Service Delivery Co-ordinator

Network Rail

Job title:

Service Delivery Co-ordinator

Company

Network Rail

Job description

At Network Rail, we’re dedicated to keeping passengers and freight moving safely and efficiently across the country. When you join us, you’re not just part of a team – 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. To discover more about our ED&I commitments 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 DescriptionThe 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 keeps a national railway running, to the extensive delivery programmes that our 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 meets SLA and delights 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 OLA’s and SLA’s 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 KPI’s, OLA & SLA’s.
  • Support the development and maintenance of NRT’s OSS & asset management database to maintain accurate inventory
  • Maintain necessary documentation of process’ 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

How to apply (External)Salary: Band 5 £29,000 – £33,000Closing date: 20th January 2025. – Late applications will not be accepted.Click apply now to apply.For this role you need to live within 75/90 minutes of The Quadrant in Milton Keynes.Remote working opportunity! this role requires working in the office 2/3 days a weekYou 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 –We’re an organisation where people matter. We matter to millions.🌞 Generous annual leave (28 days plus statutory days), with the option to buy/sell days.✨ Defined benefit pension scheme.🚂 75% subsidy on rail and underground season tickets.🚂 Up to 75% off leisure travel for you and your family (subject to terms and conditions)🎟️ Interest-free travel loan for train and car park season tickets.🎁 Discounts at stations with your Network Rail pass.🌍 Flexible/hybrid working arrangements.🕊️ Volunteer leave to make a positive impact.❤ Healthcare Scheme, GymPass discounts, Cycle to work plus more.🧸 We offer generous maternity, paternity, and adoption leave to support our employees during significant life momentsWe are proud to be recognised as a Times Top 50 Employer for Gender Equality for the third year in a row.All offers of employment are conditional upon satisfactory completion of pre-employment checks.***Some of our roles require face to face Drugs & Alcohol testing. Further details will be shared with you as part of your formal offer.****

Expected salary

£29000 – 33000 per year

Location

Milton Keynes

Job date

Tue, 14 Jan 2025 05:14:44 GMT

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