Service Delivery Co-ordinator

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Sector: Transport and Logistics
Role: Assistant
Contract Type: Permanent
Hours: Full Time

About Network Rail
Join Network Rail - Where People and Connections Matter.
At Network Rail, we're dedicated to keeping passengers and freight moving safely and efficiently across the country. When you join us, you're part of something that matters to millions. We believe that our people are at the heart of what we do, and every role plays a vital part in building a better, more connected railway.
We're committed to creating a diverse, inclusive workplace that reflects the communities we serve. We value flexibility and understand the importance of a healthy work-life balance. As a Disability Confident Leader, we'll do everything we can to accommodate any needs throughout the recruitment process.
If you're ready to make a real difference, we'd love to hear from you!

Brief Description
The railway has seen nearly 200 years of technology and innovation that has transformed how we provide services to passengers and freight customers. Technology is continuing to transform the railway industry. Imagine an exciting environment where Digital, Data, and Technology (DDaT) are not just buzzwords but the driving force behind every operation, every decision, and every solution. As part of the DDaT directorate, you have a unique opportunity to enable our customers and industry partner with modern and transformative technology. From the day-to-day IT operations that keep a national railway running, to the extensive delivery programmes that are helping to reshape the railway, we are at the forefront of all of it. We operate with a talented and passionate workforce, fostering empowered individuals and teams who understand that technology is not just a tool; it's the catalyst for progress, especially in an ever-demanding industry where change is a constant.
Get ready to embark on a journey where your skills will not just be utilised; they'll be honed and expanded. You're not just joining a team; you're becoming part of a collective force helping to build and operate a railway fit for the next 200 years!

About the role (External)
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.

What will you be doing?

• Responsible for delivering NRT services that meet SLA and delight the customer;
• Forge and manage strong working relationships with Customers and all the teams across NRT, NR & 3rd party partners to provide the highest delivery quality to clients;
• Matrix-management of the client, internal & external teams to provide consistent Service Delivery against OLAs and SLAs 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 KPIs, OLA & SLAs;
• Support the development and maintenance of NRT's OSS & asset management database to maintain accurate inventory;
• Maintain necessary documentation of processes on customers' orders including key Customer Contact Management communications;
• Understand NRT business and client strategy in order to deliver to customer expectations.

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

• 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.

Company

Every day, 4.8 million people use our network. Keeping Britain moving and building a better railway for the future is full of challenges – but also tremendous opportunities.
From our commitments to your development, our range of benefits and our approach to Diversity & Inclusion, we believe there are many reasons to join the team at Network Rail.
We’re proactive in empowering employees with the knowledge to help them progress. We encourage all our employees to be ambitious, and offer great training and career development opportunities. As the railway becomes bigger and more technologically advanced, it’s crucial that our employees have the right skills to develop their careers and meet the challenges ahead.
We believe that investing in our people is one of the most effective ways of improving the safety, reliability and efficiency of the railway.
We also know that it’s vital to get each individual’s training programme just right. As well as helping us to meet our immediate needs, we believe this is an approach that encourages people to stay with us and develop their careers.

Your health, wellbeing and benefits

We believe that safety and performance go hand in hand and this doesn’t just mean safety on the railway! We are committed to the wellbeing of our employees and believe that should come first.
We provide access to support services such as our employee assistance program to help you with finances, family, health and wellbeing. In addition to this, we offer excellent benefits, are sensitive to work-life balance and encourage our employees to use their 5 volunteer days for their favourite causes.

We have a range of benefits including:

• 28 days annual leave entitlement;
• My benefits – Our discounted online shopping site;
• A range of discounted offers including childcare vouchers, Healthcare offers – cycle to work, healthcare club discounted membership and other benefits;
• Subsidies of up to 75% on rail and underground season tickets;
• A range of pension schemes;
• 2 weeks paid reserve leave for our Armed Forces community.

What Diversity and Inclusion means to us

‘Diversity’ means recognising differences between people while valuing the contribution they make. ‘Inclusion’ means creating safe and welcoming workplaces with fair cultures that encourage innovative and fresh ways of thinking.
Our aspiration is that the behaviours and actions that support diversity and inclusion will come from the conviction of everyone here at Network Rail – making diversity and inclusion a conscious part of how we run our business throughout Britain.

Disability Confident Leader

Network Rail is an accredited Disability Confident Leader. This means, where a disabled applicant meets the essential criteria for any of our vacancies, they will receive an interview.

Find out more about our recruitment process here.