Network Rail
Customer Manager
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Who We Are
Join Network Rail! Where People and Connections Matter
At Network Rail, we're dedicated to keeping passengers and freight moving safely and efficiently across the country. When you join us, you're not just part of a team—you're part of something that matters to millions. We believe that our people are at the heart of what we do, and every role plays a vital part in building a better, more connected railway.
We're committed to creating a diverse, inclusive workplace that reflects the communities we serve. To discover more about our ED&I commitments click here. We value flexibility and understand the importance of a healthy work-life balance. As a Disability Confident Leader, we'll do everything we can to accommodate any needs throughout the recruitment process.
Safe behaviour is a requirement of working for Network Rail. Applicants should be able to demonstrate their awareness of our safety vision.
About The Role
This role is an exciting opportunity to build an understanding of the railway industry from an operator perspective, as well as a Network Rail perspective. This role is based in the Eastern Region and will be working closely with the newly set up Anglia Railways. We offer a hybrid working arrangement and welcome applications from all candidates.
In the Customer Manager 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.
Key Accountabilities
- 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.
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Essential Criteria
- Qualified to degree level or equivalent.
- Significant experience in a commercial environment.
- Commercially astute, persuasive and customer focused.
- 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 interpersonal skills.
Desirable Criteria
- Comprehensive knowledge and experience in the railway business.
- Comprehensive understanding of the railway industry structure and contractual relationships.
Please note: Applicants must provide proof of essential qualifications and/or competencies where required, or demonstrate active progress toward obtaining them, or evidence their applicable experience as a condition of employment.
External How To Apply
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 are a Disability Confident Leader employer! We will interview all disabled applicants who meet the essential criteria.
We are here to support you through every step of the recruitment process and to enable you to perform to the best of your ability. If you require any adjustments or modifications please contact Mark Holt (Resourcing Business Partner) at mark.holt@networkrail.co.uk. You can also visit Evenbreak's Career Hive for advice on accessibility support if you're unsure of the options available.
We positively embrace flexible working, recognising that employees may wish to balance work with their family and home life.
Network Rail Benefits - To find out about what benefits we offer, click here
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.
All offers of employment are conditional upon satisfactory completion of pre-employment checks. Click here for more information. Please ensure you have the appropriate Right to Work status when applying for this role.
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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 be able to demonstrate your personal commitment to safety and awareness of our safety vision.
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). You will also be entitled to 28 days annual leave
Salary: £46,701 to £56,963 per annum. Plus, an inner London allowance of £3,270 per annum.
Employees will be entitled to a 75% discount off leisure travel, this includes off peak and super off peak tickets*
Some of our roles require face to face Drugs & Alcohol testing. Further details will be shared with you as part of your formal offer.
Closing date 28th July 2026. Late applications will not be accepted. We retain the right to close the advert before the listed closing date based on application volumes.
What's In It For You
Here are a few of the benefits we offer
- 28-day annual leave with the option to buy and sell days
- Choice of pension schemes
- 75% discount of leisure travel for you and your family
- Private Healthcare
- 5 days paid volunteer or carers leave
- Up to 75% subsidised Rail and Underground travel
- Gym Pass -access to gyms across UK
- My Benefits platform- giving national and local retail discount
Our aim is to ensure your candidate experience is as positive as possible. If you require reasonable adjustments at any point, simply let us know and we'll do our best to assist you.
Some of our roles require face to face Drugs & Alcohol testing. We will share further details with you as part of your formal offer.
All offers of employment are conditional upon satisfactory completion of pre-employment checks. Click here for more information
Your Experience And Skills
- Ability to form strong relationships with Customers.
- Be able to own relationships and work independently.
- Strong contract management skills.
- Be able to present proposals with key information and recommendations.
- Ability to work under pressure to deadlines.
- Good attention to detail.
- Be able to assimilate a lot of complex data and interpret it.
- Understand the operations and nature of each railway business.
- Flexibility and a good team working ethic.
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