Customer Manager

Last updated 11 days ago
Location:Greater London
Job Type:Full Time


London, GB

Department Name

Eastern Region

About Network Rail

Network Rail is revitalising Britain's railway! From Crossrail - Europe's largest civil engineering project- to investment in amazing stations and major programmes of electrification, we're delivering some of the most ambitious and diverse ventures that this country has ever seen.

Brief Description

We're seeing a Customer Manager to act as the key interface and specialise with the customer for all contractual issues. Do you have experience in developing and maintaining an effective working relationship with the customer in order to meet business objectives? Can you maximise income earned from customers through performance regimes, from opportunities for business expansion and by minimising contractual payments? If so, apply today.

About the role (External)

Day to day, you can expect to be involved in activities such as:

    Handle the contractual relationship with customers 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.

          Lead the delivery of Joint Performance Improvement Plans (JPIPs).

            Lead all negotiations on changes to the customer's Track Access Contract and handle the contractual elements of the TAC performance regimes to minimise payments and identify opportunities for improving processes.

              Hold responsibility for compliance within 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, lead and deliver improvement projects for both the customer and Network Rail.

                    We are looking for someone who can demonstrate the following:

                      Qualified to degree level or equivalent

                        Significant experience in a commercial environment and managing contractual relationships

                          Commercially astute, persuasive and customer focussed

                            Validated ability to negotiate in a complex commercial environment

                              Knowledge of relevant contracts and contractual environment

                                Literate, analytical and numerate

                                  Effective team leader with proven presentational and interpersonal skills

                                  Whilst it's not essential, we'd love it if you have:

                                    Comprehensive knowledge and experience in the railway business

                                      Comprehensive understanding of the railway industry structure and contractual relationships

                                      How to apply (External)

                                      Network Rail encourages 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 relevant 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 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 dedication 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 follow a structured pay framework, any salary offered will be within the following pay range: Band 3B; £42,971 - £48,342. Closing date: 12-July-2020.