Performance Improvement Manager
Company
Location
York, England, United Kingdom
Posted At
6/28/2025
Advertise with us by contacting: [email protected]
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Description
Location
York, GB
Department Name
OA Performance (Alliance) (846028) G4
About Network Rail
We get people where they need to be, whether they are commuting to work, visiting friends or family, or going for a night out.
We make millions of lives better every day and have a vital job in driving the economy and prosperity of the nation!
Over the coming years we will be building and improving crucial rail links between the country’s biggest cities, making our services faster, more comfortable and more reliable for the people who rely on us.
We’re also changing our organisation to put the passenger at the heart of everything we do, to make our people even prouder to work for us and to be recognised as a true leader in our industry.
In joining Network Rail, you’re not only joining an organisation with a vital role to play for the country, but also a team of more than 40,000 people, and a business dedicated to being one of Britain’s best employers.
Does this sound like a team you'd love to be a part of?
Brief Description
There is an exciting opportunity to join us in a role that is vital to our success. We are looking for an Area Customer Service & Performance Manage t o join our team.
As the Area Customer Service & Performance Manager, you will oversee interactions between Network Rail performance delivery functions, Train Operators, Freight colleagues and regulating bodies, to deliver train service delivery for East Coast route. Your role facilitates the identification of performance improvement activities, ensures that targets are met and that progress on improvement actions remains transparent to external stakeholders.
About The Role (External)
Role and Responsibilities may include but are not limited to:
What’s in it for you?
We’re offering a competitive salary of £46,701 – £53,589 (Band 3B), depending on your skills and experience. But that’s just the start.
Applications close on 11 July 2025. We won’t be able to accept late applications, so don’t miss out.
We’re for everyone
At Network Rail, we’re proud to be a place where everyone is welcome. Whoever you are, wherever you’re from, whatever your background – we want you to feel you belong here. We actively encourage applications from people of all ages, ethnicities, genders, sexual orientations, religions, and abilities. If you’re disabled and meet the essential criteria, we’ll guarantee you an interview. We also support flexible working – because we know life doesn’t stop when work starts.
Before you join us We’ll carry out some standard pre-employment checks, including a basic criminal record check, and we’ll need to confirm your identity, right to work in the UK, and your employment history for the past three years.
Sound like a good fit?
We’d love to hear from you. Apply online and take the next step in your journey with us.
York, GB
Department Name
OA Performance (Alliance) (846028) G4
About Network Rail
We get people where they need to be, whether they are commuting to work, visiting friends or family, or going for a night out.
We make millions of lives better every day and have a vital job in driving the economy and prosperity of the nation!
Over the coming years we will be building and improving crucial rail links between the country’s biggest cities, making our services faster, more comfortable and more reliable for the people who rely on us.
We’re also changing our organisation to put the passenger at the heart of everything we do, to make our people even prouder to work for us and to be recognised as a true leader in our industry.
In joining Network Rail, you’re not only joining an organisation with a vital role to play for the country, but also a team of more than 40,000 people, and a business dedicated to being one of Britain’s best employers.
Does this sound like a team you'd love to be a part of?
Brief Description
There is an exciting opportunity to join us in a role that is vital to our success. We are looking for an Area Customer Service & Performance Manage t o join our team.
As the Area Customer Service & Performance Manager, you will oversee interactions between Network Rail performance delivery functions, Train Operators, Freight colleagues and regulating bodies, to deliver train service delivery for East Coast route. Your role facilitates the identification of performance improvement activities, ensures that targets are met and that progress on improvement actions remains transparent to external stakeholders.
About The Role (External)
Role and Responsibilities may include but are not limited to:
- Lead the area customer services and performance team and own the customer facing activity with the TOC aligned to the Area Director.
- Act as the focus for all day-to-day contact within the area for all external and internal stakeholders represented in the area so that performance delivery issues are addressed.
- Own the management of customer concerns proactively by taking account of them and in consultation with other departments, ensure corrective action is taken and reported as necessary, and communicated to customers through a regular meeting drumbeat.
- Liaise with operational and maintenance colleagues to ensure their activity is focussed on delivering performance outcomes aligned to agreed performance targets.
- Compile periodic reports and analyse trends, identify insights that aid recommendations which address performance issues and implement the subsequent improvement opportunities.
- Drive action plans by liaising and building relationships with all key internal and external industry partners to develop an overview of performance improvement activities. Measure the effects of these schemes, providing advice on priorities as necessary as well as feedback and updates to internal and external stakeholders.
- Monitor progress and report on business performance improvement initiatives and assurance work.
- Experience in management/team leadership roles
- Customer focussed and able to persuade others to action
- Strong facilitation and inter-personal skills
- Strong all round analytical and numeric skills
- Experience of process/performance improvement
- Project management skills
- Comprehensive knowledge and experience in the railway business
- Formal process improvement qualification such as Lean/Six Sigma
What’s in it for you?
We’re offering a competitive salary of £46,701 – £53,589 (Band 3B), depending on your skills and experience. But that’s just the start.
- 28 days of annual leave, plus bank holidays – time to rest, recharge, and enjoy life outside work
- A 35-hour working week – because balance matters
- Access to My Benefits, our employee discount platform, with savings on shopping, travel, and more
- Great perks like childcare vouchers, cycle to work scheme, and discounted healthcare memberships
- Up to 75% off rail and underground season tickets – helping you get where you need to go
- A choice of contributory pension schemes to support your future
- Two weeks’ paid reserve leave for members of the Armed Forces community
Applications close on 11 July 2025. We won’t be able to accept late applications, so don’t miss out.
We’re for everyone
At Network Rail, we’re proud to be a place where everyone is welcome. Whoever you are, wherever you’re from, whatever your background – we want you to feel you belong here. We actively encourage applications from people of all ages, ethnicities, genders, sexual orientations, religions, and abilities. If you’re disabled and meet the essential criteria, we’ll guarantee you an interview. We also support flexible working – because we know life doesn’t stop when work starts.
Before you join us We’ll carry out some standard pre-employment checks, including a basic criminal record check, and we’ll need to confirm your identity, right to work in the UK, and your employment history for the past three years.
Sound like a good fit?
We’d love to hear from you. Apply online and take the next step in your journey with us.
Advertise with us by contacting: [email protected]
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