Job Introduction

As a Helpdesk Customer Advisor at Network Rail, you will be at the forefront of our mission to provide unparalleled customer support to both our internal and external Shared Services customers.

What We're Looking For In Your Experience:

- **Customer-Focused:** A passion for delivering outstanding customer service and a commitment to resolving issues promptly and professionally.

- **Tech-Savvy:** Confidence in navigating around multiple systems to find solutions quickly.

- **Payroll Pro:** Prior experience in payroll, with the ability to manage payroll-related queries efficiently.

- **Attention to Detail:** Meticulous approach to ensure compliance with all relevant policies and regulations.

- **Excellent Communicator:** Strong verbal and written communication skills to interact effectively with a wide range of stakeholders.

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.

Main Responsibility

Your Day To Day Responsibilities:

• Responsible for operating high volume query management system answering telephone, email and chat queries in relation to  payroll, recruitment and accounts payables
• Keep customers informed of the progress of queries / expected delivery updates, engaging with internal shared service teams and working to service level agreements.
• Ability to thrive in a busy, customer orientated environment, enjoying the challenges and rewards involved in dealing with hundreds of different customers delivering a right first time levels of service.  
• As the voice of NR shared services, you’ll always provide an engaging, positive, vibrant and extraordinary customer experience representing the shared service brand.
• Develop / continually improve relations with key stakeholders, play your part in embedding a customer centric culture where all team members consider the impact on customers and their future requirements.
• Support the Network Rail better day every day initiative by highlighting areas of potential improvement at the daily / weekly focus groups.     
• Play your part in adopting an inclusive culture where individuals can be themselves and are free to challenge existing process without discouragement. Work with others to support a culture of operational responsibility where individuals take personal ownership for delivery.   

Please refer to the JD for full description

What Training Can I expect?

Your commitment to self-development and continuous learning is hugely important in this role and we'll provide you with all the training to help you develop into role. 

What Are My Working Hours?

Our helpdesks are open from 8am – 6pm Monday to Friday, and every fortnight until 8pm. We operate a rota within these times therefore you can expect to work until 8pm 1 in 4 times.  

What’s the location like?

Located in the heart of Manchester, Network Rail's Square One office boasts a great location for commuters and professionals alike. Just a short 5-minute walk from Manchester Piccadilly Train Station, it offers exceptional convenience for those traveling by rail. Surrounded by a vibrant array of shops, cafes, and cultural hotspots, Square One provides the perfect blend of accessibility and urban excitement, making it an ideal workplace for those who thrive in a city environment.

The Ideal Candidate

Experience we would be looking for:

• Exceptional listening skills
• Professional telephone manner
• Able to demonstrable excellent customer service skills
• Experience of managing difficult conversations to a positive outcome 
• Able to demonstrate the ability to influence stakeholders positively
• Excellent communication skills

Nice to have but no essential:

• Occupational knowledge of shared services
• Educated to degree level or equivalent
• ORACLE eBusiness Suite experience

Network Rail Benefits:

• A blend of home and office working (city centre location)
• 28 days holiday's + bank holidays
• A 35-hour working week (+ access to apply for flexible working & agile working)
• A huge 75% discount on leisure travel on most Train services throughout Great Britain 
• A huge 75% discount on commuter on train travel in addition to leisure travel
• Regular 1-1s with your manager discussing your development
• Access to apply for further study
• A laptop to call your own for the duration of your employment
• A range of enhanced pension schemes
• Shopping discounts/ Cycle to work schemes/ gym memberships and much more!

**How to Apply:**

Visit our careers page at [Network Rail Careers](https://www.networkrail.co.uk/careers) and search for the Helpdesk Customer Advisor position to submit your application. Don’t miss this exciting opportunity to join our team and be a part of something truly special!

Package Description

**Join the Dynamic Team at Network Rail: Become a Helpdesk Customer Advisor Today!**

Are you passionate about delivering top-notch customer service? Do you thrive in a dynamic environment where every day brings new challenges and opportunities? If so, we want you to be a part of Network Rail’s exceptional team as a Helpdesk Customer Advisor!

Role: Helpdesk Customer Advisor

Contract Type:     x1 Permanent

                              x1, 12 month FTC

                              x1 12 month FTC Part time

Salary range: Band 6 £21,820 per annum (Hybrid Working 60% of your time in the office)

Location: Manchester Square one, M1 2NY 

Closing date: 30/7/2024

First stage  will be a 10 minute telephone pre screener call – taking place on 9^th August 2024

Second and final stage will be a competency based interview from – taking place 16^th August 2024

Do you consider yourself to have a protected characteristic? If so and you require any additional support with your application please do not hesitate to contact the Resource Team who will happily assist RSResourcing@networkrail.co.uk

About the Company

This role is based in 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.

About Network Rail We own, repair, and develop the railway infrastructure in England, Scotland and Wales. We Matter To Millions - YouTube). We are a Stonewall Top 100 Employer

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

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

All candidates will be required to undergo and pass a drugs and alcohol test. Your application will be rescinded if you record a positive test. All positive drugs and alcohol test results for candidates will be securely held on Sentinel database and a 5 year suspension from applying for a safety critical role, a role which requires PTS certification or a Key Safety role on Network Rail Managed Infrastructure will be enforced.

Network Rail Infrastructure Ltd