Description The HEX Duty Manager oversees train service and contractor performance, develops relationships with partners and stakeholders, manages incidents and emergencies, and enhances standards, policies, and projects. They support customer-facing teams for optimal customer experience and provide management assistance to Train Services and the HEX team. Responsibilities Maintaining daily contact with contract partners GWR and HAL Rail at an operational level. Foster good relationships with teams and management to ensure services meet HEX customer expectations and contractual agreements. Handling accidents and incidents involving HEX staff and passengers by conducting initial investigations and recommending actions. Log and follow up on these actions. Managing contract KPIs with GWR, HAL Rail, etc. Present data at contract reviews and monitor the cleanliness and function of Class 387 trains as per the Services Agreement. Overseeing service performance for delay attribution and compensation. Help develop contingency plans and attend working groups to represent HEX's timetable and performance needs. Supporting Customer Experience teams with escalated customer issues and agree on communications for the website and social media. Serving as first line On Call for HEX liaising with APOC, GWR Control, and Thames Valley Signalling Centre during disruptions to coordinate service information for customers. Qualifications Working knowledge of performance systems and applications. Stakeholder management skills, experience of working collaboratively with contractors to deliver business improvement in an operational environment. Proven experience of working in a frontline management/railway operations environment. Proven experience in operational management, contract management and strong communication skills. Demonstratable skills in planning and provisioning. Ideally you will have Experience in a rail operations environment or working knowledge of performance regimes, Network Rail interfaces. Experience in management of incident and investigation handling. LI-Hybrid