Area Customer Service & Performance Manager [Route Crime]

Last updated yesterday
Job Type:Full Time


York, GB

Department Name

OA LOM Great Northern (107025) G4

About Network Rail

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

Our route covers key lines for commuter, cross-country and long-distance travel both north-south and east-west for both passenger and freight services.

Passenger numbers are growing rapidly across the route and are expected to increase by 30 per cent by 2023. Ongoing work in the route to boost network capacity includes junction improvements, additional track, and train lengthening schemes, all as part of the national Railway Upgrade Plan.

At Network Rail, we are dedicated to becoming one of Britain's best employers and believe this starts with placing the candidate at the heart of everything we do!

Our ambition to be responsive to passengers and freight users, drives us every day and we're empowered to do the right thing for those who use the rail network. We actively challenge unsafe practices and take responsibility for addressing risks, resolving issues and protecting safety and wellbeing.

We're passionate about great service and we ask ourselves, what can we do to put our passengers and freight users at the centre of everything we do? We pull together as one industry because we care about people and teamwork is key. For more information about Network Rail click here

Brief Description

The East Coast is one of the most famous names on our railway - linking London and Edinburgh and connecting millions of people across the country.

We're currently undergoing a £1.2bn upgrade, making our services better, faster and more reliable for the millions of people who use them every day.

As our Area Customer Service & Performance Manager, you will particularly lead our work to reduce the potential for incidents of trespass, vandalism which is currently the largest cause of delays to trains. This will include customer interface and performance delivery within the East Coast Route on behalf of all Train Operating Companies so that their targets are met and transparency of progress on improvement actions is available to our stakeholders.

About the role (External)

Key Accountabilities

    Aligned to the Operations Director, lead the East Coast Route's delivery to dramatically reduce delays due to intrusion on the railway. Working closely with the customer services and performance team, Train Operators and British Transport Policeto demonstrate and deliver improvements for passengers and freight operators.

      Act as the focus for all day-to-day contact within the area for all external and internal stakeholders represented in the East Coast Operations team so that customer performance delivery issues are addressed.

        Manage customer concerns proactively by taking account of them and in consultation with other departments take corrective action as necessary, thereby achieving the best possible level of customer satisfaction.

          Work in conjunction with the Route Performance Manager to lead the area performance improvement process for all externally caused delays as set out in our performance improvement plans.

            Work in conjunction with the Route Performance Manager identify and analyse performance trends and implement the subsequent improvement opportunities.

              Drive action plans by liaising and building relationships with all key internal and external industry partners to develop an overview of performance improvement activities.

                Measure the effects of these schemes, providing advice on priorities as necessary as well as feedback and updates to internal and external stakeholders.

                  Monitor progress and report on business performance improvement initiatives. Make recommendations to address issues that require management action. Compile periodic reports and analyse trends. Make recommendations to address issues that require management action.

                  It is imperative you have…

                    A degree or equivalent

                      Experience in management roles in an industrial commercial environment

                        A customer focused approach with the ability to persuade others to action

                          Strong inter-personal skills

                            Strong all round analytical and numeric skills

                              Strong commercial awareness

                                Knowledge of railway operations

                                  Project Management Skills

                                  It is advantageous if you have…

                                    Previous experience which demonstrates effective team leadership

                                      Knowledge and experience in the railway business

                                      How to apply (External)

                                      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 will interview all disabled applicants who meet the essential criteria. Network Rail positively embraces flexible working, recognising that employees may wish to balance work and family/home life. We will consider all flexible working applications.

                                      Safe behaviour is a requirement of working for Network Rail. Applicants should be able to demonstrate their awareness of our safety vision

                                      Network Rail adheres to a structured pay framework, any salary offered will be within the pay range advertised. If your current salary is above the maximum shown you will transfer into the new role on your current base pay. For more information refer to your pay

                                      We adhere to a structured pay framework, any salary offered will be within the following pay range:

                                      This vacancy is Band 3B, salary: starting at £42,971 and increasing to £48,342 per annum.

                                      Closing date: 29-09-2020. Late applications will not be accepted.