Delay Resolution Co-ordinator

About Network Rail

Network Rail operates and maintains the railway infrastructure 24/7 365 days a year. Our purpose is to connect people and goods with where they need to be and our vision is for a simpler, better, greener railway.

We're proud to be named as one of the Times Top 50 Employers for Gender Equity for the fourth year running. Find out more from our people here.

Our North West route covers Cheshire to Cumbria, including key cities like Liverpool and Manchester, and destinations such as Blackpool and the Lake District. Major stations include Crewe, Liverpool Lime Street, Preston, and Manchester Piccadilly and Victoria

This busy region sees 1.3 million daily passengers and moves 700,000 tonnes of freight weekly, with 571 stations making up a quarter of Britain's rail network.

In the North West & Central Region, we're proud to be building a workforce that reflects the diverse communities we serve. We know that inclusive teams make better decisions, drive innovation, and help us create a safer, more accessible railway for everyone. Even if you don't meet every single requirement, we encourage you to apply.

If you're passionate about making a difference and believe you have the skills or potential to thrive in this role, we'd love to hear from you. We're committed to creating an open, supportive environment where everyone feels they belong. Your unique perspective and experience could be exactly what we need to keep Britain moving safely and sustainably. Discover more about our commitment to Equity, Diversity and Inclusion at Network Rail Equity, diversity and inclusion - Network Rail.

Brief Description

We are seeking a skilled and proactive individual to support the delivery of performance improvement across the North West route rail network.

In this role you will manage and monitor customer performance, to check that both Network Rail's interest is protected, and customers' issues are addressed.

About the role (External)

This role involves managing and analysing train performance data in line with the Network Rail Performance Manual, providing insights to support improvement schemes. You will produce performance reports for customers and internal teams, helping to identify and address key issues.

You will be responsible for managing the contractual elements of the train performance regime, maintaining audit records, and supporting line of route teams in their engagement with customers. A key part of the role includes leading the delay disputes process, resolving Level 2 and Level 3 disputes in accordance with the TRUST Delay Attribution Guide, and ensuring accurate re-attribution where necessary.

You will also ensure the accuracy of incentive regime calculations, such as Schedule 8 and Schedule 4, and confirm that all required information is delivered to train operators within agreed timescales.

This is an opportunity to make a meaningful impact on rail performance and customer satisfaction through data-driven decision-making and collaborative problem-solving.

In order to be successful in this role, we would like you to have/to be:

• Educated to 'A' level or equivalent standard

• Knowledge of Network Rail performance systems and understanding of the performance element of the Track Access Conditions.

• Familiarity with and understanding of the contractual relationship with the customer.

• Knowledge of rail geography and basic operating principles.

• Understanding of all customers contract conditions as regards track access and the relationship with Performance Regimes.

• Good interpersonal skills.

We would also like but it isn't crucial to have/to be:

• Understanding of financial principles

• Knowledge of the rail industry

How to apply (External)

We are a Disability Confident Leader and want to make the most of the skills and talents disabled people bring to the workplace - skills and talents we need in our business Click here for more information

Salary and benefits:

Salary: £30,000
Pro-rata annual leave entitlement (28 days)
My benefits - our discounted online shopping site
A range of discounted offers including, childcare vouchers, healthcare offers - cycle to work, healthcare club discounted membership and other benefits
Subsidies of up to 75% on rail and underground season tickets
75% discount on leisure travel (discretionary)
A choice of contributory pension schemes
2 weeks paid reserve leave for our Armed Forces community

Want to find out about what fantastic benefits we offer? Find out here

Network Rail adheres to a structured pay framework, any salary offered will be within the pay range advertised.

All offers of employment are conditional upon satisfactory completion of pre-employment checks. Click here for more information

Closing date: 11 November 2025. Late applications will not be accepted.

Click 'apply now' to apply.

Safe behaviour is a requirement of working for Network Rail. Applicants should be able to demonstrate their awareness of our safety vision

We will endeavour to offer a diverse interview panel wherever possible.