Job Introduction

This role sits in Route Services, a business area that has been created to supply services to the routes in the safest, most cost-efficient and effective way, enabling them to benefit from economies of scale and optimised national resources.

The Network Rail Telecom (NRT) team is responsible for operating all of Network Rail’s telecoms assets and networks.  This responsibility includes managing asset life cycles as well as the development, delivery and support of first-class telecommunication networks and services.

In simple terms, NRT transports data between A and B enabling Network Rail to run operationally both on the railway (signalling, customer information systems, CCTV cameras etc.) and as a business (desk phones, mobile devices, data connections etc.).  NRT is also playing a key role in the realisation of Network Rail’s digital railway aspiration which requires huge amounts of data managed securely to work.

Main Responsibility

You will be the recognised point of contact for NRT service users providing fault recording, incident updating and advice on order to charge queries enabling maximum availability, performance and utilisation of the service and resources by the customer. To invoke proactive process escalation.

What will you be doing?

1.Managing incoming / outgoing calls associated with incidents and order to charge, tracking the information and providing timely informative updates to the service users.

2.Supporting the end-to-end trouble to resolve process for incidents and requests to improve user experience & service restoration.

3.Responsible for the efficient data capture on various trouble ticket systems and validating information received. Harmonise data between the various trouble ticket systems with a view to proactively manage similar / interdependent incidences across the network and sourcing relevant information to provide speedy closure of faults and SINCS record (TMTH).

4.Escalate incidents, requests and issues according to the appropriate process (incident, problem management & order to charge) to the relevant teams.

5.Responsible for regular proactive escalation/ communication to internal and external customers, partners and management to improve service and user experience.

6.Approve and document the site access requests according to the appropriate site access policies.

7.Analysing work bank and assist with task prioritisation with resolver teams with a view to restore service. 

Meet the essential criteria/ Apply today to join our team!

Essential

• Educated to GCSE / O level (Math & English)
• Experience working within a service desk environment
• Good working knowledge of MS products and other IT software
• Excellent communication skills, both written and oral
• Outstanding customer service skills
• Ability to work under pressure and remain calm
• Good documentation skills
• Excellent prioritisation skills
• Stake holder management

Desirable

• Previous experience in a railway environment
• Previous experience in a telecom’s environment

The Ideal Candidate

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

Package Description

Vacancy Type: Full-time but flexible working patterns will be considered.

Duration: Permanent 

Location: Manchester, Stoke or Doncaster

Closing date: 14th July 2023

Band & Salary: Band 6 – £22,660

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 plus bank holidays, rail subsidies, a range of pension options, flexible and agile working arrangements, discounts on shopping, gym memberships and much more. 

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

For further information of the role please contact judith.adamson@networkrail.co.uk

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