Service Senior Analyst
Location
Manchester, GB
Department Name
IS Service Ops - Service Desk G1
About Network Rail
Join Network Rail - Where People and Connections Matter
If you're ready to make a real difference, we'd love to hear from you
We offer excellent benefits, including:
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.
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 moments
Plus, more
.
Brief Description
The 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.
The Senior job is to Supervise day-to-day operational aspects of customer incidents & requests including service levels, productivity targets and quality of service. Supervise daily operations of the team who work 24x7x365, creating and administering rotas and duty allocations within Fatigue guidelines, providing direction, support, and guidance to team members to meet operational targets and quality requirements.
About the role (External)
Supervise day-to-day operational aspects of customer incidents & requests including service levels, call quality, productivity targets and quality of service across all Service Operations Functions. Support the team leader to coach and develop a team of Service Analysts and apprentices and liaise with internal support functions to deliver customer service and excellence.
What will you be doing?
* Supervise daily operations of the team, creating and administering rotas and duty allocations, providing direction, support and guidance to team members to meet operational targets and quality requirements.
* Monitor and evaluate work and call queues to meet internal SLAs and targets and advise team leaders when resource balancing is required.
* Monitor and assess call and incident trends, acting as the escalation point to the team leader for issue resolution, proactively highlighting gaps in processes, knowledge and tools to the team leader.
* Develop, implement and monitor effectiveness of agreed procedures to respond to requests for assistance by providing information to solve customers' problems, in accordance with SLAs and targets.
* Monitor records for high levels of accuracy in capturing call/incident details on Service Management tools in accordance with team processes and procedures and action process or quality issues, escalating to team leader where appropriate.
* Drive service improvement initiatives as part of the Service Operations overall service improvement plan, reporting progress against plans and feedback to the team leader.
* Provide high levels of customer service providing a consistently friendly, helpful and efficient service and manage and coach team members to improve service quality and aid personal development.
* Provide first level support for all IT related calls and lead service improvement initiatives to achieve a high level of fix at first point of contact.
* Maintain high level of personal productivity to support colleagues and achievement of Helpdesk SLAs and targets.
Meet the essential criteria/ Apply today to join our team
Essential
* Demonstrable skills in day-to-day operational management of a team of min 8 people
* Demonstrable coaching skills, with a strong customer focus with the ability to build rapport and engender customer confidence.
* Highly self-motivated, with the ability to concentrate on complex customer problems for significant periods of time.
* Excellent written and verbal communication skills with attention to detail.
* Clear speaking voice with the ability to give complex technical instructions in unambiguous, simple language.
* Excellent listening and questioning skills to fully understand customers' problems.
* Strong sense of personal responsibility and achievement with awareness of how personal performance influences service level attainment.
* Excellent team worker with the self awareness and control to understand how own actions can influence team spirit.
* Excellent keyboard and accuracy skills.
Desirable
* Proficient in Desktop Software, (MS Office)
* Use of email (MS Outlook)
* Awareness of Service Management disciplines (e.g. configuration, change, problem, operations, capacity, availability, performance etc.)
* Familiar with recent Windows technology
* ITIL Foundation
Vacancy Type: Full-time, 35 hours per week
Duration: Permanent
These positions are based in: Manchester, Square One.
Closing date: 16th September 2025
Band & Salary: Band 5 £29,640
We are committed to a diverse workplace enriched with representation from diverse cultures, backgrounds and skills. We pride ourselves on creating an environment where difference is embraced, and individuals can thrive. We recognise that the success of the team is dependent on a multi-cultural, multi-disciplined group of individuals, aligned to deliver successful solutions.
At Network Rail, we have a number of employee networks to reflect our diverse population and help to raise issues to the wider workforce and support their membership and support our Everybody Matters strategy, led by our central Diversity & Inclusion team. We have Diversity & Inclusion Champions who take part and lead on many activities, to drive through more initiatives to support an inclusive environment for all its people and promote a professional and positive working environment. For more information on Diversity & Inclusion at Network Rail, please follow this link
Do you consider yourself to have a protected characteristic? If so and you require any additional support with your application, please do not hesitate to contact the Resourcer who will happily assist
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Service Senior Analyst
Location
Manchester, GB
Department Name
IS Service Ops - Service Desk G1
About Network Rail
Join Network Rail - Where People and Connections Matter
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. Click here to learn more.
