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Helpdesk Customer Advisor

Please Note: The application deadline for this job has now passed.

Job Introduction

We partner with our Network Rail routes and regions, delivering critical services and essential equipment to help get passengers and good 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, accounts, finance, controls and compliance, reporting, recruitment and helpdesk support.

What will you be doing?

You will deal with a variety of queries in relation to payroll, recruitment, accounts payable and expenses. You will answer telephone queries, respond to emails and provide exceptional service to your customers by offering right first-time information, providing updates, engaging with internal teams to meet targets, SLA’s and KPI’s and continually look for ways we can improve our processes, systems and service offering.

Main Responsibility

  • Responsible for operating high volume query management system, answering calls, emails and chat box queries
  • Keep customers informed of the progress of their queries / expected delivery updates
  • Collaborate with internal teams to share information and best practice, working towards targets and providing first class service
  • Build rapport and customer confidence by dealing with queries effectively
  • Continually looking for ways to improve our processes, systems and the service we offer our customers

The Ideal Candidate

  • Excellent customer service skills
  • Confident communicator with excellent written and verbal communication skills
  • Exceptional listening skills
  • Exceptional attention to detail and accuracy
  • Excellent IT skills; proficient in MS Office suite

What could set you apart

  • Experience with Oracle
  • Experience working in a shared services environment

Package Description

Role Title: Helpdesk Customer Advisor

Salary range: Band 6 £17,290

Contract Type: 12-month secondment / fixed term contract - We have 2 opportunities 

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: 23/11/2021

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

*Our helpdesk operates between the hours of 08:00 – 20:00 so you’ll need to be flexible and able to work between these hours. The role is office based with the possibility of some home working subject to regular review. 


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

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