Delay Attributor

The Delay Attribution team are part of the Performance team and are based in Western House, Swindon. The team are mainly located in the integrated control centre alongside the control team who are responsible for the real-time delivery of the GWR train service.

Performance is consistently a leading indicator of customer satisfaction. Our attribution team keep their finger on the pulse of operations and proactively review business problems to deliver improvements in our service delivery. We use data from a diverse range of sources, taking advantage of new technology to provide information for colleagues across the business to understand issues affecting the punctuality and reliability of GWR services.

About the job?

The role is responsible for providing the highest standards of delay attribution for the purpose of performance improvement. Investigation of delay causes with GWR functions including engineering, stations, operations etc. The role is also responsible for resolution of disputes with Network Rail colleagues in line with contractual requirements.

Your main responsibilities will be:

• Investigating causes of delay to GWR train services


• Allocating responsibility for incidents in accordance with industry rules


• Negotiating the resolution of disputed incidents


• Maintaining accurate records of delays for analysis and improvement
  
  A self-motivated problem solver with an eye for detail


• Computer literate


• A team player


• Tactful and diplomatic


You'll need to have:

• The ability to communicate effectively at all levels


• Ability to manage conflict and resolve disputes


• Knowledge of Word and Excel. Training in GWR systems will be provided


About the location?

The team is based in Swindon in the Network Rail Integrated Control Centre. There are excellent public transport links. There will be opportunities to travel and work around the GWR network

GWR is the proud custodian of Brunel's railway - one of the most prestigious networks in the world. We have some of the newest trains in the country and exciting plans to extend our services. With more than one hundred million passenger journeys each year, we carry people to over 275 stations in the South West, from Cornwall and South Wales to London, passing through beautiful country and some of the UK's top tourist destinations.

We are transforming the way people think about train travel, empowering our team of over 6,000 people from all different backgrounds to make it a great experience for our customers. Together, we will revalue rail as a very special way to travel - relaxing, fast, efficient, friendly and fun.

As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including on-going development, defined benefit pension scheme, free rail travel across the GWR network for you and your family, company-sponsored health care plan, discounted shopping and gym membership and an employee assistance programme.

We all belong at GWR. This is our vision for providing an inclusive environment for all our colleagues, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA, ethnicity, religion and disability. We maintain zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition such as dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.