Community Relations Manager

2 weeks ago

Cardiff, United Kingdom Network Rail Full time

Brief Description

We’re looking for a passionate, customer-focussed person to join our team and support the delivery of our Contact & Communities objectives, helping us meet our DfT-aligned scorecard targets and champion our neighbours within our overall communications strategy.

In equal measure, someone committed to delivering great customer service from first point of contact for enquiries/complaints and project support, all the way through to resolution, and a positive, forward-thinking team leader. Someone who will create and maintain strong relationships with colleagues in the wider business, as well as manage Chief Executive contact for the Wales & Borders route.

Rydym yn chwilio am berson angerddol sy’n canolbwyntio ar y cwsmer i ymuno â’n tîm a chefnogi’r gwaith o gyflawni ein hamcanion Cyswllt a Chymunedau, gan ein helpu i gyrraedd ein targedau cerdyn sgorio wedi’u halinio gan yr Adran Drafnidiaeth a hyrwyddo ein cymdogion yn ein strategaeth gyfathrebu gyffredinol.

Yn gyfartal, rhywun sydd wedi ymrwymo i ddarparu gwasanaeth cwsmeriaid gwych o'r pwynt cyswllt cyntaf ar gyfer ymholiadau/cwynion a chymorth prosiect, yr holl ffordd drwodd i'w datrys, ac arweinydd tîm cadarnhaol, blaengar. Rhywun a fydd yn creu ac yn cynnal perthnasoedd cryf gyda chydweithwyr yn y busnes ehangach, yn ogystal â rheoli cyswllt Prif Weithredwr ar gyfer llwybr Cymru a’r Gororau.

About the role (External)

  Your Main Responsibilities will be to:

1.Responsible for the operational management of high-volume incoming enquiries and complaints, including constituent issues raised by MPs.

2.Devise and develop strategies and activities, on a local basis, which support the delivery of the community relations objectives.

3.Within the context of a national, single-process approach, determine and implement the most effective methods, within both the community relations team and the route teams, for handling incoming complaints and enquiries.

4.Act as custodian of the public enquiries database. Conduct the relevant analysis of data accrued within the team and act on the analysis to improve delivery.

5.Manage relationships with internal and external stakeholders, including representing Network Rail at public meetings/forums.

6.Provide period end information on complaints statistics and report on trends and volumes to relevant heads of departments and route managing directors.

7.Investigate and reply to all complaints enquiries, working with team members as necessary to maintain consistency of approach.

8.Implement the major incident communications plan as required.

You will ideally have

·A proven track record in customer relationship management

·Experience of managing a team

·Proven ability to influence internal and external stakeholders

·Highly developed problem solving skills

·Ability to analyse data and make recommendations

What could set you apart

·Educated to degree level

Not sure if you meet all the requirements? Let us decide.

Eich Prif Gyfrifoldebau fydd:

1. Yn gyfrifol am reolaeth weithredol ymholiadau a chwynion nifer uchel sy'n dod i mewn, gan gynnwys materion cyfansoddol a godir gan ASau.
2. Dyfeisio a datblygu strategaethau a gweithgareddau, ar sail leol, sy'n cefnogi cyflawni amcanion cysylltiadau cymunedol.
3. O fewn cyd-destun dull un broses genedlaethol, pennu a gweithredu'r dulliau mwyaf effeithiol, o fewn y tîm cysylltiadau cymunedol a'r timau llwybr, ar gyfer ymdrin â chwynion ac ymholiadau sy'n dod i mewn.
4. Gweithredu fel ceidwad y gronfa ddata ymholiadau cyhoeddus. Cynnal y dadansoddiad perthnasol o ddata a gronnwyd o fewn y tîm a gweithredu ar y dadansoddiad i wella'r ddarpariaeth.
5. Rheoli cydberthnasau â rhanddeiliaid mewnol ac allanol, gan gynnwys cynrychioli Network Rail mewn cyfarfodydd/fforymau cyhoeddus.
6. Darparu gwybodaeth diwedd cyfnod ar ystadegau cwynion ac adrodd ar dueddiadau a niferoedd i benaethiaid adrannau perthnasol a rheolwyr gyfarwyddwyr llwybrau.
7. Ymchwilio ac ymateb i bob ymholiad ynghylch cwynion, gan weithio gydag aelodau'r tîm yn ôl yr angen er mwyn cynnal dull gweithredu cyson.
8. Gweithredu'r cynllun cyfathrebu digwyddiad mawr yn ôl yr angen.

Yn ddelfrydol bydd gennych chi

 • Hanes profedig mewn rheoli perthnasoedd cwsmeriaid
• Profiad o reoli tîm
• Gallu profedig i ddylanwadu ar randdeiliaid mewnol ac allanol
• Sgiliau datrys problemau datblygedig iawn
• Y gallu i ddadansoddi data a gwneud argymhellion

Beth allai eich gosod ar wahân
• Addysg hyd at lefel gradd

Ddim yn siŵr a ydych chi'n bodloni'r holl ofynion? Gadewch i ni benderfynu.

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