Helpdesk Customer Advisor

Network Rail; Manchester; Hybrid; GBP 24,000; Full time

Job summary

A leading railway organization in Manchester is seeking a Helpdesk Customer Service Adviser. This role involves handling customer queries with care and professionalism, ensuring excellent service delivery. The ideal candidate will possess exceptional listening skills and a strong telephone manner. Flexibility for hybrid work and the potential for a contract extension are offered. Competitive salary of £23,758 per annum.

Benefits

Up to 28 days annual leave

Rail travel subsidies

Flexible working arrangements

Discounts on shopping and gym memberships

Qualifications

• Ability to listen and ensure every customer feels understood.
• Professional and courteous phone etiquette.
• Track record of turning interactions into exceptional experiences.
• Natural ability to navigate challenging conversations.
• Building trust with stakeholders in pressure situations.
• Effective written and verbal communication.

Responsibilities

• Be the First Point of Contact handling diverse queries.
• Proactively update customers on query progress.
• Maintain service excellence in a dynamic environment.
• Represent Network Rail with professionalism.
• Build relationships and embed a customer-centric culture.
• Identify efficiencies for service improvement.
• Foster a culture of inclusion and responsibility.

Skills

Exceptional Listening Skills

Professional Telephone Manner

Outstanding Customer Service

Skilled in Handling Difficult Conversations

Influential Stakeholder Engagement

Clear and Impactful Communication

Tools

ORACLE eBusiness Suite

Job description

You will need to login before you can apply for a job.

About Network Rail

Join Network Rail - Where People and Connections Matter

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. Click here to learn more.

We're committed to creating a diverse, inclusive workplace that reflects the communities we serve. 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.

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

Brief Description

Join Our Vibrant Shared Services Team in Manchester as a Helpdesk Customer Service Adviser in Service Delivery!

Are you driven by delivering outstanding customer service and creating memorable experiences with every interaction? If so, we've got an exciting opportunity that could be perfect for you!

At Network Rail Shared Services, our Service Delivery Helpdesk is at the heart of supporting both internal and external customers across key areas like payroll, accounts payable, and recruitment. We pride ourselves on our "right first time" approach, ensuring every query is resolved efficiently and professionally, all while staying aligned with statutory, regulatory, and company policies.

This is more than just a customer service role - it's your chance to be part of a passionate team that's committed to first contact resolution, continuous improvement, and delivering service excellence every single day.

If you're ready to make a real impact and grow your career in a fast-paced, supportive environment, we'd love to hear from you!

Please see the attached job description for further information.

About the role (External)

The role as a Helpdesk Customer Advisor:

• Hours: 35 hours per week - full time
• Salary: Band 6 £23,758 per annum
• Contract type: 12 month Fixed Term contract - this role has the potential to be extended or become permanent.
• Closing date: Wednesday 8th October 2025. - Late applications will not be accepted.
• This is a hybrid role which requires working in the Manchester office (located on Travis Street, Square One) 3 days per week.
• Location: Manchester

What you'll be doing & Key accountabilities

• Be the First Point of Contact - Handle a high volume of diverse queries with confidence and care from payroll and recruitment to accounts payable and PPE - ensuring every customer feels heard and supported.
• Keep Everyone in the Loop - Proactively update customers on the progress of their queries and expected outcomes, working closely with internal teams to meet service level agreements and exceed expectations.
• Thrive in the Fast Lane - Embrace the buzz of a dynamic, customer-focused environment where every day brings new challenges and opportunities to deliver "right first time" service to hundreds of customers.
• Be the Voice of Shared Services - Represent Network Rail Shared Services with energy and professionalism, creating a positive and memorable experience with every interaction.
• Champion Customer-Centric Culture - Build strong relationships with stakeholders and help embed a culture where every team member considers the customer impact and anticipates future needs.
• Drive Continuous Improvement - Contribute to our "Better Day Every Day" initiative by identifying opportunities for smarter, more efficient ways of working during daily and weekly focus groups.
• Foster Inclusion and Ownership - Help create a workplace where everyone feels empowered to be themselves, challenge the status quo, and take personal responsibility for delivering excellence.

Essential Skills & Experience

• Exceptional Listening Skills - You don't just hear, you truly listen, ensuring every customer feels understood and valued.
• Professional Telephone Manner - Confident, calm, and courteous - you know how to make every call count.
• Outstanding Customer Service - You consistently go above and beyond, turning everyday interactions into exceptional experiences.
• Skilled in Handling Difficult Conversations - You're a natural at navigating challenges, turning tricky moments into positive outcomes.
• Influential Stakeholder Engagement - You know how to build trust and inspire confidence, even in high-pressure situations.
• Clear and Impactful Communication - Whether written or spoken, your communication is always on point - concise, friendly, and effective.

Desirable Extras

• Shared Services Know-How
• Familiarity with the inner workings of shared services gives you a head start.
• ORACLE eBusiness Suite Experience
• If you've worked with ORACLE, you'll hit the ground running.

How to apply (External)

Why join us here at Network Rail?

At Network Rail, people matter. You'll be part of a team that values your contribution and supports your growth. Your work will directly impact the development of future railway professionals and help us achieve our goal of getting everyone home safe every day.

At Network Rail you will have development opportunities, access to training and enjoy a range of employee benefits, such as up to 28 days annual leave, rail travel subsidies, a range of pension options, flexible and agile working arrangements, discounts on shopping, gym memberships and much more.

How to apply

Click 'Apply now' to submit your application.

• Closing date: Wednesday 8th October 2025.
• Salary: Band 6 £23,758 per annum
• Contract type: 12 month Fixed Term contract - this role has the potential to be extended or become permanent.

If you would like to speak the Resourcing Team, please contact [e-mail]

If you would like any reasonable adjustments support during your application or throughout the recruitment process, please do not hesitate to contact the Resourcing Team who will happily assist.

There are lots of other adjustments we can consider - please just ask!