Customer Account Manager

Foster the relationship with allocated customers to support delivery of business objectives and continuous improvement in customer satisfaction. Manage the process so that customers are recognised as partners in the development and delivery of the routes and Network Rails strategic goals.About the role (External) Every day will be different, but you can expect to be involved in the following activities: 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. 8. Provide both detailed information and reports as and when required and monthly updates / status reports to senior management.

• Commercially astute, persuasive, and customer focused • Experience of account management • Good knowledge/understanding of the railway industry • Experience in negotiating & influencing skills • Able to effectively communicate to all levels inside and outside the business • Team player • Results orientated We would also like but it isn't crucial to have/to be: • Wide understanding of industry structure • Educated to degree level • Experience of dealing with large complex industrial client portfolios • able to demonstrate significant commercial success • Financial awareness

The West Coast South route stretches from the south of Crewe to London Euston, carrying millions of passengers, and up to 10% of the country's freight traffic each year. Our route contains the West Coast main line which stretches over 1,000 miles of track and has 64 passenger stations. It's also the busiest mixed-use railway in Europe, forming Anglo-Scottish journeys between London, Glasgow and Edinburgh, as well as providing commuter links to the capital through Hertfordshire, Northamptonshire, and Buckinghamshire. The West Coast main line was electrified in the 1960s, allowing for longer, faster train services for passengers and freight. This meant that London Euston Station has to be rebuilt to create space for the new overhead equipment and was the first station in London to provide express passenger journeys to distant cities. Our Region Our North West & Central region runs from London Euston and Marylebone in the South through the Chiltern and West Midlands regions, the North West of England, and Cumbria before joining with Scotland at Gretna. We are home to the West Coast Mainline, the busiest mixed-use railway in Europe, serving London, Birmingham, Manchester, Liverpool, Edinburgh, and Glasgow. We're a very busy region, with 1.3 million passengers travelling on our rails every weekday, and 700,000 tonnes of freight moved a week. With 571 stations in the North West & Central region, we make up a quarter of Britain's railway system. We are committed to transforming the North West & Central region into a customer-focused service organisation, putting passengers first. We will prioritise safe, reliable train services against the ongoing need to build a bigger, better railway capable of transporting more people and produce in the future. For us, ‘Diversity' means recognising differences between people while valuing the contribution they make. ‘Inclusion' means creating safe and welcoming workplaces with fair cultures that encourages innovative and fresh ways of thinking. We value the commitments you may have outside of work and will consider flexible and hybrid working applications. If we can make it work – we will! Please click here for more information. We are thrilled to announce that Network Rail has been recognised as one of the Times Top 50 Employers for Gender Equity for the fourth consecutive year!

· Salary: £46,701 - £52,538

• Pro-rata annual leave entitlement (28 days)
• My benefits – our discounted online shopping site
• A range of discounted offers including, childcare vouchers, healthcare offers – cycle to work, healthcare club discounted membership and other benefits
• Subsidies of up to 75% on rail and underground season tickets
• 75% discount on leisure travel
• A choice of contributory pension schemes
• 2 weeks paid reserve leave for our Armed Forces community
Want to find out about what fantastic benefits we offer? Find out here Network Rail adheres to a structured pay framework, any salary offered will be within the pay range advertised.