Community Relations Executive

2 weeks ago

Birmingham, Birmingham, United Kingdom Network Rail Full time
Community Relations Executive - Milton Keynes, London, Birmingham or Manchester

Location:

Birmingham, GB

Department Name:

SC Communications Central G2

About Network Rail:

This is an exciting time to join Network Rail in a time of transition with the Management Modernisation programme.

This plan is to provide the best possible service for passengers and freight users, to deliver the promises we've made for Control Period Six (CP6), and to improve the way we work together and with the industry.

North West & Central (NW&C) is the 'Backbone of Britain' - the economic spine connecting our main cities.

Our infrastructure runs from London Euston and Marylebone in the South through the Chiltern and West Midlands regions, the North West of England and Cumbria before joining with Scotland at Gretna.

We are home to the West Coast Mainline, the busiest mixed-use railway in Europe, serving London, Birmingham, Manchester, Liverpool, Edinburgh, and Glasgow.

To find out more about NW&C/us, visit - Who We Are.


NW&C's vision for the journey to 2024 is "One team safely delivering excellent services to customers and taxpayers." We'll achieve this vision by embedding a safe, caring workforce culture that welcomes everyone and embraces new ideas and fresh thinking.

By becoming a more open, diverse, and inclusive organisation we can deliver a safe, accessible railway for everyone. We're working hard to ensure our workforce better represents our customers and society as a whole. Our People.

Brief Description:

What will you be doing?


The purpose of this role is to work as part of a team delivering a first-class, professional customer service, using a range of communication methods, including in-person events and written comms, to ensure that where possible customer enquiries and complaints are resolved at the first point of contact.

In the role, you would also work closely with the local community and businesses during disruptive works and be responsible for monitoring and managing all related local activities and relationships.


This role can be based anywhere within the North West & Central Region - Milton Keynes, London, Birmingham, Manchester.

About the role (External):

Every day will be different, but you can expect to be involved in the following activities**:

  • Work as one team (for example covering colleagues when on leave) to achieve both personal and team targets.
  • Develop strong relationships with operational route colleagues to provide customers with a prompt, excellent quality service.
  • 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.
  • Maintain accurate records including copies of letters and forms received, information given, services requested, and complaints made
  • 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.
  • 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.
  • 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.
  • To participate in the induction and training of new community relations executives to help maintain a high level of uptodate knowledge within the team
  • To undertake any other duties as required and deemed appropriate within the grading of the post.

In order to be successful in this role, we would like you to have/to be:

  • 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
Want to find out about what fantastic benefits we offer? Find out here

Salary
:
£24,575. Network Rail adheres to a
structured pay framework, any salary offered will be within the pay range advertised.

Safe behaviour is a requirement of working for Network Rail. Applicants should be able to demonstrate their awareness of our safety vision

We will endeavour to offer a diverse interview panel wherever possible.

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