About the job :
In this pivotal position, you will be the key link in investigating incidents and resolving disputes with our internal and Network Rail colleagues, ensuring everything is handled fairly and in line with contractual requirements.
You will also lead, coach, and inspire a team of Delay Attributors—developing their skills, setting high standards, and ensuring the accuracy of delay attribution that drives meaningful performance improvements across the network.
This isn't just about processes and paperwork—it's about people, collaboration, and the impact you'll have on keeping rail services reliable for millions of passengers.
Your main responsibilities will be:
1. Ensuring the accurate and efficient attribution of delays and cancellations to GWR services.
2. Protecting GWR's interests by managing disputed incidents within contractual timescales and industry guidance.
3. Leading and motivating a team of Delay Attributors, driving their performance and supporting their training and development.
4. Identifying recurring causes of delays and working with senior managers to deliver continuous improvement across the business.
5. Overseeing investigations, escalating incidents where necessary, and briefing the Performance Measurement Manager on key issues.
6. Maintaining a robust, auditable record of all disputed incidents and their resolution.
7. Acting as level 2 dispute resolution escalation point
What we're looking for
We're seeking someone who can bring:
8. Clear communication skills and confident leadership that motivates colleagues from all backgrounds.
9. Strong negotiation abilities and experience resolving disputes fairly.
10. A proven ability to build and maintain excellent relationships across all levels of an organisation.
11. Attention to detail and the ability to balance multiple priorities while meeting strict deadlines.
12. A proactive, self-motivated approach and resilience in a fast-paced environment.
13. Ideally, experience in Delay Attribution and knowledge of systems such as TRUST, BUGLE, or Integrale (though this is not essential).
About the location:
The team is based in Swindon in the Network Rail Integrated Control Centre. There are excellent public transport links.
Working Pattern:
Working hours are Monday to Friday office hours with a need to work flexibly on occasion
For more information regarding the application process please contact the Group Resourcing Team on 01793 425669 or
INGWR