Performance Improvement Manager
Performance Improvement Manager

Performance Improvement Manager

York Full-Time 40000 - 60000 £ / year (est.) No home office possible
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At a Glance

  • Tasks: Lead a team to enhance customer service and performance in train operations.
  • Company: Join Network Rail, a key player in improving the UK's rail services and economy.
  • Benefits: Enjoy 28 days of leave, flexible working, and discounts on travel and shopping.
  • Why this job: Be part of a mission-driven team that values innovation and customer satisfaction.
  • Qualifications: Experience in management, strong analytical skills, and knowledge of railway operations required.
  • Other info: Applications close on 11 July 2025; we welcome diverse applicants.

The predicted salary is between 40000 - 60000 £ per year.

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.

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:

  • 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.

Are you?

  • 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

Do you have?

  • Comprehensive knowledge and experience in the railway business
  • Formal process improvement qualification such as Lean/Six Sigma

How To Apply (External)

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

Important to know:

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.

Seniority level

  • Seniority level

    Mid-Senior level

Employment type

  • Employment type

    Full-time

Job function

  • Job function

    Consulting, Information Technology, and Sales

  • Industries

    Rail Transportation

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Performance Improvement Manager employer: Network Rail

Network Rail is an exceptional employer, dedicated to enhancing the lives of millions while fostering a supportive and inclusive work environment. With a strong focus on employee growth, competitive benefits including generous leave, flexible working options, and substantial discounts on travel, we empower our team to thrive both professionally and personally. Join us in York, where you can make a meaningful impact on the future of rail transport and be part of a proud team committed to excellence.
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Contact Detail:

Network Rail Recruiting Team

StudySmarter Expert Advice 🤫

We think this is how you could land Performance Improvement Manager

✨Tip Number 1

Familiarise yourself with Network Rail's current performance metrics and improvement initiatives. Understanding their goals will help you align your experience and ideas with what they are looking for in a Performance Improvement Manager.

✨Tip Number 2

Network Rail values strong relationships with stakeholders. Prepare examples of how you've successfully built and maintained relationships in previous roles, as this will demonstrate your ability to manage customer concerns effectively.

✨Tip Number 3

Brush up on your knowledge of Lean and Six Sigma methodologies. Since a formal process improvement qualification is preferred, being able to discuss specific projects where you've applied these principles will set you apart.

✨Tip Number 4

Showcase your analytical skills by preparing to discuss how you've used data to drive performance improvements in past roles. Be ready to share insights from reports you've compiled and how those insights led to actionable changes.

We think you need these skills to ace Performance Improvement Manager

Team Leadership
Customer Service Orientation
Stakeholder Management
Analytical Skills
Performance Improvement
Process Improvement Methodologies (Lean/Six Sigma)
Project Management
Interpersonal Skills
Data Analysis
Report Compilation
Communication Skills
Problem-Solving Skills
Relationship Building
Trend Analysis

Some tips for your application 🫡

Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Performance Improvement Manager position. Tailor your application to highlight relevant experience and skills that align with the job description.

Highlight Relevant Experience: In your CV and cover letter, emphasise your experience in management and team leadership roles, as well as any specific achievements in performance improvement or customer service. Use quantifiable results to demonstrate your impact.

Showcase Analytical Skills: Given the importance of analytical skills for this role, include examples of how you've used data analysis to drive performance improvements in previous positions. Mention any relevant qualifications like Lean or Six Sigma.

Craft a Compelling Cover Letter: Your cover letter should not only express your enthusiasm for the role but also explain why you're a great fit for Network Rail. Discuss your understanding of their mission and how your values align with theirs, particularly in enhancing customer service and performance.

How to prepare for a job interview at Network Rail

✨Understand the Role

Make sure you thoroughly understand the responsibilities of the Area Customer Service & Performance Manager. Familiarise yourself with how performance delivery functions and customer service interact within Network Rail, as this will help you articulate your fit for the role.

✨Showcase Your Leadership Skills

As a manager, you'll need to demonstrate your experience in leading teams. Prepare examples of how you've successfully managed teams in the past, focusing on your ability to motivate others and drive performance improvements.

✨Prepare for Scenario-Based Questions

Expect questions that assess your problem-solving skills and ability to handle customer concerns. Think of specific situations where you've had to address performance issues or improve processes, and be ready to discuss the outcomes.

✨Highlight Your Analytical Skills

Since the role requires strong analytical abilities, be prepared to discuss how you've used data to identify trends and make recommendations in previous roles. Bring examples of reports or analyses you've conducted that led to performance improvements.

Performance Improvement Manager
Network Rail
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  • Performance Improvement Manager

    York
    Full-Time
    40000 - 60000 £ / year (est.)

    Application deadline: 2027-07-22

  • N

    Network Rail

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