight of 07.07.25

Please note proof of all essential qualifications will be required.

Please get your application in as soon as possible, we may close the advert before the listed closing date if we receive enough applications. Late applications will not be accepted.

Please note the recruitment process for this role is a competency based interview.

We're dedicated to creating an inclusive environment and we welcome applications from everyone!

Network Rail is a Disability Confident Leader 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. You can visit Evenbreak’s Career Hive for advice on accessibility support if you’re unsure of the options available. Should you require any reasonable adjustments/modifications, please add a note to your application.

All offers of employment are conditional upon satisfactory completion of pre-employment checks. Click here for more information

Interviews are scheduled to take place during the week beginning 14th July and will be held face to face at our St Vincent Street offices. If you are unable to attend in person, we may be able to arrange a Microsoft Teams interview —please email [email protected] with your details, including the job title of the position you are applying for.