Location
York, GBDepartment Name
IN TRU - Communications (457110) G2About Network Rail
Key Information
Role: Community Relations Executive
Salary: circa £28,000 per annum depending on experience.
Location: Manchester or York
Contract Type: Full time - Permanent
Office Requirement: Hybrid. 3 days per week working from the office
Recruitment process: Our recruitment process includes an initial sift of applications, followed by a face-to-face, competency-based interview. Depending on the number of suitable candidates, a second sift may involve submitting video responses to motivational and technical questions
28 days annual leave + bank holidays
Employees will be entitled to a discretionary 75% discount off leisure travel this includes off peak and super off-peak tickets. Employees will also be entitled to 75% discount on season tickets.
Network Rail Benefits – To find out about what benefits we offer, click here
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!
Transpennine Route Upgrade
The Transpennine Route Upgrade (TRU) is a £10.7 billion Programme of activities that is improving the railway between York and Manchester via Leeds and Huddersfield.
Stretching across the North of England, this key 76-mile Transpennine railway serves 23 stations, crosses over and dips under 285 bridges and viaducts, passes through six miles of tunnels, and crosses over 11 level crossings.
Proposed improvements as will deliver a hard-working, reliable railway for passengers, allowing for trains with more seats, more services and faster journey times.
For more information visit www.theTRUpgrade.co.uk
Brief Description
To work as part of a team delivering a first class, professional customer service, using a range of communication methods, to ensure that where possible customer enquiries and complaints are resolved at the first point of contact. To work closely with the local community and businesses during disruptive works and be reponsibile for monitoring and managing all related local activities and relationships.
About the role (External)
Some of the key accountabilities of this role are:
1. To take responsibility for own caseload in a high volume environment, assessing and resolving enquiries, requests and complaints via letter, email and telephone to resolve customer enquiries at first point of contact where possible.
2. Work as one team (for example covering colleagues when on leave) to achieve both personal and team targets.
3. Develop strong relationships with operational route colleagues to provide customers with a prompt, excellent quality service.
4. To use sound judgement and take decisions within established procedures for each service request, using our Customer Relationship Management system to log, process and follow up enquiries, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction.
5. Maintain accurate records including copies of letters and forms received, information given, services requested and complaints made
6. To actively represent the customer throughout the organisation, striving for continuous improvement, encouraging feedback on services provided and, recognising the changing needs of the service, and making recommendations to the Manager for service improvements as necessary.
7. To investigate and escalate any reoccurring or contentious issues, working with Public Affairs, Media and Route Communications Managers to achieve a joined up, consistent response.
8. To represent Network Rail at community events and public meetings as required and advise colleagues on the most effective way to engage, warn and inform people of planned works.
9. To participate in the induction and training of new community relations executives to help maintain a high level of up to date knowledge within the team
10. To undertake any other duties as required and deemed appropriate within the grading of the post.
We need you to have:
• Experience in customer services or complaints management
• Experience of customer management systems
• Ability to prioritise
• Impeccable telephone manner and strong writing skills
• Excellent time management skills
• Experience of planning and delivering proactive customer engagement
Useful to have:
· Experience in a call centre / helpline environment
· Knowledge or experience in the rail industry
How to apply (External)
We are an inclusive employer of choice, Disability Confident Leader! We encourage people to work flexibly and welcome applications from everyone Click here for more information.
VisitEvenbreak’s Career Hive should you need accessibility support to apply. Should you require any reasonable adjustments/modifications, please contact EasternResourcing@networkrail.co.uk.
Network Rail Benefits - To find out about what benefits we offer, click here
All offers of employment are conditional upon satisfactory completion of pre-employment checks. Click here for more information
Keeping people safe on the railway is at the heart of everything we do, safe behaviour is therefore a requirement of working for Network Rail. You should be able to demonstrate your personal commitment to safety and awareness in your application.
Salary: circa £28,000 per annum depending on experience.
This role can be based in the following locations: Manchester or York
Closing date: 7th May 2026. Late applications will not be accepted. We retain the right to close the advert before the listed closing date based on application volumes.
All offers of employment are conditional upon satisfactory completion of pre-employment checks. Click here for more information
***Some of our roles require face to face Drugs & Alcohol testing. Further details will be shared with you as part of your formal offer.****