Customer Assistant

Who We Are

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. When your part of our team, you matter to us and you matter to millions. Watch our video to find out more! About our people and the recruitment process - We're an inclusive employer of choice and we welcome applications from everyone! We look for opportunities to offer great opportunities to learn and grow through personal and professional development. And, if you make the grade then you can look forward to a rewarding and fulfilling career with a company that joined the top 50 in the Glassdoor's 2021 Best Places to Work.

We want to help deliver a railway which is safe, reliable, affordable and that provides great customer service to everyone . For more information about Network Rail click here

About the role

Support the Customer Relationship Executive and Customer Manager in developing the relationship with their customers

Responsibilities

• Prepare submissions under sections 18 and 22 of the Railways Act 1993 to the Office of Rail Regulation for regulated contracts so that the contractual changes are appropriate to Network Rail's needs.

• Assist in the management of customer and contractual relationships on all issues, including performance delivery and Track Access Contract

• Assist in negotiations in order to conclude effective commercial deals.

• Assist in the management of income budgets in order to meet targets.

• Analyse financial information so that all revenues due to Network Rail from the access contracts are recovered, taking action where necessary.

• Identify commercial issues and progress solutions to meet customer needs.

• Manage the delivery of all customer reasonable requirements and assist in customer focussed improvement projects including Six Sigma.

• Handle customer enquiries and complaints to a mutually satisfactory resolution.

Closing date : 22nd July 2026

Salary: £30,000 - £38,000 per annum

We positively embrace flexible working recognising that employees may wish to balance work and family/home life.

In Wales and Western region, you will have the opportunity to join PROUD, our reward and recognition scheme where you can say thanks and recognise colleagues across the region who have demonstrated outstanding values and behaviours.

At Network Rail we promote a diverse and inclusive organisation. We are working in conjunction with the Cultural Fusion team to support black, Asian and minority ethnic colleagues. If you would like support with your application or interview please contact Wales&***email_hidden***

Your experience and skills

Job Skills, Experience and Qualifications

Essential

• Knowledge of Network Rail performance systems, and detailed understanding of the performance element of the Network Code.

• Familiarity with and understanding of the contractual relationship with the customer.

• Good interpersonal skills.

• Understanding of financial principles

• Educated to 'A' level or equivalent standard

Desirable

• Understanding of financial principles

• Educated to 'A' level or equivalent standard

Key Information

Vacancy Details

Number of Positions

Contract Type

Permanent

Hours

Full Time

Location

Cardiff St Patrick's House, Cardiff

Geographical Area

Wales

Closing Date

22-JUL-2026

Job Category

Administration & Secretarial

Function

Wales & Western Region

Organisation

EF Head of Passenger Experience (102302) G5

Location Map