Delay Resolution Co-ordinator - Swindon Western House

Overview

Manage train performance data, resolve delay disputes and ensure contractual compliance.

Key Responsibilities

• contract management
• data provision
• delay disputes
• reporting
• incentive checks
• incident resolution

Tasks

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

Requirements

• rail geography
• financial principles
• a‑level
• contract knowledge
• network rail
• interpersonal

What You Bring

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

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About Network Rail

-Responsible for managing the country’s railway infrastructure, playing a vital role in the UK's transport system. -Ensures the safe passage of trains through its management of critical railway assets. -Origins date back to 2002, when the rail infrastructure was brought into public ownership. -Based in Milton Keynes, it is a crucial player in delivering major transportation projects. -Typical projects include track renewal, station modernization, and large-scale electrification efforts. -Oversees one of the world’s most complex and busiest rail networks, with significant investment in improving connectivity across the UK. -Focuses on maintaining safety and operational efficiency through cutting-edge technology and engineering solutions. -Collaborates with train operators and local authorities to ensure seamless travel experiences for passengers. -Delivers the High Speed 2 (HS2) project, set to revolutionize rail travel in the UK. -Committed to improving sustainability and reducing the environmental impact of rail transport.

Sector Specialisms

Security Clearance

-employment conditional on satisfactory pre‑employment checks. -some roles require face‑to‑face drug and alcohol testing.