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Customer Support Manager

Posted: 23 Feb 2021 Closes: 25 Mar 2021
Birmingham, United Kingdom GBP 32,740.00 - 36,832.00 per year
Permanent & Full-time NWR_IRC2206609

About Network Rail

Network Rail operates and maintains the railway infrastructure 24/7 365 days a year.

This is an exciting time to join Network Rail. We're passionate about great service and commit to our service equation vision by "putting passengers first". Performance, safety and getting the fundamental basics right, is something we strive for as well as asking ourselves - what can we do to put our passengers and freight users at the centre of everything we do?

With this in mind, we pull together as one industry because we care about people and teamwork is key

You will be part of the NW&C Region which consist of three routes:

  • North West Route, covering Manchester, Liverpool, Lancashire and Cumbria.
  • Central Route, covering the West Midlands and Chiltern areas.
  • West Coast South Route, covering the south of Crewe to London Euston.
  • There is also a Regional Team which supports Regional Major Programmes & Professional services.

We are looking for talented people from all backgrounds to join our journey and move us forward by having a rewarding career, the right lifestyle balance and great benefits in a caring environment. We value the commitments you may have outside of work and will consider flexible working applications. If we can make it work - we will!
Brief Description

To act as the key interface 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 and by minimising contractual payments.
About the role (External)
  • Manage the contractual relationship with their customer on all issues including performance, access conditions, access agreements, invoicing and claims.
  • Communicate and challenge within and outside Network Rail's organisation so the customer's contractual rights are met.
  • 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.
  • Assist the Route Contract Manager in delivery of customer requirements.
  • Identify, manage and deliver improvement projects for both the customer and Network Rail.


  • Qualified to degree level or equivalent
  • Previous experience in a commercial environment
  • Commercially astute, persuasive and customer focussed
  • Proven ability to negotiate in a complex commercial environment
  • Knowledge of relevant contracts and contractual environment
  • Previous experience of managing contractual relationships
  • Literate, analytical and numerate

  • Effective team leader with proven presentational and inter personal skills
  • Comprehensive knowledge and experience in the railway business
  • Comprehensive understanding of the railway industry structure and contractual relationships.

How to apply (External)

Network Rail are an equal opportunity employer and value diversity. We welcome 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 any other irrelevant factor. Please click here for more information.

Want to find out about what fantastic benefits we offer? Find out here

We will endeavour to offer a gender diverse interview panel wherever possible.

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.

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

Salary: £32,740 - £36,832

Closing date: 8th March 2021. Late applications will not be accepted.

Click 'apply now' to apply.

Network Rail

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