Job Description

On behalf of Network Rail, we are looking for a Helpdesk Customer Advisor for a 6 Month contract based in Manchester.



Network Rail is at the heart of revitalising Britain's railway. From Crossrail - Europe's largest civil engineering project - to investment in world-class stations and major programmes of electrification, we are involved in some of the most ambitious and diverse ventures that this country has ever seen. We at Network Rail are dedicated to becoming one of Britain's best employers and believe this starts with placing the candidate at the heart of everything we do!



As a Helpdesk Customer Advisor, your main responsibilities will be:



To be responsible for operating high volume query management system answering queries in relation to payroll, recruitment, payables and personal protective equipment. To keep customers informed of the progress of queries / expected delivery updates, engaging with internal shared service teams and working to service level agreements. To thrive in a busy, customer orientated environment, enjoying the challenges and rewards involved in dealing with hundreds of different customers delivering a right first time levels of service. Providing an engaging, positive, vibrant and extraordinary customer experience representing the shared service brand. To develop / continually improve relations with key stakeholders, play your part in embedding a customer centric culture where all team members consider the impact on customers and their future requirements. Supporting the Network Rail better day every day initiative by highlighitng areas of potential improvement at the daily / weekly focus groups.

Essential:

Exceptional listening skills. Excellet communication skills. A professional telephone manner. The ability to demonstrable excellent customer service skills. Experience of managing difficult conversations to a positive outcome. The ability to demonstrate the ability to influence stakeholders positively.

Please be aware that this role can only be worked within the UK and not Overseas.



Network Rail is an equal opportunity employer and values diversity. They welcome applications from everyone.



Disability Confident



As a member of the Disability Confident Scheme, Network Rail guarantees to interview all candidates who have a disability and who meet all the essential criteria for the vacancy. In cases where we have a high volume of candidates who have a disability who meet all the essential criteria, we will interview the best candidates from within that group. This scheme encourages candidates with a disability and/or neurodivergence to apply. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.



Armed Forces Covenant



Network Rail guarantees to interview veterans or spouses / partners of military personnel who meet all the essential criteria for the vacncy. In cases where we have a high volume of ex-military candidates / military spouses or partners, who meet all of the essential criteria, we will interview the best candidates from within that group. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.



In applying for this role, you acknowledge the following "this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different".