Community Relations Executive - Swindon or Bristol

ENGINEERINGUK; Swindon; On-site; GBP 25,000 - 35,000; Full time

Job description

Community Relations Executive - Swindon or Bristol

Sector: Transport and Logistics
Role: Executive
Contract Type: Permanent
Hours: Full Time

About Network Rail
Join Network Rail - Where People and Connections Matter.
At Network Rail, we're dedicated to keeping passengers and freight moving safely and efficiently across the country. When you join us, you're not just part of a team - you're part of something that matters to millions. We believe that our people are at the heart of what we do, and every role plays a vital part in building a better, more connected railway.

We're committed to creating a diverse, inclusive workplace that reflects the communities we serve. We value flexibility and understand the importance of a healthy work-life balance. As a Disability Confident Leader, we'll do everything we can to accommodate any needs throughout the recruitment process.

If you're ready to make a real difference, we'd love to hear from you!

Brief Description
To work as part of a team delivering a first-class, professional customer service, using a range of communication methods, to ensure that where possible customer enquiries and complaints are resolved at the first point of contact. To work closely with the local community and businesses during disruptive works and be responsible for monitoring and managing all related local activities and relationships.

Key Accountabilities:

1. To take responsibility for own caseload in a high volume environment, assessing and resolving enquiries, requests and complaints via letter, email and telephone to resolve customer enquiries at first point of contact where possible.
2. Work as one team (for example covering colleagues when on leave) to achieve both personal and team targets.
3. Develop strong relationships with operational route colleagues to provide customers with a prompt, excellent quality service.
4. 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.
5. Maintain accurate records including copies of letters and forms received, information given, services requested and complaints made.
6. 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.
7. 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.
8. 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.
9. 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.
10. To undertake any other duties as required and deemed appropriate within the grading of the post.

Job Skills, Experience and Qualifications:

Essential
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.