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Job description

About Network Rail

Network Rail is at the heart of revitalising Britain s railway. From Crossrail Europe s largest civil engineering project to investment in world-class stations and major programmes of electrification, we're involved in some of the most ambitious and diverse ventures that this country has ever seen.

Network Services looks after key national functions affecting all of the regions and routes. It promotes the importance of the railway operating as a national network, driving up performance and delivering improvements for passengers and freight users.

The Freight and National Passenger Operators (FNPO) route was established as Network Rails ninth operational route and is different in scope and scale to the eight geographical routes in that it does not physically manage infrastructure. However, as Network Rail devolves more accountability to the fourteen geographical routes/5 regions, FNPO provides a single point of contact and is accountable for the delivery of performance and other outputs for customers who operate nationally, across multiple routes. We achieve this through working closely and collaboratively with the geographical routes, System Operator function, our customers and other stakeholders.
Brief Description
The Customer Support Manager role sits within Network Services, Freight & National Passenger Operators function. You will be reporting to the Customer Relationship Executive supporting the wider Commercial team in activities such as undertaking the role of Freight Claims Panel Secretary and supporting the management of Schedule 4 & 8 claims. Other accountabilities would include: supporting the management of Track Access and Connection contract consultations; coordinating and implementing Customer Autumn Agreements; and leading the Customer Satisfaction Monitoring. There will be numerous development opportunities available such as leading Level 2 Safety, Capacity Planning and Level 3 Performance meetings with our customers. The role will require you to develop and maintain an effective working relationship with the customer in order to meet Network Rails business objectives, and to maximise income earned from customers through performance regimes and by minimising contractual payments.
About the role (External)
Key Accountabilities
1. Manage the contractual relationship with their customer on all issues including performance, access conditions, access agreements, invoicing and claims.
2. Communicate and challenge within and outside Network Rails organisation so the customers contractual rights are met.
3. Manage the delivery of Joint Performance Strategy Plans specific to the customer.
4. Lead all negotiations on changes to the customers Track Access Contract.
5. Manage the contractual elements of the customers Track Access Contract performance regimes to minimise payments and identify opportunities for improving processes.
6. Hold responsibility for both Network Rails compliance and the customers compliance with the terms of the contractual agreement.
7. Assist the Customer Relationship Executives in delivery of customer requirements.
8. Identify, manage and deliver improvement projects for both the customer and Network Rail.

Essential Criteria
Qualified to degree level or equivalent
Previous experience in a commercial environment
Commercially astute, persuasive and customer focussed
Proven ability to negotiate in a complex commercial environment
Knowledge of relevant contracts and contractual environment
Previous experience of managing contractual relationships

Desirable Criteria

  • Effective team leader with proven presentational and inter personal skills

  • Comprehensive understanding of the railway industry structure and contractual relationships

How To Apply- External

Network Rail welcomes applications regardless of age, disability, marital status (including civil partnerships), pregnancy or maternity, race, religion or belief, sexual orientation, transgender status, sex (or gender), employment status, trade union affiliation, or other irrelevant factor. We will interview all disabled applicants who meet the essential criteria. We positively embrace flexible working recognising that employees may wish to balance work and family/home life.
Keeping people safe on the railway is at the heart of everything we do, safe behaviour is therefore a requirement of working for Network Rail. Applicants should demonstrate their personal commitment to safety in their application.
Network Rail can offer you a rewarding career with competitive pay and excellent benefits including a choice of contributory pension schemes, a generous annual leave package, a bonus scheme and an annual 75% subsidy on season tickets costing up to 3,333 (to a maximum amount of 2,500).
We adhere to a structured pay framework, any salary offered will be within the following pay range: 32,740 - 36832
Network Rail is required to comply with UK Government standards when carrying out pre-employment checks for all new starters; this includes a basic criminal record check. In addition to the basic criminal record check, in accordance with the UK Government we are also required to verify your identity, right to work in the UK and previous three years employment history.
Closing date: 16-12-2019. Late applications will not be accepted. We retain the right to close the advert before the listed closing date based on application volumes.
Currency GBP Amount of Travel Work At Home
Job Sector
Customer Service
Job Position
Customer Services Manager
London, UK Show on map
London SE1
Post date
Closing date

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