Helpdesk Customer Advisor

We partner with our Network Rail routes and regions, delivering critical services and essential equipment to help get passengers and goods to where they need to be. To find out more watch our video.

About Shared Services

Our Shared Services team deliver specialist processes that have a direct impact on the performance of Network Rail, our customers and suppliers. These services include payroll, recruitment and onboarding, payables, receivables, financial accounting, reporting, controls and compliance, and helpdesk support.

What will you be doing?

You will deal with a variety of queries in relation to payroll, recruitment, accounts payable and expenses. You will answer telephone queries, respond to emails and provide exceptional service to your customers by offering right first-time information, providing updates, engaging with internal teams to meet targets, SLA’s and KPI’s and continually look for ways we can improve our processes, systems and service offering.

• Responsible for operating high volume query management system, answering calls, emails and chat box queries
• Keep customers informed of the progress of their queries / expected delivery updates
• Collaborate with internal teams to share information and best practice, working towards targets and providing first class service
• Build rapport and customer confidence by dealing with queries effectively
• Continually looking for ways to improve our processes, systems and the service we offer our customers
• Deal with sensitive and confidential information, adhering to GDPR.

• Excellent customer service skills
• Confident communicator with excellent written and verbal communication skills
• Exceptional listening skills
• Exceptional attention to detail and accuracy
• Excellent IT skills; proficient in MS Office suite

What could set you apart

• Experience with Oracle
• Experience working in a shared services environment

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

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.

Role Title: Helpdesk Customer Advisor

Salary range: Band 6 - £21,000 per annum

Contract Type: Secondment / FTC until December 2023

Location: Square One | 4 Travis Street | Manchester M1 2NY

• Flexible working patterns such as working compressed hours
• 75% off Leisure Travel
• 75% off Rail and underground season tickets
• A range of pension schemes
• 28 days annual leave, plus bank holidays and volunteering days (5 days)
• 2 weeks paid reserve leave for our Armed Forces community
• Cycle to Work Scheme
• Gym Pass – Access to gyms across the UK
• Access to ‘My Benefits’ portal which include discounts in food, technology, and experience days.

In 2023, we achieved Stonewall Top 100 Employer status.

Closing date: 20/04/2023

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

• Our helpdesk operates between the hours of 08:00 – 20:00 so you’ll need to be flexible and able to work between these hours.

We are currently taking a hybrid approach, so you would be expected to work from the office at least 2 days per week.