To implement the delivery of Network Rail’s community engagement strategy. Identifying opportunities for improvements in customer service, performance, productivity and effectiveness within the business that is consistent and compliant with Network Rail’s overall corporate communications strategy. Lead and manage the production, development and implementation of functional processes, procedures operation and reputational risk of the community strategy.
The main duties and responsibilities of the Community Engagement Manager will be to:
Implement the delivery of the external community engagement strategy. Develop community and customer service initiatives to improve community engagement and the reputation of Network Rail in the community.
Identify and lead community initiatives and programmes to improve Network Rail’s engagement with lineside neighbours and local communities, encompassing all elements of community experience of Network Rail, including behaviour of workers, contractors and communications from the Company.
Develop and lead campaigns that improve our performance and reputation in the community that show we are a caring neighbour.
Provide Senior Executives with specialist advice and guidance concerning business critical reputational risk issues to minimise reputational impact.
Manage the escalation and resolution of senior stakeholder correspondence delivering improved service standards and response times.
Implement new policy and processes for community engagement to improve the customer service experience and performance measures.
Develop and communicate new/amended processes to the team and instigate training if required.
Manage the processes, quality standards, operational systems and reputational risk for the department
Previous experience in the railway industry
Proven substantial experience in leading community and customer service engagement programmes
Excellent proven influencing skills at a senior level within large organisations
High standards of written and spoken communication
Ability to maintain and develop a wide network of stakeholder contacts
Resilient and calm under pressure
Time management/prioritisation/organisation skills
It would be great if you also had:
Proven ability to grasp, understand and promote complex and sensitive issues in a persuasive and sensible way
Project management experience
Strong training skills at all levels
Institute of Customer Service accreditation
Please contact Matt Roberts – firstname.lastname@example.org – 01275 390 600