Delay Resolution Co-ordinator - Swindon Western House

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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]]>