Customer Service Manager

Network Rail; Greater London; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Flexible/hybrid work

28 days leave + statutory

Defined benefit pension

Discounted train tickets

Travel loan

Volunteer leave

Job summary

Network Rail in the UK seeks a skilled DDaT role to enable customers and industry partners with modern technology. This role sits in the DDaT directorate, overseeing IT operations and large delivery programmes that shape the railway’s future.

You will build strong relationships, understand customer priorities, and drive improvements in service delivery. The role requires strategic thinking, excellent communication, and the ability to influence across complex, evolving environments.

Qualifications

• Educated to degree level or suitable professional experience.
• Strong communication skills, written and verbal.
• Experience in customer and service management methods for Digital, Data and Technology including telecoms.
• Experience delivering customer service in rapidly changing environments.
• Ability to lead virtual teams and drive behavioural change.

Responsibilities

• Act as a key point of contact for customers on DDaT services and service-related issues.
• Build and maintain trusted relationships with regions, routes and other stakeholders to understand customer needs and improve service outcomes.
• Manage and coordinate Service Improvement Plans with Service Owners and delivery teams to address performance issues.
• Monitor service performance against targets and provide clear reporting on incidents, risks, and actions.

Skills

Customer driven

Accountable

Influence under pressure

Organised

Excellent communicator

Education

Degree level education

Job description

Who We Are

At Network Rail, we're dedicated to keeping passengers and freight moving safely and efficiently across the country. When you join us, you're not just part of a team - you're part of something that matters to millions. We believe that our people are at the heart of what we do, and every role plays a vital part in building a better, more connected railway.

We’re committed to creating a diverse, inclusive workplace that reflects the communities we serve. Click here to learn more. To discover more about our ED&I commitments click here. We value flexibility and understand the importance of a healthy work-life balance. As a Disability Confident Leader, we’ll do everything we can to accommodate any needs throughout the recruitment process. You can visit Evenbreaks Career Hive for advice on accessibility support.

If you’re ready to make a real difference, we’d love to hear from you!

Some Of Our Great Benefits

• We offer generous maternity, paternity, and adoption leave to support our employees during significant life moments
• Flexible/hybrid working arrangements considered
• Generous annual leave up to 28 days plus statutory days (role dependant), with the option to buy/sell days
• Discounts at selected stations with your Network Rail pass
• Defined benefit pension scheme
• 75% off leisure train tickets for you and your dependents (subject to T&Cs)
• Interest-free travel loan for train and car park season tickets
• Volunteer leave to make a positive impact

Plus more....

About The Role

The railway has seen nearly 200 years of technology and innovation that has transformed how we provide services to passengers and freight customers. Technology is continuing to transform the railway industry. Imagine an exciting environment where Digital, Data, and Technology (DDaT) are not just buzzwords but the driving force behind every operation, every decision, and every solution.

As part of the DDaT directorate, you have a unique opportunity to enable our customers and industry partner with modern and transformative technology. From the day-to-day IT operations that keeps a national railway running, to the extensive delivery programmes that our helping to reshape the railway - we are at the forefront of all of it. We operate with a talented and passionate workforce, fostering empowered individuals and teams who understand that technology is not just a tool - it's the catalyst for progress, especially in an ever-demanding industry where change is a constant.

What does the average day look like?

At the heart of this role is building great relationships with our customers. You'll take the time to understand their priorities, challenges, and experiences with DDaT services, helping us deliver the best possible support. By listening to feedback, sharing insights, and working closely with colleagues across DDaT, you'll help drive service improvements and ensure our customers feel valued, supported, and heard.

Act as a key point of contact for customers on DDaT services and service-related issues.

Build and maintain trusted relationships with regions, routes and other stakeholders to understand customer needs and improve service outcomes.

Manage and coordinate Service Improvement Plans, working with Service Owners and delivery teams to address performance issues and enhance customer experience.

Monitor service performance against agreed targets and provide clear reporting on incidents, risks, corrective actions and outcomes.

Essential

Your experience and skills

• Exhibits principle behaviours: Customer Driven, Accountable, Challenging & Collaborative.
• Educated to degree level or suitable professional experience.
• Strong personal presence with considerable credibility and the ability to influence and persuade when working under pressure to direct the recovery of services.
• Highly organised with excellent prioritisation skills and an excellent communicator, both written and verbal
• Outstanding facilitator, skilled at directing complex situations towards a positive conclusion.
• Demonstrable previous experience of customer and service management methods for supporting both new generation and legacy assets/technology in all areas of Digital, Data and Technology including Telecoms (Data, Voice, Mobile & media communications)
• Experience delivering high levels of customer service & satisfaction in rapidly changing and competitive environments.
• Incident & Problem Management processes & reporting experience
• Excellent at building relationships and mobilising virtual teams to collaborate in the interests of achieving a common goal.
• Demonstrable delivery of leadership and experience of behavioural change within a large organisation

Desirable

• Knowledge of/experience in the railway industry telecommunications technologies / standards
• Knowledge of telecoms business process frameworks (Enhanced Telecoms Operations Map)
• Knowledge of telecommunications industry best practice operational and business support systems
• Knowledge of carrier class business support processes and improvement initiatives to time, cost, performance & quality