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.

Main Responsibility

Supervise day-to-day operational aspects of customer incidents & requests including service levels, call quality, productivity targets and quality of service across all Service Operations Functions.  Support the team leader to coach and develop a team of Service Analysts and apprentices and liaise with internal support functions to deliver customer service and excellence. 

What will you be doing?

1. Supervise daily operations of the team, creating and administering rotas and duty allocations, providing direction, support and guidance to team members to meet operational targets and quality requirements.
2. Monitor and evaluate work and call queues to meet internal SLAs and targets and advise team leaders when resource balancing is required.  
3. Monitor and assess call and incident trends, acting as the escalation point to the team leader for issue resolution, proactively highlighting gaps in processes, knowledge and tools to the team leader.
4. Develop, implement and monitor effectiveness of agreed procedures to respond to requests for assistance by providing information to solve customers’ problems, in accordance with SLAs and targets.
5. Monitor records for high levels of accuracy in capturing call/incident details on Service Management tools in accordance with team processes and procedures and action process or quality issues, escalating to team leader where appropriate. 
6. Drive service improvement initiatives as part of the Service Operations overall service improvement plan, reporting progress against plans and feedback to the team leader.    
7. Provide high levels of customer service providing a consistently friendly, helpful and efficient service and manage and coach team members to improve service quality and aid personal development.
8. Provide first level support for all IT related calls and lead service improvement initiatives to achieve a high level of fix at first point of contact. 
9. Maintain high level of personal productivity to support colleagues and achievement of Helpdesk SLAs and targets. 

The Ideal Candidate

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

Essential

• Demonstrable skills in day-to-day operational management of a team of min 8 people
• Demonstrable coaching skills, with a strong customer focus with the ability to build rapport and engender customer confidence.
• Highly self-motivated, with the ability to concentrate on complex customer problems for significant periods of time. 
• Excellent written and verbal communication skills with attention to detail. 
• Clear speaking voice with the ability to give complex technical instructions in unambiguous, simple language. 
• Excellent listening and questioning skills to fully understand customers’ problems. 
• Strong sense of personal responsibility and achievement with awareness of how personal performance influences service level attainment. 
• Excellent team worker with the self awareness and control to understand how own actions can influence team spirit. 
• Excellent keyboard and accuracy skills. 

Desirable

• Proficient in Desktop Software, (MS Office)
• Use of email (MS Outlook)
• Awareness of Service Management disciplines (e.g. configuration, change, problem, operations, capacity, availability, performance etc.)
• Familiar with recent Windows technology
• ITIL Foundation

Who we are looking for?

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

This position is based in:  Manchester Square One

Closing date: 8th August 2022

Band & Salary:  Band 5, £27,000 - £29,640

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 – Aemi Bestman Aemi.Bestman@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