Customer Assistant

6 days ago


London, United Kingdom Network Rail Full time

**Location**:
London, GB**Department Name**:
OC Route Director Commercial (117700) G1**About Network Rail**:
Join Our Team at Network Rail

Investing in our people is key to enhancing the safety, reliability, and efficiency of our railway system. If you're passionate about making a meaningful impact, then this opportunity is for you

This position is based in London Stratford Place. This is a permanent opportunity.

**Brief Description**:
Support the Customer Relationship Executive and Customer Manager in developing the relationship with their customers.**About the role (External)**:
**Key Accountabilities**
- 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.
- Assist in the management of customer and contractual relationships on all issues, including performance delivery and Track Access Contract
- Assist in negotiations in order to conclude effective commercial deals.
- Assist in the management of income budgets in order to meet targets.
- Analyse financial information so that all revenues due to Network Rail from the access contracts are recovered, taking action where necessary.
- Identify commercial issues and progress solutions to meet customer needs.
- Manage the delivery of all customer reasonable requirements and assist in customer focussed improvement projects including Six Sigma.
- Handle customer enquiries and complaints to a mutually satisfactory resolution.

**Essential**
- Knowledge of Network Rail performance systems, and detailed understanding of the performance element of the Network Code.
- Familiarity with and understanding of the contractual relationship with the customer.
- Good interpersonal skills.

**Desirable**
- Understanding of financial principles
- Educated to ‘A’ level or equivalent standard

We follow a structured pay framework: Band 5: Salary range: £27k-£29k

Please note that this role is a permanent opportunity.

Closing Date: 21st October 2025

Network Rail can offer you a rewarding career with competitive pay and excellent benefits including:

- 75% off the cost of a season ticket for travel to work
- 75% off leisure travel for you and your family
- £3270 Inner London Allowance
- Flexible working arrangements
- 28 days annual leave, plus bank holidays
- A choice of contributory pension schemes


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