Network Rail
Customer Manager
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Who We Are
At Network Rail, We're Part Of a Large Family Serving Millions Of Passengers And Freight Users Throughout The UK Every Day. Our Service Impacts Millions Of People And We Strive To Become More Efficient As We Enhance, Maintain And Operate Our Network. Now Is a Fantastic Time And Join Our Team In Wales And Western Region As We Finalise The Reforms To Our Maintenance Organisation Which Will Deliver
- A safer and more reliable and punctual service for passengers and employees - quicker fault fixes by more agile multi-disciplined response teams.
- Individual rostering - enabling us to send the right number or people to fix a fault.
- Multi-skilling - investing in the knowledge and skills of our people so they are better equipped to fix the most common faults themselves.
- Accelerated and improved technology deployment - we have a raft of labour and life-saving technology ready to be rolled out.
Our passengers and freight users are at the heart of everything we do. We help connect people to their friends and families and get goods to their destination safely and efficiently. We're an organisation where people matter. When you part of our team, you matter to us and you matter to millions. Watch our video to find out more!
Network Rail is a brilliant place to work. We provide services to the communities and the economy of the UK, connecting people with jobs, loved ones, and fun, so our work has meaning, purpose and social value. We collaborate with colleagues across the UK, and specifically Wales and its borders, including governments, local authorities, the supply chain, and environmental and infrastructure organisations, so our work is really interesting. The rail and transport industries are complex and critical, so our work is challenging and stretching. We benefit from some brilliant corporate policies around things like flexible working, employee benefits, employee networks, reward and recognition schemes, personal and career development, and a supportive and inspiring leadership culture within Wales & Borders. We are keen to recruit people who represent the communities we serve.
About our people and the recruitment process - We're an inclusive employer of choice and we welcome applications from everyone! We look for opportunities to offer great opportunities to learn and grow through personal and professional development. And, if you make the grade then you can look forward to a rewarding and fulfilling career with a company that joined the top 50 in the Glassdoor's 2021 Best Places to Work.
We want to help deliver a railway which is safe, reliable, affordable and that provides great customer service to everyone. For more information about Network Rail click here
Overview
About the role
In this role, you will act as the key interface and expert with the customer for all contractual issues. Develop and maintain an effective working relationship with the customer in order to meet Network Rail's business objectives. Maximise income earned from customers through performance regimes, from opportunities for business expansion and by minimising contractual payments.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
This role is based in St Patrick's House, Cardiff. Given this role's focus on stakeholder relationships within and between Network Rail, TfW, and other industry partners such as freight, train operating companies and Welsh Government, and being a part of a large, Cardiff-based team, the successful candidate will want to spend at least 3 days per week in person in Cardiff, because this is where the majority of the key team members and stakeholders are based. Some occasional business travel to other locations including Wrexham and Pontypridd may also be required.
The successful candidate will have experience in stakeholder management, collaboration skills, commercial and contractual experience, an understanding of and ability to work in a political environment, and collaboration skills.
Your Main Responsibilities Will Be To
- Manage the contractual relationship with their customer on all issues including performance, access conditions, access agreements, invoicing and claims.
- Act as arbitrator to resolve commercial and other disputes in a way that maintains customer relationships.
- Communicate and challenge within and outside Network Rail's organisation so the customer's contractual rights are met.
- Manage the delivery of Joint Performance Improvement Plans (JPIPs) specific to the customer.
- Lead all negotiations on changes to the customer's Track Access Contract.
- Manage the contractual elements of the customer's Track Access Contract performance regimes to minimise payments and identify opportunities for improving processes.
- Hold responsibility for both Network Rail's compliance and the customer's compliance with the terms of the contractual agreements.
- Develop and deliver all income streams relating to the customer.
- Assist the Customer Relationship Executive in delivery of customer requirements.
- Identify, manage and deliver improvement projects for both the customer and Network Rail.
Pay and Rewards
Salary: This role is a Band 3.B: £46,701 - £56,963 per annum.
As a Network Rail employee, you will enjoy a wide range of benefits!
- Privileged staff travel - Leisure travel discount of 75% on all leisure travel and includes family members.
- A subsidy of up to 75% on rail and underground season tickets if you travel to work on the train.
- GWR ticket alliance, Heavily discounted all day passes for you and up to 3 friends and family to use across the GWR network (48 passes per year).
- Benefits package including healthcare offers, a cycle to work scheme, discounted healthcare club membership, and a discounted offers and benefits including childcare, healthcare and online shopping site.
- A range of Pension schemes to choose from.
- Effectively manage work-life balance with a 35hrs per week contract, hybrid working, flexible working, flexible leave, and enhanced family friendly support.
- 5 days paid volunteering leave.
- 2 weeks paid reserve leave for the Armed Forces community.
- In Wales and Western region, you will have the opportunity to join PROUD, our reward and recognition scheme where you can say thanks and recognise colleagues across the region who have demonstrated outstanding values and behaviours.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
To find out more about the benefits at Network Rail, click here.
More About The Role And Your Application
This is a fixed term contract opportunity ending on 31st August 2027
Closing date: 4th August 2026. Late applications will not be accepted. This vacancy is also being advertised externally.
This role requires working in the office for a least 60% of the working week
To submit your application, click apply now. For tips to help you prepare and apply click here
We want to ensure everyone has an equal opportunity. Therefore, should you require any reasonable adjustments/modifications, please do let us know by contacting Elisabeth Holmes on 07395 387432.
Should you wish to have a chat about this role, please contact Amanda Newton on 07887 896501
Your Experience And Skills
You will ideally have
- Qualified to degree level or equivalent.
- Significant 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.
- Substantial experience of managing contractual relationships.
- Literate, analytical and numerate.
- Effective team leader with proven presentational and inter personal skills.
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. You should demonstrate your personal dedication to safety within your application.
What Could Set You Apart
- Comprehensive knowledge and experience in the railway business.
- Comprehensive understanding of the railway industry structure and contractual relationships.
Not sure if you meet all the requirements? Let us decide. Some of these criteria may be learnt in role. Therefore, if you do not meet all the criteria, please submit your application. We will screen your application against these criteria to assess the best match.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location