Community Relations Executive
Job Description
Job title: Community Relations Executive
Company: Network Rail
Job description: Our passengers and freight users are at the heart of everything we do. We help connect people to their friends and families and get goods to their destination safely and efficiently. We’re an organisation where people matter.
We’re continuing to build a diverse organisation which is representative of the people we serve. We want to harness the skills and expertise of our people and attract the best talent, to enable a safe and accessible railway for everyone. To learn why inclusion is important to us, please click .
About our people and the recruitment process – We’re an inclusive employer of choice and we welcome applications from everyone!
We encourage our colleagues to work flexibly, as we know traditional working patterns don’t always fit. If you want to consider working flexibly, just let us know and we’ll do our best to help and invest in your career with us, whilst you have a healthy work life balance.
We’re also a employer and we’ll try our best to adapt the process and offer a reasonable alternative to help support people with disabilities access, apply and interview for roles.
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, requests 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.
About the role (External)
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
How to apply (External)
Salary: £27,000 – £32,500pa Band 5 plus £3,270 location allowance.
Location: London Blackfriars
Closing date: 12th March 2024. – Late applications will not be accepted.
Remote working opportunity! This role requires working in the office 3 days a week
Click apply now to apply.
This is a 12 month fixed term opportunity, and has the potential to become permanent.
Drugs and Alcohol Standard:
Our Drugs and Alcohol Standard is changing as of 16.01.2023. All prospective candidates who have not been offered a conditional role by 16.01.2023 will be required to undergo and pass a drugs and alcohol test. Your application will be rescinded if you record a positive test. All positive drugs and alcohol test results for prospective candidates will be securely held on database and a 5 year suspension from applying for a safety critical role, a role which requires PTS certification or a Key Safety role on Network Rail Managed Infrastructure will be enforced.
You can visit for advice on accessibility support if you’re unsure of the options available. Should you require any reasonable adjustments/modifications, please add a note to your application.
Network Rail Benefits –
All offers of employment are conditional upon satisfactory completion of pre-employment checks.
Expected salary: £27000 – 32500 per year
Location: London
