Job Introduction

We partner with our Network Rail routes and regions, delivering critical services and essential equipment to help get passengers and goods to where they need to be. To find out more watch our video.

About Shared Services

Our Shared Services team deliver specialist processes that have a direct impact on the performance of Network Rail, our customers and suppliers. These services include payroll, recruitment and onboarding, payables, receivables, financial accounting, reporting, controls and compliance, and helpdesk support.

The Executive services are an end-to-end query management team within Shared Services, supporting our Senior Stakeholders with all queries relating to Shared Services activity.  We provide a platinum telephony, email, and chat service to our customers, engaging with our colleagues across the business to provide right first-time responses.  We operate our service from 0800-1800 Monday through to Friday and work on a rotational shift basis.

Main Responsibility

As an Executive Services Assistant, you will be providing end-to-end query resolution for calls, live chats, and emails from Senior Stakeholders at Network Rail. You will be working alongside a team of 7 including the Executive Services Team Manager and be working towards KPIs and SLAs agreements within a quality framework. 

The Ideal Candidate

• Excellent customer service skills  
• Is an effective communicator through different mediums
• Able to provide a right first-time response to queries
• Can engage effectively with senior stakeholders
• Experience working towards KPI’s and SLA’s
• Work quickly using different applications

What could set you apart

• Shared service experience
• Telephony experience
• Experience with oracle and/or a CRM system

Package Description

Role Title: Executive Services Assistant

Salary range: £21,840 per annum

Contract Type: Permanent 

Location: Square One | 4 Travis Street | Manchester M1 2NY

At Network rail you will have a clear development path, access to training and enjoy a range of employee benefits, such as; up to 28 days annual leave, rail subsidies, a range of pension options, flexible and agile working arrangements, discounts on shopping, gym memberships and much more.

Closing date: 02/04/2024

Click ‘apply for this job’ to apply. If you would like to speak the Resourcing Team please contact: hamidur.rahman@networkrail.co.uk

*Our helpdesk operates between the hours of 08:00 – 18:00 Monday to Friday so you’ll need to be flexible and able to work between these hours.

*We are currently taking a hybrid approach, so you would be expected to work from the office at least 2 days per week.

About the Company

We’re an organisation where people matter. We matter to millions.

Our role is to run a safe, reliable and efficient railway, serving customers and communities. We exist to get people and goods where they need to be and to support our country’s economic prosperity. Safety is our number one priority. 

We're undertaking an ambitious change. Our vision is Putting Passengers First - becoming a company that is on the side of passengers and freight users.

As one of the UK’s leading equal opportunities employers, our values and the way we behave is important to us and we have created an environment where we value and respect every individual's unique contribution. We have seven employee networks that provide fantastic support, opportunities and development for applicants from all backgrounds. Click here for more information

Network Rail Infrastructure Ltd