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About the Role

Rail Delivery Group (RDG) partners with Britain’s train operators to deliver essential services and keep the nation’s railway running efficiently. As we embark on a new era for rail, we are looking for a Service Operations Analyst to join our service delivery team on a 12-month Fixed Term Contract where you will support in the delivery of several key industry fares and retail related services.

Responsibilities

Monitor the performance of the Services to ensure they are delivered in accordance with agreed contractual requirements and the quality of service is maintained.
Support the day-to-day operation of the Service Desk to ensure that tickets are effectively managed.
Investigate and manage the resolution of incidents and service requests, using judgement and initiative to determine the most appropriate course of action or providing escalation where resolution is not possible within SLA or defined areas of responsibility.
Maintain accurate records of work within the service desk software ensuring technical information is captured and solutions for internal or external use are documented.
Keep customers informed on the status and progress of reported incidents and service requests and information on maintenance works, changes and releases.
Liaise and maintain collaborative working relationships with suppliers.
Maintain centrally owned reference data and respond to workflow requests in a timely manner to meet business requirements.
Identify and recommend changes or service improvements and support release management to improve the quality, efficiency and effectiveness of service delivery.
Provide professional and technical advice and guidance in relation to allocated services to support industry objectives.
Assisting with service testing, project work and undertaking smaller independent projects when required.
Develop and maintain effective relationships with key cross-industry stakeholders, including customer contacts, internal departments, Third-Party Suppliers and the DfT.
Compile reports to produce scheduled and ad-hoc reports for internal and external publication ensuring adherence to standards.

Requirements

High level of analytical skills
Ability to identify and resolve problems quickly and effectively
Good written and verbal communication skills
Intermediate to advanced knowledge of Microsoft Office suite of applications (e.g. excel, word, Visio, Access etc)
Excellent attitude to customer service
Ability to work accurately with attention to detail
Ability to adapt to new procedures and embrace change
Confident in working in a multi stakeholder environment
Degree or broad vocational experience acquired through a combination of job-related vocational training and considerable on-the-job experience, demonstrating development through involvement in a series of progressively more demanding and relevant work/roles.
An interest in the UK Rail Industry and industry data.
A good understanding of ITIL Service Management Best Practices
Good presentational skills for reporting on performance of business deliverables
Experience of developing and managing efficient and effective processes and procedures

Skills

Microsoft Office suite
Customer service
Attention to detail
Adaptability
Stakeholder management
ITIL Service Management
Process development
Process management
Reporting

Location

Remote
Hybrid

Work Type

Fixed Term Contract
Full-time

Experience Level

Intermediate
Advanced

Education Level

Degree
Vocational experience

Salary/Compensations

£33,786 to £44,282

Benefits

75% discount on rail travel (for work and leisure), plus international rail discounts
30 Days annual leave (plus buy/sell options and additional leave for key life events)
Two Personal Development Days are granted to employees annually
Interest-free Season Ticket Loan for commuting costs
Enhanced family leave – 30 weeks full pay for maternity, adoption, surrogacy, and shared parental leave
Pension scheme – up to 8.64% employer contribution
Subsidised Private Medical Insurance (Vitality PPP) and Health Cash Plan (Healthshield)
Access to our flexible benefits portal - a central hub for accessing retail discounts, shopping, dining, travel, and entertainment perks
Flexible working arrangements available

About the Company

Rail Delivery Group (RDG) partners with Britain’s train operators to put customers at the heart of everything we do, delivering essential services and dedicated experts who keep the nation’s railway running efficiently.
From journey information, reservations and Railcards to improving performance, safety and accessibility, we drive the services and people that keep the railway moving.
We are integral to the running of the railway and play a crucial part at every stage of the customer journey – making sure we are delivering a better railway for all our customers, now and in the future.
At Rail Delivery Group, we are committed to creating a workplace where everyone feels welcomed, respected and able to be themselves.
We are continually working to build an inclusive culture where everyone can thrive.
Some of the ways we support our people include: Employee networks, Flexible and hybrid working, Inclusive hiring practices, Wellbeing initiatives, Learning and development opportunities.

Equal Opportunity

We welcome applications from people of all backgrounds and experiences.
If you require any reasonable adjustments during the recruitment process, we will work with you to provide the support you need.