Job Description

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Location

Basingstoke, GB#

Department Name

CN Southern Communications (113780) G1#

About Network Rail

Join Network Rail - Where People and Connections Matter



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

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Brief Description

We are currently seeking a talented Community Relations Executive to work as part of a team delivering first class, professional customer service.


You will have excellent written communication skills as well as a calming and empathetic phone manner, to ensure that where possible customer enquiries and complaints are resolved within the service level agreement.


You will work closely with the local community and businesses during disruptive works and support colleagues delivering works with necessary events to promote engagement and build relations with local communities.

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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:

EssentialExperience 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

: Band 5

Type

: 6 month secondment

Location

: Basingstoke

Closing date

: 22 October 2025. - Late applications will not be accepted. .

Remote working opportunity!

This role requires working in the office 3 days a week

This is a

secondment opportunity

ending on May 2025. This role has the potential to become permanent.

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