We're committed to creating a diverse, inclusive workplace that reflects the communities we serve. To discover more about our ED&I commitments click here. 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
We offer excellent benefits, including:
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.
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 moments
Plus, more
.
Brief Description
The 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.
The Senior job is to Supervise day-to-day operational aspects of customer incidents & requests including service levels, productivity targets and quality of service. Supervise daily operations of the team who work 24x7x365, creating and administering rotas and duty allocations within Fatigue guidelines, providing direction, support, and guidance to team members to meet operational targets and quality requirements.
About the role (External)
Supervise day-to-day operational aspects of customer incidents & requests including service levels, call quality, productivity targets and quality of service across all Service Operations Functions. Support the team leader to coach and develop a team of Service Analysts and apprentices and liaise with internal support functions to deliver customer service and excellence.
What will you be doing?
* Supervise daily operations of the team, creating and administering rotas and duty allocations, providing direction, support and guidance to team members to meet operational targets and quality requirements.
* Monitor and evaluate work and call queues to meet internal SLAs and targets and advise team leaders when resource balancing is required.
* Monitor and assess call and incident trends, acting as the escalation point to the team leader for issue resolution, proactively highlighting gaps in processes, knowledge and tools to the team leader.
* Develop, implement and monitor effectiveness of agreed procedures to respond to requests for assistance by providing information to solve customers' problems, in accordance with SLAs and targets.
* Monitor records for high levels of accuracy in capturing call/incident details on Service Management tools in accordance with team processes and procedures and action process or quality issues, escalating to team leader where appropriate.
* Drive service improvement initiatives as part of the Service Operations overall service improvement plan, reporting progress against plans and feedback to the team leader.
* Provide high levels of customer service providing a consistently friendly, helpful and efficient service and manage and coach team members to improve service quality and aid personal development.
* Provide first level support for all IT related calls and lead service improvement initiatives to achieve a high level of fix at first point of contact.
* Maintain high level of personal productivity to support colleagues and achievement of Helpdesk SLAs and targets.
Meet the essential criteria/ Apply today to join our team
Essential
* Demonstrable skills in day-to-day operational management of a team of min 8 people
* Demonstrable coaching skills, with a strong customer focus with the ability to build rapport and engender customer confidence.
* Highly self-motivated, with the ability to concentrate on complex customer problems for significant periods of time.
* Excellent written and verbal communication skills with attention to detail.
* Clear speaking voice with the ability to give complex technical instructions in unambiguous, simple language.
* Excellent listening and questioning skills to fully understand customers' problems.
* Strong sense of personal responsibility and achievement with awareness of how personal performance influences service level attainment.
* Excellent team worker with the self awareness and control to understand how own actions can influence team spirit.
* Excellent keyboard and accuracy skills.
Desirable
* Proficient in Desktop Software, (MS Office)
* Use of email (MS Outlook)
* Awareness of Service Management disciplines (e.g. configuration, change, problem, operations, capacity, availability, performance etc.)
* Familiar with recent Windows technology
* ITIL Foundation
How to apply (External)
Vacancy Type: Full-time, 35 hours per week
Duration: Permanent
These positions are based in: Manchester, Square One.
Closing date: 16th September 2025
Band & Salary: Band 5 £29,640
Click 'apply for this job' to apply.If you would like to speak the Resourcing Team please contact
We are committed to a diverse workplace enriched with representation from diverse cultures, backgrounds and skills. We pride ourselves on creating an environment where difference is embraced, and individuals can thrive. We recognise that the success of the team is dependent on a multi-cultural, multi-disciplined group of individuals, aligned to deliver successful solutions.
At Network Rail, we have a number of employee networks to reflect our diverse population and help to raise issues to the wider workforce and support their membership and support our Everybody Matters strategy, led by our central Diversity & Inclusion team. We have Diversity & Inclusion Champions who take part and lead on many activities, to drive through more initiatives to support an inclusive environment for all its people and promote a professional and positive working environment. For more information on Diversity & Inclusion at Network Rail, please follow this link
Do you consider yourself to have a protected characteristic? If so and you require any additional support with your application, please do not hesitate to contact the Resourcer who will happily assist
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