Job Description

At Network Rail, our passengers and freight users are at the heart of everything we do. We help connect people to their friends and families and get goods to their destination safely and efficiently. We're an organisation where people matter.Scotland's Railway is part of this large family and it covers a large geographical area from the Borders to Thurso at the far tip of the North East of Scotland, accounting for almost 20 per cent of the UK rail network. We provide rapid access along busy commuter routes to our seven cities, servicing the varied needs of our business and leisure commuter services, including cross border services and rural services. We have up to 50 freight services operating every day and we are steadily building capacity for this to grow. Our ambition to be responsive to passengers and freight users, drives us every day and we're empowered to do the right thing for those who use the rail network. We actively challenge unsafe practices and take responsibility for addressing risks, resolving issues and protecting safety and wellbeing.Our colleagues are encouraged to work flexibly as we know that busy lives don't always fit around a traditional working pattern, if you need flexibility to complete your role just let us know and we will do our upmost to help you to invest in your career with us while balancing other aspects of your life.We're also a employer and we'll try our best to adapt the process and offer a reasonable alternative to help support people with disabilities access, apply and interview for roles.We want to help deliver a railway which is safe, reliable, affordable and that provides great customer service to everyone.Brief DescriptionBe the primary interface with Network Rail internal and external stakeholders to protect our assets and reputation within agreed timescales. Manage activities within agreed resource levels and budgets to meet expectations. Work for and closely with the delivery unit infrastructure maintenance deliver manager, and the delivery unit off track teams to direct public complaints and resolve 3rd party issues. Important pivotal role within the delivery unit that is customer facing and seeks to resolve service requests within tight deadlines. Liaise and work with our internal community relations team.About the role (External)Here are some of the duties your role will include: -xc2xb7 Manage the interface with local authorities, key stakeholders and internal Communications teams, specifically Community Relations, in dealing with and resolving public complaints within agreed timescales.xc2xb7 Provide safety & technical advice and conditions to stakeholders to enable compliance with Network Rail policies and standards.xc2xb7 Manage environmental issues to maintain compliance with environmental legislation.xc2xb7 Manage the process to recover Third Party costs against Network Rail where appropriate & protect Network Rail from possible liability claims.xc2xb7 Manage the proactive and reactive mitigating actions taken by the Delivery Unit to achieve the highest levels of customer satisfaction.xc2xb7 Undertake an appropriate programme of work quality checks.xc2xb7 Develop, agree & manage a plan of works, compliant with Network Rail Standards that satisfy all stakeholders expectations.xc2xb7 Manage the budgetary spend for contractor resource and staff where instructed.xc2xb7 Manage in conjunction with the local Community Relation Manager the pre-notification process between Network Rail and our lineside neighbours for any works which will affect them.xc2xb7 Manage the expectation of our neighbours to protect the reputation of Network Rail.What you will bring to the role: -Essentialxc2xb7 Qualified to HND/HNC level or equivalent experiencexc2xb7 In depth understanding of corporate policy regarding dealing with public complaintsxc2xb7 Proven successful track record in customer relationship managementxc2xb7 Able to demonstrate highly developed problem solving skillsxc2xb7 Able to demonstrate excellent interpersonal, influencing, communication and organisation skillsxc2xb7 Proven ability in influencing internal & external stakeholdersxc2xb7 Detailed knowledge of Network Rail Standardsxc2xb7 Good knowledge of the Statutory Railway Notices; including by-lawsDesirablexc2xb7 Knowledge of operational railway environmentxc2xb7 Experience of Outside Parties Workxc2xb7 Detailed knowledge of functional disciplines including maintenance and operationsHow to apply (External)Salary: xc2xa335,582 - xc2xa340,029Network Rail Benefits -Closing date: Midnight of 02.04.25Please get your application in as soon as possible, we may close the advert before the listed closing date if we receive enough applications. Late applications will not be accepted.Please note the recruitment process for this role is a competency based interview.We're dedicated to creating an and we welcome applications from everyone!Network Rail is a and we'll try our best to adapt the process and offer a reasonable alternative to help support people with disabilities access, apply and interview for roles. You can visit for advice on accessibility support if you're unsure of the options available. Should you require any reasonable adjustments/modifications, please add a note to your application.All offers of employment are conditional upon satisfactory completion of pre-employment checks.

Network Rail