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Customer Assistant
Network Rail
Support customer relationship and contract management, handling performance, revenue, and enquiries.
7d ago
£27,000 - £29,000
Intermediate (4-7 years), Experienced (8-12 years)
Full Time
London, England, United Kingdom
Hybrid
Company Size
40,000 Employees
Service Specialisms
Engineering
Construction
Asset management
Systems engineering
Design
Operations & Maintenance
Consulting
Project management
Sector Specialisms
Marketing
Human Resources
IT
Logistics
Project Management
Finance
Property
Legal
Role
What you would be doing
contract management
customer enquiries
negotiations
budget management
six sigma
financial analysis
- Assist in the management of customer and contractual relationships on all issues, including performance delivery and Track Access Contract
- Handle customer enquiries and complaints to a mutually satisfactory resolution.
- Assist in negotiations in order to conclude effective commercial deals.
- Identify commercial issues and progress solutions to meet customer needs.
- Assist in the management of income budgets in order to meet targets.
- Manage the delivery of all customer reasonable requirements and assist in customer focussed improvement projects including Six Sigma.
- Analyse financial information so that all revenues due to Network Rail from the access contracts are recovered, taking action where necessary.
- Prepare submissions under sections 18 and 22 of the Railways Act 1993 to the Office of Rail Regulation for regulated contracts so that the contractual changes are appropriate to Network Rail’s needs.
What you bring
a‑level
interpersonal
contractual
financial
network rail
network code
- Educated to ‘A’ level or equivalent standard
- Good interpersonal skills.
- Familiarity with and understanding of the contractual relationship with the customer.
- Understanding of financial principles
- Knowledge of Network Rail performance systems, and detailed understanding of the performance element of the Network Code.
- 75% off the cost of a season ticket for travel to work
- 28 days annual leave, plus bank holidays
- £3270 Inner London Allowance
- 75% off leisure travel for you and your family
- A choice of contributory pension schemes
- Flexible working arrangements
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Interview process
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Company
Overview
20,000 miles of track
Rail Network Span
The extensive railway infrastructure it manages spans over 20,000 miles, ensuring connectivity across the UK.
30,000 bridges
Managed Structures
Operates and maintains over 30,000 bridges to ensure safe rail passage for trains and passengers.
- Responsible for managing the country’s railway infrastructure, playing a vital role in the UK's transport system.
- Ensures the safe passage of trains through its management of critical railway assets.
- Origins date back to 2002, when the rail infrastructure was brought into public ownership.
- Based in Milton Keynes, it is a crucial player in delivering major transportation projects.
- Typical projects include track renewal, station modernization, and large-scale electrification efforts.
- Oversees one of the world’s most complex and busiest rail networks, with significant investment in improving connectivity across the UK.
- Focuses on maintaining safety and operational efficiency through cutting-edge technology and engineering solutions.
- Collaborates with train operators and local authorities to ensure seamless travel experiences for passengers.
- Delivers the High Speed 2 (HS2) project, set to revolutionize rail travel in the UK.
- Committed to improving sustainability and reducing the environmental impact of rail transport.
- Safety first, always.
- We value people’s ideas, energy and drive.
- We are responsible, dependable and accountable.
- We are better together, we collaborate, share knowledge and support each other.
- We challenge ourselves to deliver outstanding performance.
- We are committed to doing the right thing.
50% Reduction
Carbon Emissions Target
The company aims to reduce its carbon emissions by half by 2025 compared to 2017 levels.
Net Zero 2050
Carbon Neutrality Goal
The company is committed to achieving net-zero carbon emissions by 2050.
- Increasing use of renewable energy across operations.
- Promoting low-carbon technologies, including electrification of rail networks.
- Investing in green innovation and sustainable rail infrastructure.
- Commitment to reducing waste, with a focus on reusing and recycling materials.
- Developing and implementing nature-based solutions to enhance biodiversity.
40% Women
Senior Leadership Target
Aiming for 40% of women in senior leadership roles by 2025 to achieve greater gender balance.
- Rolling out initiatives to support career progression for all employees, particularly women and ethnic minorities.
- Ongoing leadership development programs focused on building a more inclusive workplace.
- Increasing the representation of women in technical roles.
- Diversifying recruitment efforts, including targeting underrepresented groups.
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