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Customer Story: Network Rail’s Assured training programme

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City & Guilds Assured has helped Network Rail to recruit over 1,000 employees to their in-house Service Academy, reinforcing the company’s commitment to leading with a customer focus.


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Responsible for owning, managing and maintaining the railway infrastructure across Great Britain, Network Rail is an organisation that’s known for its high-quality training.

 

Following a review of the rail industry in May 2021, which highlighted challenges with customer experience, Network Rail launched its Service Academy to train teams across the organisation with the skills they need to lead with a customer focus at every stage of their journey. 

For the Customer Service Design team at Network Rail, it was essential that the programme not only provided colleagues with the relevant skills and knowledge to better support customers, but external recognition from a trusted partner too.


‘We wanted to be able to offer something really inviting to colleagues, to show that we’re really investing in them and providing them with skills and a prestigious certificate.’ 

Lucy Hart, Customer Service Design Manager, Network Rail



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Choosing Assured – City & Guilds training validation and quality assurance service – gave Network Rail the flexibility to design and build their bespoke programme, while gaining external recognition for its quality. 

Since launching the Assured programme, Network Rail has certified almost 1,000 colleagues, with plans for many more. 

We can help you to achieve your goals – for your L&D team and your wider business. Our Skills Specialists have years of experience working with companies like yours.

Network Rail digital credential