Main Responsibility

You will be responsible for coordinating the steady state service delivery to one or more client accounts promoting the continuous improvement of productivity, service quality and customer satisfaction contributing to the safe & reliable running of UK rail.

• Responsible for delivering NRT services that meets SLA and delights the customer;
• Forge and manage strong working relationships with Customers and all the teams across NRT, NR & 3^rd party partners to provide the highest delivery quality to clients;
• Matrix-management of the client, internal & external teams to provide consistent Service Delivery against OLA’s and SLA’s developing strong relationships providing trustworthy single point of contact for assigned orders;
• Achieving productivity improvements by owning process creation, reviews & continuous service improvements;
• Assist the Service Delivery Manager in proactively identifying service improvements to improve team performance against KPI’s, OLA & SLA’s. 
• Support the development and maintenance of NRT's OSS & asset management database to maintain accurate inventory
• Maintain necessary documentation of process' on customers orders including key Customer Contact Management communications
• Understand NRT business and client strategy in order to deliver to customer expectations.

The Ideal Candidate

• Proven track record in Delivering high levels of customer service & satisfaction in rapidly changing and competitive telecoms environments
• Experience in Customer Contact Management including Escalation Management
• Excellent communication skills
• Strong telecom service management operations acumen with a “lead by example” and “can do” attitude
• Knowledge of telecoms operational and business support systems
• Operating in a continuous service improvement (CSI) environment and being proactive in developing processes
• Knowledge of Telecoms Products & Services (Voice & Data)
• Systems and IT literate

We are committed to a diverse workplace enriched with representation from diverse cultures, backgrounds and skills. We pride ourselves on creating an environment where difference is embraced, and individuals can thrive. We recognise that the success of the team is dependent on a multi-cultural, multi-disciplined group of individuals, aligned to deliver successful solutions.

At Network Rail, we have a number of employee networks to reflect our diverse population and help to raise issues to the wider workforce and support their membership and support our Everybody Matters strategy, led by our central Diversity & Inclusion team. We have Diversity & Inclusion Champions who take part and lead on many activities, to drive through more initiatives to support an inclusive environment for all its people and promote a professional and positive working environment. For more information on Diversity & Inclusion at Network Rail, please follow this link

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 Resourcer who will happily assist

Package Description

Vacancy type:  Permanent, 35 hours per week, Hybrid working of 2/3 days in the office. We welcome applications from those seeking flexible or part time hours.

Location: The Quadrant, Milton Keynes

Closing date: 10th July 2024

Interviews will take place Virtually

Band & Salary: Band 5

About the Company

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

We offer excellent benefits, including:

Generous annual leave (28 days plus statutory days), with the option to buy/sell days.

✨ Defined benefit pension scheme.

75% subsidy on rail and underground season tickets.

Up to 75% off leisure travel for you and your family (subject to terms and conditions)

️ Interest-free travel loan for train and car park season tickets.

Discounts at stations with your Network Rail pass.

Flexible/hybrid working arrangements.

️ Volunteer leave to make a positive impact.

❤ Healthcare Scheme, GymPass discounts, Cycle to work plus more.

We offer generous maternity, paternity, and adoption leave to support our employees during       significant life moments

We are proud to be recognised as a Times Top 50 Employer for Gender Equality for the third year in a row.

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