Area Customer Services & Performance Advisor

Job title:

Area Customer Services & Performance Advisor

Company

Network Rail

Job description

Our passengers and freight users are at the heart of everything we do. We help connect people to their friends and families and get goods to their destination safely and efficiently. We’re an organisation where people matter.We’re continuing to build a diverse organisation which is representative of the people we serve. We want to harness the skills and expertise of our people and attract the best talent, to enable a safe and accessible railway for everyone. To learn why inclusion is important to us, please click .About our people and the recruitment process – We’re an inclusive employer of choice and we welcome applications from everyone!We encourage our colleagues to work flexibly, as we know traditional working patterns don’t always fit. If you want to consider working flexibly, just let us know and we’ll do our best to help and invest in your career with us, whilst you have a healthy work life balance.We’re also a employer and we’ll try our best to adapt the process and offer a reasonable alternative to help support people with disabilities access, apply and interview for roles.Brief Description1. Support the Route Stakeholder Manager in the development of customer engagement strategies including informing, consulting & involving customers where relevant and evaluating the effectiveness of these strategies.2. Assist areas and the route executive to effectively consult and engage customers on relevant projects.3. Act as the initial point of contact within the company for the customer’s business liaison issues; take responsibility for internal information regarding the customer, their business requirements and issues.4. Advise senior management of issues and/or risks to customer relationships as soon as they arise so risks can be managed effectively.5. Develop and deliver all income streams relating to the customer.6. Support the delivery of Joint Performance Improvement Plans (JPIPs) specific to the customer.7. Support all negotiations on changes to the customer’s Track Access Contract.Provide both detailed information and reports as and when required and monthly updates / status reports to senior management.About the role (External)1. Implement company procedures for all aspects of performance improvement management including performance strategy plans.2. Co-ordinate and deliver, as appropriate, performance improvement plans for the route / area, focusing on projects with the best return for Network Rail and the industry, based in the outputs of the route analysis team.3. Liaise with delivery units for performance improvement projects within the route / area and work with the local team to mitigate risk during delivery of projects.4. Produce well-researched, highly numerate analysis of business cases for performance improvements.5. Act as the single point of contact for internal and external stakeholders for performance related projects within the route / area during their implementation.6. Support the routes and operators in effective sharing of best practice and cross learning processes7. Monitor and report the progress and effectiveness of all performance improvement initiatives within the relevant performance tracking system. Scheduling all stakeholder performance review meetings.8. Liaise with the route teams to document the mitigation actions from SMART Learning Reviews (SLRs) and lead the implementation of these actions to prevent future reoccurrence.How to apply (External): Band 3BClosing date: 14TH OCTOBER 2024. – Late applications will not be accepted.Click apply now to apply.This is a fixed term opportunity ending after 12 months for maternity coverWhat does our recruitment process look like? * Once you have applied, our Recruitment Specialist will look at your CV.

• If your experience matches what we’re looking for, you’ll be invited to an interview /or complete a first interview using xxx a video interviewing platform, you can complete your interview anytime that works for you. /or complete an assessment.
• If you ace your video interview/or assessment, you’ll be invited to face to face interview with the hiring manager.

Drugs and Alcohol Standard:Our Drugs and Alcohol Standard is changing as of 16.01.2023. All prospective candidates who have not been offered a conditional role by 16.01.2023 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 prospective candidates will be securely held on 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.You can visit for advice on accessibility support if you’re unsure of the options available. Should you require any reasonable adjustments/modifications, please add a note to your application.Network Rail Benefits –All offers of employment are conditional upon satisfactory completion of pre-employment checks.

Expected salary

Location

Derby

Job date

Mon, 07 Oct 2024 05:00:41 GMT

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