Job Introduction
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, wider stakeholders and businesses during disruptive works and be responsible for monitoring and managing all related local activities and relationships.
Main Responsibilities
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 programme 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.
The Ideal Candidate
An enthusiastic candidate used to working in a fast-paced environment with a passion for quality communications and customer service. Though this role will centre on communicating with local communities and stakeholders, wider communications experience is desired to support the wider team to help all passengers and stakeholders understand what the multi-billion-pound Transpennine Route Upgrade programme will deliver and why it is so crucial for the North of England.
We need you to have:
- Experience in customer services or complaints management
- Experience of customer management systems and reporting
- Impeccable telephone manner and strong writing skills
- Excellent time management skills
- Experience of planning and delivering proactive customer engagement
It would be advantageous if you have:
- Wider communications experience (such as media, public affairs, internal communications, marketing and digital communications)
- Experience producing digital content, internal newsletters and social media content to support wider communications activities in a fast-paced environment
About The Company
Network Rail played a key role in keeping the country moving during the coronavirus pandemic – and continues tol play an equally important part in rebuilding from it.
We get people where they need to be, whether they are commuting to work, visiting friends or family, or going for a night out.
We make millions of lives better every day and have a vital job in driving the economy and prosperity of the nation!
Over the coming years we will be building and improving crucial rail links between the country’s biggest cities, making our services faster, more comfortable and more reliable for the people who rely on us.
We’re also changing our organisation to put the passenger at the heart of everything we do, to make our people even prouder to work for us and to be recognised as a true leader in our industry.
In being a part of Network Rail, you’re not only part of an organisation with a vital role to play for the country, but also a team of more than 40,000 people, and a business dedicated to being one of Britain’s best employers.
https://network-rail.wistia.com/medias/e9gfrx2prz
We have an exciting opportunity to join Transpennine Route Upgrade as Community Relations Executive!
The Transpennine Route Upgrade (TRU) is a major multi-billion-pound railway programme in the North of England between Manchester, Huddersfield, Leeds and York. It will transform journeys across the North, better connecting towns and cities through more frequent, faster, greener trains, running on a better, cleaner and more reliable railway.
TRU will bring passengers:
- More trains to choose from and more seats
- Faster journeys so you can travel to your favourite towns and cities more quickly.
- More reliable journeys with trains that run on-time
- Greener travel, reducing our carbon footprint and improving air quality
Stretching across the North of England, this key 70-mile rail artery serves 23 stations, crosses over and dips under 285 bridges and viaducts, passes through six miles of tunnels, and crosses over 29 level crossings.
We are an inclusive employer of choice, Disability Confident Leader! We encourage people to work flexibly and welcome applications from everyone Click here for more information.
Vsit Evenbreak’s Career Hive should you need accessibility support to apply. Should you require any reasonable adjustments/modifications, please contact EasternResourcing@networkrail.co.uk..
Network Rail Benefits – To find out about what benefits we offer, click here
All offers of employment are conditional upon satisfactory completion of pre-employment checks. Click here for more information
Drugs & Alcohol test: All prospective candidates offered a conditional role 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 Sentinel 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
Keeping people safe on the railway is at the heart of everything we do, safe behaviour is therefore a requirement of working for Network Rail. You should be able to demonstrate your personal commitment to safety and awareness in your application.
Package Description
Salary: Circa £26,000 per annum
Location: Manchester or York
Contract type: Permanent
28 days annual leave + bank holidays
Employees will be entitled to a 75% discount off leisure his includes off peak and super off-peak tickets
Network Rail Benefits – To find out about what benefits we offer, click here
Our colleagues are encouraged to work flexibly as we know traditional working patterns don’t always fit, we’ll do our best to help and invest in your career with us, whilst you have a healthy work life balance.