Customer Account Manager Birmingham
Job description
We're proud to be recognised by Glassdoor as one of the Top 50 Best Places to Work in 2021. Network Rail operates and maintains the railway infrastructure 24/7, 365 days a year. We do work that matters to millions. And we do it in millions of different ways. 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 and ask ourselves - what can we do to put our passengers and freight users at the centre of everything we do? 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 programmes & Professional services. To find out more about us - For us, 'Diversity' means recognising differences between people while valuing their contribution. 'Inclusion' means creating safe, welcoming workplaces with fair cultures that encourage innovative and fresh thinking. We value your commitments outside of work and will consider flexible and hybrid working applications. If we can make it work - we will! . Brief Description Foster the relationship with customers, including Train Operating Companies, Freight Operating Companies, Community Rail Groups, Heritage Operators, Councils, Combined Authorities, the Department for Transport, other Government Organisations, and our end users, which supports delivering business objectives and continuous improvement in customer satisfaction. Manage the process so that customers are recognised as partners in developing and delivering the routes and Network Rail's strategic goals. You will be the enabler that supports the relationships with our customers, working with all internal and external departments to deliver the best for the industry that encourages our end users to return to the railway and help grow overall revenue and footfall, taking an agnostic approach that puts all of our stakeholders at the heart of everything we do. About the role (External) 1. Support the Head of Customer Relationship Management in developing customer engagement strategies, including informing, consulting, and 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 and initiatives. 3. Act as the initial point of contact for the customer's business liaison issues, taking responsibility for internal and external 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 . 8. Provide detailed information and reports as and when required and monthly updates/status reports to senior management. 9. Develop and lead on customer scorecards that drives all elements of performance to the satisfaction of stakeholders including the client and customers. 10. This role will deputise for the Head of Customer Relationship Management as and when required. To be successful in this role, we would like you to have/to be: · Exceptional Stakeholder Management Skills · Demonstrable excellent interpersonal skills · 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 · Able to demonstrate significant commercial success We would also like, but it isn't crucial to have/to be: · Wide understanding of industry structure · Experience in dealing with large complex industrial client portfolios · Financial Awareness · Understanding corporate governance, e.g. procurement rules · Understanding railway industry structure and responsibility How to apply (External) We are a Disability Confident Leader and want to make the most of the skills and talents disabled people bring to the workplace - skills and talents we need in our business Want to find out about what fantastic benefits we offer? Salary: Band 3B: Starting at £46,701 and increasing to £52,538 per annum. 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. Closing date: 17 July 2023. Late applications will not be accepted. Click 'apply now' to apply. Safe behaviour is a requirement of working for Network Rail. Applicants should be able to demonstrate their awareness of our We will endeavour to offer a diverse interview panel wherever possible. Drugs & Alcohol test: All prospective candidates offered a conditional role will be required to undergo and pass a drugs and alcohol test. Your application will be rescinded if you record a positive test. All positive drugs and alcohol test results for prospective candidates will be securely held on Sentinel database and a 5 year suspension from applying for a safety critical role, a role which requires PTS certification or a Key Safety role on Network Rail Managed Infrastructure will be enforced. Network Rail
