Area Customer Services & Performance Advisor

1. Support the Route Stakeholder Manager in the development of customer engagement strategies including informing, consulting & involving customers where relevant and evaluating the effectiveness of these strategies.

2. Assist areas and the route executive to effectively consult and engage customers on relevant projects.

3. Act as the initial point of contact within the company for the customer's business liaison issues; take responsibility for internal information regarding the customer, their business requirements and issues.

4. Advise senior management of issues and/or risks to customer relationships as soon as they arise so risks can be managed effectively.

5. Develop and deliver all income streams relating to the customer.

6. Support the delivery of Joint Performance Improvement Plans (JPIPs) specific to the customer.

7. Support all negotiations on changes to the customer's Track Access Contract.

Provide both detailed information and reports as and when required and monthly updates / status reports to senior management.

About the role (External)

1. Implement company procedures for all aspects of performance improvement management including performance strategy plans.

2. Co-ordinate and deliver, as appropriate, performance improvement plans for the route / area, focusing on projects with the best return for Network Rail and the industry, based in the outputs of the route analysis team.

3. Liaise with delivery units for performance improvement projects within the route / area and work with the local team to mitigate risk during delivery of projects.

4. Produce well-researched, highly numerate analysis of business cases for performance improvements.

5. Act as the single point of contact for internal and external stakeholders for performance related projects within the route / area during their implementation.

6. Support the routes and operators in effective sharing of best practice and cross learning processes

7. Monitor and report the progress and effectiveness of all performance improvement initiatives within the relevant performance tracking system. Scheduling all stakeholder performance review meetings.

8. Liaise with the route teams to document the mitigation actions from SMART Learning Reviews (SLRs) and lead the implementation of these actions to prevent future reoccurrence.