Be Part of a Journey Like No Other – Join GWR
At Great Western Railway, we're more than a train company - we're the proud custodians of Brunel's iconic railway, one of the most prestigious networks in the world. With over 100 million passenger journeys each year and more than 275 destinations across the South West, South Wales and London, we deliver travel experiences through some of the UK's most beautiful landscapes and top tourist spots.
We're not standing still. With a modern fleet and ambitious plans for growth, we're transforming the way people think about rail travel: relaxing, fast, efficient, friendly and fun.
Our team of 6,000+ passionate colleagues - from engineers to on-board hosts - play a vital role in this transformation. And their efforts are paying off with GWR's Customer satisfaction score of 92% - our highest in 20 years!
These results show what's possible when teamwork, pride and passion drive everything we do. We've set a new standard. Now we're looking for more great people to help us keep raising it.
Ready to join something exceptional? Discover opportunities at GWR and be part of our journey.
About the Team:
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 any disputes with Network Rail colleagues in line with contractual requirements
You'll have a keen eye for detail as you're working with delay data, and you'll also be able to develop a good rapport with a wide range of people across your part of the network as you work to find out the root cause of each delay. You'll also be able to deal with competing deadlines, confirming responsibility of each delay with both accuracy and pace.
When delays happen, you'll build an accurate picture of the reasons behind them.
Using data and working with other colleagues you'll get to the heart of each delay. Having recognised the situation, you will then use this to create accurate reports and attribute the reasons for the delays.
Your main responsibilities will be:
* Investigate all incidents attributed to GWR to accurately identify prime and root causes, including reactionary delays.
* Use IT systems including TRUST and Bugle to analyse delays, identify discrepancies, and complete daily downloads.
* Apply correct delay cause and responsible manager codes in line with DAPR and GWR guidelines.
* Prepare clear acceptance and dispute text, ensuring all disputes follow agreed protocols and contractual timescales.
* Liaise effectively with operational teams, frontline staff, and Network Rail to determine causes of delay and challenge errors appropriately.
* Produce, distribute, and maintain Delay Advice Forms (DAFs) and daily tracker updates.
* Serve as the primary point of contact for onboard crew, handling incoming calls related to real-time operational delays.
* Highlight unresolved incidents and non-reported trains to the appropriate teams and Delay Attribution Team Leader.
* Undertake additional duties as directed by the Delay Attribution Team Leader.
What we're looking for someone who can bring:
* Strong analytical skills with confidence working with and interpreting data.
* Excellent communication skills, both written and verbal, with the ability to build strong stakeholder relationships.
* Proven ability to manage competing deadlines with agility and flexibility.
* Confident, accurate decision-making with the ability to stand by informed judgements.
* Good knowledge of railway and infrastructure operations and route geography (or the ability to develop this quickly).
* Strong commercial awareness and understanding of train service performance.
* Flexible, enthusiastic approach to work and shift patterns.
* Railway industry experience, relevant qualifications, or an appreciation of railway rules and regulations (desirable).
About the location:
The team is based in Swindon in the Network Rail Integrated Control Centre. This is an office-based job. There are excellent public transport links.
Working Pattern: The role involves working early and late shifts including weekends
For more information regarding the application process please contact the Group Resourcing Team on 01793 425669 or careers@firstgroup.com
Application:
Please apply online via our website https://careers.firstgroup.co.uk/brand-gwr
If you have any problems applying, please email gwrrecruitment@gwr.com
The Reward:
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 with the Railways Pension Scheme,
* free rail travel across the GWR network for you and your family,
* discounted travel with other Train Operating Companies,
* company-sponsored health care plan,
* discounted shopping and gym membership,
* employee assistance programme and much more.
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.
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