Customer and Communications Manager

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About the role
Here at Balfour Beatty, our work inspires communities and advances society. It is therefore essential that we provide excellent customer service and communication to reach all those individuals and organisations our projects touch. Working in our Highways team on the A63 Castle Street Improvement Project, you will be responsible for supporting the project team with customer service and communications activity to improve customer satisfaction and ensure the impacts and benefits of our projects are communicated appropriately.
What you'll be doing
Key aspects/responsibilities of the role will include:

• Supporting the Project Director and Highways Customer Lead in embedding a customer-focussed approach and culture across the project team, improving customer satisfaction in line with National Highways targets
• Provide a critical link between delivery teams and internal/external customers and stakeholders
• Enhance and protect the reputation of our projects through production of effective, engaging internal and external communications across multiple channels
• Lead on internal communications and engagement within the project team to help embed a one team approach
• Support the planning and delivery of public information/exhibition events and community liaison working groups to ensure appropriate engagement with our key stakeholders.
• Act as the interface between the project team and affected landowners and stakeholders to protect the reputation of the project and Balfour Beatty more broadly
• Work with National Highways Customer Contact Centre, ensure customer enquiries and correspondence is responded to in a prompt and professional manner using National Highways CRM system (MP Connect)
• Work with the Social Value Team to help deliver social value through effective communication and engagement of the project team
• Lead on award entry submissions and identify opportunities to showcase the project internally and externally
• Ensure good news stories, and key project updates are publicised through social media and other channels

Who we're looking for
Desirable skills/experience:

• A self-starter able to quickly build relationships internally and externally through effective written and verbal communication
• Be able to quickly source and interpret technical information from a variety of sources and translate into customer-friendly written communications
• Be able to demonstrate creativity through the use of multi-media communications to reach all audiences
• Confident in engaging with external customers and stakeholders at face to face events/working groups
• Competent in the use of MS Office applications plus experience of using graphics and or video editing software desirable
• Driving license preferable

Why work for us

Day in, day out, our teams deliver amazing projects in challenging conditions; developing, managing and maintaining the vital infrastructure and public spaces that modern economies, societies and communities rely on.
About us
Balfour Beatty Highways delivers major schemes including smart motorway upgrade programmes, complex national infrastructure projects and regional investment programme works for National Highways. We have a strong orderbook and a positive pipeline of opportunities, we put our customer, the road user, at the heart of everything we do. We work safely, delivering net carbon reductions and social value to the communities within which we work. At Balfour Beatty we are committed to creating a diverse workforce and an inclusive culture where everyone can be themselves and reach their full potential, not only because this is the right thing to do, but because it makes us a better business. To ensure we deliver on this commitment, we have a UK Diversity and Inclusion Action Plan which sets out the wide range of targeted, proactive, measurable steps we are taking to make this a reality. You can read our UK Diversity and Inclusion Action Plan in full at www.balfourbeatty.com/value_everyone To help and support us with our desired commitment to create an inclusive culture we are members of WISE, enei, Business Disability Forum and Women into Construction. In 2020, we signed the Audeliss and Involve Open Letter to demonstrate our commitment to taking key long term and sustainable actions on Black Inclusion. Balfour Beatty is also a Gold Award holder in the Ministry of Defence 'Employer Recognition Scheme' and actively encourage applications from Armed Forces personnel, veterans and reservists. As a Disability Confident Employer, we are committed to working with people who have disabilities and long-term health conditions to remove barriers for them in obtaining employment. We are also committed to offering applicants with a disability an interview if they meet the minimum requirements for the role. Further information on Disability Confident can be found at: https://disabilityconfident.campaign.gov.uk/

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