Customer Assistant - Cardiff St Patrick's House
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Position Overview & Specifications
Location
Cardiff, GB
Department Name
Wales & Western Region
About Network Rail
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. Watch our video to find out more!
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 Disability Confident Leader 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 Description
Support the Customer Relationship Executive and Customer Manager in developing the relationship with their customers.
About the role (External)
Key Accountabilities:
1. Prepare submissions under sections 18 and 22 of the Railways Act 1993 to the Office of Rail Regulation for regulated contracts so that the contractual changes are appropriate to Network Rail’s needs.1. Prepare submissions under sections 18 and 22 of the Railways Act 1993 to the Office of Rail Regulation for regulated contracts so that the contractual changes are appropriate to Network Rail’s needs.
2. Assist in the management of customer and contractual relationships on all issues, including performance delivery and Track Access Contract
3. Assist in negotiations in order to conclude effective commercial deals.
4. Assist in the management of income budgets in order to meet targets.
5. Analyse financial information so that all revenues due to Network Rail from the access contracts are recovered, taking action where necessary.
6. Identify commercial issues and progress solutions to meet customer needs.
7. Manage the delivery of all customer reasonable requirements and assist in customer focussed improvement projects including Six Sigma.
8. Handle customer enquiries and complaints to a mutually satisfactory resolution.
9. Supporting the Wales & Borders Route and TfW joint team (Cyfuno) to develop what rail in Wales could look like in the future.
10. Supporting workshops and the development of business cases for new and improved ways of working to deliver better outcomes from passengers, freight and taxpayers.
11. Responsibility for specific tasks such as drafting communications, producing written or visual meeting outputs, action capturing and tracking.
Job Skills, Experience and Qualifications:
We’re looking for someone who is energetic, proactive and embraces change, and who really cares about improving transport for the people of Wales, now and in future.
Essential
- Knowledge of Network Rail performance systems, and detailed understanding of the performance element of the Network Code.
- Familiarity with and understanding of the contractual relationship with the customer.
- Good interpersonal skills.
Desirable
- Understanding of financial principles
- Educated to ‘A’ level or equivalent standard
Closing date: 16th February 2023 - Late applications will not be accepted.
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 Sentinel 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 Evenbreaks Career Hive 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.
We positively embrace flexible working recognising that employees may wish to balance work and family/home life.
In Wales and Western region, you will have the opportunity to join PROUD, our reward and recognition scheme where you can say thanks and recognise colleagues across the region who have demonstrated outstanding values and behaviours.
At Network Rail we promote a diverse and inclusive organisation. We are working in conjunction with the Cultural Fusion team to support black, Asian and minority ethnic colleagues. If you would like support with your application or interview please contact Wales&WesternCulturalFusion@networkrail.co.uk or visit the connect page: Wales and Western Cultural Fusion (sharepoint.com). For all other support please contact your HR Business Partner
Candidate Selection & Onboarding Process
Application & Resume Screening
Submit your tailored CV/Resume directly to the talent acquisition portal.
Technical & Competency Interviews
Virtual interviews with the hiring manager and multidisciplinary team.
Formal Offer & Benefits Negotiation
Written agreement outlining compensation, equity, retirement vesting, and relocation allowances.
Onboarding & Corporate Integration
Equipment provisioning, team orientation, and commencement of duties.
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