Community Relations Officer
2 weeks ago
**Community Relations Officer**
**Inside IR35**
**Contract Term**:6 months
**Contracting Authority**:Network Rail
**Location**:Hybrid (2-3 days per week from the Basingstoke Offices - Remainder WFH/Remote - London may also be considered)
**The Role**:
To work as part of a team delivering a first class, professional customer service, using a range of communication methods (postal, telephone, electronic communication, town hall meetings), to ensure that where possible customer enquiries and complaints are resolved at the first point of contact. To work closely with the local community, wider stakeholders and businesses during disruptive works and be responsible for monitoring and managing all related local activities and relationships.
**As a Community Relations Officer, your responsibilities would be**:
- Work as one team (for example covering colleagues when on leave) to achieve both personal and team targets.
- Develop strong relationships with programme 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 up-to-date knowledge within the team
- To undertake any other duties as required and deemed appropriate within the grading of the post.
**Essential**:
- Strong verbal and written communication skills
- Experience in copy / correspondence
- Admin / Secretarial experience
- Public relations experience
- Great attention to detail
- Good at prioritising workload
**Desirable**
- Network Rail / Rail Sector experience
- Public Sector experience-
- Please be aware that this role can only be worked within the UK and not Overseas._
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