Network Rail Careers – Community Relations Manager

Website Network Rail

About the job


London, GB

Department Name

OC Communications Manager – Anglia (117100) G1

About Network Rail

We’re proud to be recognised by Glassdoor as one of the Top 50 Best Places to Work in 2021.

Network Rail operates and maintains the railway infrastructure 24/7 365 days a year. We do work that matters to millions. And we do it in millions of different ways!

We’re passionate about great service and commit to our service equation vision by “putting passengers first”. Performance, safety and getting the fundamental basics right, is something we strive for as well as asking ourselves – what can we do to put our passengers and freight users at the centre of everything we do?

Please note, this is a secondment opportunity starting in mid-December!

Brief Description

What to expect:

To deliver the contact and communities strategy that is consistent and follows Network Rail’s overall corporate communications strategy; coordinating assets for its route based delivery, delivering excellent customer service and timely problem resolution.

To actively represent the public throughout the organisation through continuous improvement by highlighting and addressing any events or trends.

About The Role (External)

You’ll be responsible for:

  • Responsible for the operational management of high volume incoming enquiries and complaints
  • Devise and develop strategies and activities, on a local basis, which support the delivery of the community relations objectives
  • 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
  • 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
  • Manage relationships with internal and external partners, including representing Network Rail at public meetings/forums
  • Provide period end information on complaints statistics and report on trends and volumes to relevant heads of departments and route managing directors
  • Investigate and reply to all complaints enquiries, working with team members as necessary to maintain consistency of approach
  • Implement the major incident communications plan as the need arises

Every day, you’ll be involved in activities such as:

  • Working with your team of Executives to develop and implement a strategy to communicate effectively with our neighbours.
  • Maintaining relationships with colleagues across the business to provide customers with prompt, excellent quality service.
  • Managing incoming enquiries and ensuring they’re responded to with a consistent, sensitive approach.
  • Working with the Senior Public Affairs Manager to identify and resolve sensitive or recurring complaints before they’re escalated to political stakeholders.
  • Actively representing our customers and neighbours throughout the business, striving for continuous improvement in the way we communicate with them.
  • Representing 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.

You must have:

  • A proven track record in customer relationship management
  • Experience of managing a team
  • Confirmed ability to influence internal and external partners
  • Highly developed problem solving skills
  • Ability to analyse data and make recommendations
  • The experience and personal credibility to work effectively with senior managers
  • Strong influencing skills
  • Proven ability to grasp, understand and resolve complex and sensitive issues in a sensible way

It would be great if you have:

  • Educated to degree level

How To Apply (External)

For us, ‘Diversity’ means recognising differences between people while valuing the contribution they make. ‘Inclusion’ means creating safe and welcoming workplaces with fair cultures that encourages innovative and fresh ways of thinking. We will do our best to offer a diverse interview panel wherever possible.

We value the commitments you may have outside of work and will consider flexible working applications. If we can make it work – we will! .

We are a Disability Confident Leader and want to make the most of the skills and talents disabled people bring to the workplace – skills and talents we need in our business

Safe behaviour is a requirement of working for Network Rail. Applicants should be able to demonstrate their awareness of our

Network Rail adheres to a structured pay framework, any salary offered will be within the pay range: Band 4B; £34,040 – £38,305. On top of your wages, you will receive a London allowance of £3,270. Want to find out about what fantastic benefits we offer? Closing date: 20th October 2023. Late applications will not be accepted. Network Rail retain the right to close the listing early.

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