Customer and Communities Manager - Grays

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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.

As a Customer and Communities Manager working in our Customer and Social Value Team in Highways on the Lower Thames Crossing Project, you will be responsible for leading on customer service and community engagement activity to improve customer satisfaction and ensure the impacts and benefits of our projects are communicated appropriately

What you'll be doing

As a Customer and Communities Manager you'll:

• Supporting the Project Director and Customer and Social Impact Lead in embedding a customer-focussed approach and culture across the project team, improving customer satisfaction in line with National Highways targets
• Lead day-to-day customer and community engagement activities across the Roads North of the Thames contract.
• Delivering DCO and Scope requirements of the Roads North Contract
• Manage the projects Customer Plan, Roadworks Customer Toolkit and Community Relations Plan and supports the projects EDI Plan
• Work closely with the Traffic Management Lead and the People Lead
• Develop and implement community engagement strategies to build strong relationships with local residents, businesses, and organisations.
• Provide a critical link between delivery teams and internal/external customers and communities, clearly communicating the potential impact of our works to all affected customer groups whilst protecting the reputation of the project and Balfour Beatty more broadly
• Manage and attend relevant project and supply chain meetings to ensure that all communications (including Advanced Notification Letters) and community relations activities are planned and delivered within required timescales.
• Serve as the primary point of contact for community enquiries and concerns, providing timely and effective responses.

Who we're looking for

You'll have / be:

• A self-starter able to quickly build relationships internally and externally through effective written and verbal communication
• Able to quickly source and interpret technical information from a variety of sources and translate into customer-friendly written communications
• Able to demonstrate creativity through the use of multi-media communications to reach all audiences
• Passionate about leading change in Balfour Beatty and the wider industry
• 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
• Demonstrates a passion for customer experience
• A team player with ability to influence and negotiate at a senior level
• Ability to manage, engage and develop a team
• Driving license preferable

Why work for us

Day in, day out, our teams deliver some of the UK's most ambitious, exciting and meaningful projects; developing, building and maintaining the vital infrastructure that supports national economies and strengthens communities.

Why join us?

As if contributing to and supporting work that makes life better for millions wasn't rewarding enough, we offer a full range of benefits too. You'll have the freedom to shape the package that's right for you and your life. Here are some of our key benefits:

- Smart working, giving you more flexibility such as staggered start and finish times, with up to 40% remote working, where roles allow.
- 25 days paid annual leave (pro rata)
- Family friendly policies which include 28 weeks full pay for maternity/adoption leave and four weeks full pay for paternity/partners leave
- Pension, share incentive plan, volunteering leave, recognition schemes and much more...

About us

Balfour Beatty's Highways business delivers major schemes including 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 the road user, at the heart of everything we do. We work safely, reduce carbon emissions and added social value to the communities within which we work.

Diversity and inclusion

At Balfour Beatty we believe that diversity and inclusion are essential components of any successful, happy workplace. Through our Value Everyone Diversity and Inclusion Strategy and Action Plan, we are growing our diverse workforce and developing our inclusive culture where everyone is able to thrive and reach their full potential, regardless of their identity or background. To find out how we are making this a reality, visit www.balfourbeatty.com/diversityandinclusion

To help and support us with our desired commitment to create an inclusive culture we are members of WISE, enei, Business Disability Forum and the Association for Black and Minority Ethnic Engineers (AFBE). 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. For more info, visit: https://disabilityconfident.campaign.gov.uk/

We are looking to continually improve our resourcing process and ensure that it is fair and inclusive for all. If you have any feedback on the process, please share this with us at: candidaterecruitmentqueries@balfourbeatty.com