To act as a single point of contact for real time reporting of nominated events with NDS 24:7 Key Accountabilities 1 Provide effective customer support for nominated events reported into NSC 24:7. 2 On behalf of customers, meet their specified requirements and follow through to identification of owner. 3 Accurately record, risk rank & assign all events with all of the relevant information. 4 Adhere to reporting processes relevant to each nominated event, including any escalation arrangements 5 Provide management information, either time specific or ad hoc to meet business requirements 6 Maintain the real time operation of Network Rail systems to manage data capture and reporting. Job Skills, Experience and Qualifications Essential * Ability to understand customer requirements and determine support requirements * Excellent telephone manner & good customer service. * Familiarity with methods and techniques used to report progress of activity against reported events. * Able to work well within a highly disciplined team under pressure * Ability to prioritise competing issues * Proficient in the use of Windows XP, MS Outlook, Word and Excel * Keen eye for detail * Excellent reliability and time keeping * Team player whilst able to also work on own initiative. * Previous call handler experience Desirable * Good understanding of SLAs and Metrics associated with Service Desk Delivery * Close Call Operations(accident help line) * IP Operative (Work bank reporting - planned versus actual inclusive of staff numbers) * Site Access operations (allowing access to the operational railway they monitor hours,12 hours safety rule, build work bank with information sourced for future projects) Shift & weekend work - 12 hour shifts. 6 week rotational shift pattern: Day shift -07:00 to 19:00 - 7 days 7 days off Night Shift-19:00 to 0700 - 7 day 7 days off Spare week - can be a mixture of days or nights 7 days off * Must have Good customer skills * Excellent telephone manner & communicator. * Good stake holder engagement.