Customer Manager

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 your part of our team, you matter to us and you matter to millions. Watch our video to find out more!

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.

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.

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 - £56,963per 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…