Customer Support Manager

Network Rail

  • Contact: Human Resources
  • Reference: IRC2169582

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 Rail's 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.

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 Rail's business objectives, and to maximise income earned from customers through performance regimes and by minimising contractual payments.

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 Rail's organisation so the customer's 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 customer's Track Access Contract.

5. Manage the contractual elements of the customer's Track Access Contract performance regimes to minimise payments and identify opportunities for improving processes.

6. Hold responsibility for both Network Rail's compliance and the customer's 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

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.

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