Network Rail
Helpdesk Customer Advisor (Training)
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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
Contract type: 6 Month fixed term contract (this role could be extended or made permanent)
Hours: Full-time 35 hours per week
Band & Salary: Band 6 - £25409.00 per annum (pro - rata)
Location: Manchester Square One
Working pattern: Hybrid working: this role permits hybrid working, employees are expected to work from a Network Rail location for minimum of 60% of their weekly hours, typically 3 days for full-time roles.
Closing date: Thursday 17th September 2026. Please note in the event of a high number of applications, this role may close early. Late applications may not be accepted.
Main Responsibilities
- Manage a high volume of enquiries, providing support and guidance on Network Rail Training through our query management system.
- Follow established processes and procedures for each enquiry, ensuring business needs are met and disruption is minimised.
- Keep customers updated on the progress of their enquiries and expected delivery times, working closely with Network Rail Training teams and meeting agreed service levels.
- Deliver an excellent customer experience by providing a responsive, accurate and professional service, getting things right first time wherever possible.
- Build and maintain strong relationships with key stakeholders, contributing to a customer-focused culture that considers both current and future customer needs.
- Identify opportunities to improve processes and services, championing continuous improvement across the team.
- Support an inclusive working environment where everyone feels able to be themselves, share ideas and challenge existing ways of working constructively.
- Contribute to a culture of accountability and ownership, taking responsibility for delivering high-quality outcomes and supporting colleagues to do the same.
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Your Experience And Skills
What are we looking for?
- Has experience working in a customer service, helpdesk or support environment.
- Demonstrates excellent listening skills and takes the time to understand customer needs.
- Has a professional and confident telephone manner.
- Is passionate about delivering outstanding customer service and creating a positive customer experience.
- Can confidently manage challenging conversations and work towards positive outcomes.
- Has the ability to build credibility and influence stakeholders in a positive and professional manner.
- Possesses strong written and verbal communication skills.
- Experience and confidence using Microsoft Office applications, particularly Excel, Word and PowerPoint.
What could set you apart when applying?
- Knowledge of the railway industry and/or rail training sector.
- Experience of training administration or supporting learning activities.
Please note: The criteria outlined in this advert reflect the specific requirements of this role. The attached job description provides full details of the role's responsibilities, essential and desirable criteria and should be considered alongside this information.
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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
- Generous maternity, paternity, and adoption leave to support our employees during significant life moments
- Choice of pension schemes
- 75% discount of leisure travel for you and your family
- Private Healthcare (subject to T&Cs)
- 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
Role
To find out more explore Working for Network Rail. 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. 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. Below are some examples of adjustments we can make:
Changing a provision, practice or 'the way things are done'
- For example, we can give candidates extra time to complete online, tasks or interviews as needed.
Changing a physical feature of our workplace
- For example, office/room layout can be adapted to accommodate individual needs.
Providing extra equipment or assistance
- For example, we can provide sign language interpreters and support workers where needed. Alternative document formats can be made available.
There are lots of other adjustments we can consider, please just ask! If you have any questions or would like to speak to the Resourcing Team, please contact RSResourcing@networkrail.co.uk
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