About Network Rail

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. Click here to learn more.

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.

If you're ready to make a real difference, we'd love to hear from you!

Brief Description

Manage and monitor customer performance, to check that both Network Rail's interest is protected and customers' issues are addressed.

About the role (External)

Key Accountabilities:

1. Provide the Network Rail focus for all train performance data, to be supplied to colleagues working on performance improvement schemes in line with the Network Rail Performance Manual.

2. Manage the contractual elements of the train performance regime with customers, including audit records.

3. Produce reports, for use by customers and Customer Relationship Executive teams, detailing performance issues.

4. Proactively manage the delay disputes process to attain satisfactory settlement of level 2& 3 disputes with customers.

5. Provide support to line of route teams in managing the relationship with customers in respect of the train performance regime.

6. Check the accuracy of the incentive regimes process and calculations and that all information has been provided to the operators in the required timescale.

7. Develop, in accordance with the TRUST Delay Attribution Guide, the resolution of all disputed incidents and subsequent re-attribution, where applicable

Job Skills, Experience and Qualifications:

Essential

• Educated to 'A' level or equivalent standard

• Knowledge of Network Rail performance systems, and understanding of the performance element of the Track Access Conditions.

• Familiarity with and understanding of the contractual relationship with the customer.

• Knowledge of rail geography and basic operating principles.

• Understanding of all customers contract conditions as regards track access and the relationship with Performance Regimes.

• Good interpersonal skills.

Desirable

• Understanding of financial principles

• Knowledge of the rail industry

How to apply (External)

Salary: £ 27,820 - £32,000 per annum
Closing date: 1st May 2025 - Late applications will not be accepted.

Click apply now to apply.

You can visit Evenbreaks Career Hive for advice on accessibility support if you're unsure of the options available. Should you require any reasonable adjustments/modifications, please email WesternResourcing@networkrail.co.uk.

Network Rail Benefits - To find out about what benefits we offer, click here

All offers of employment are conditional upon satisfactory completion of pre-employment checks. Click here for more information

*Some of our roles require face to face Drugs & Alcohol testing. Further details will be shared with you as part of your formal offer.**

We positively embrace flexible working recognising that employees may wish to balance work and family/home life.

In Wales and Western region, you will have the opportunity to join PROUD, our reward and recognition scheme where you can say thanks and recognise colleagues across the region who have demonstrated outstanding values and behaviours.

At Network Rail we promote a diverse and inclusive organisation. We are working in conjunction with the Cultural Fusion team to support black, Asian and minority ethnic colleagues. If you would like support with your application or interview please contact Wales&WesternCulturalFusion@networkrail.co.uk

Network Rail operates, maintains and develops Britain's railway infrastructure managing 20,000 miles of track, 30,000 bridges, tunnels and viaducts and thousands of signals, level crossings and stations.