Public Response Manager (Open to Return to Work)
Job Introduction
The Public Response Manager will work within the core engagement team and manage the development and delivery of a robust complaints and enquiry management process in addition to developing plans for engaging with all stakeholders, the local community and members of the public.
This key role will support and develop the management of route-wide and strategic issues, working closely with the area Community Engagement teams to identify and resolve upcoming areas of concern, minimising any adverse impact upon the project.
The role-holder will proactively protect the client’s, the company’s and the project’s reputation within the community, to ensure stakeholder concerns are understood and addressed as far as possible, helping to ensure that the project meets its obligations and behaves as a considerate neighbour at all times.
This role is part of our Return to Work programme, in collaboration with Women Returners. We welcome professionals with a career break of 2 or more years to apply. You will be placed in a team where your skills and experience will be valued and utilised for an initial 6 month placement. We will provide tailored support to help your transition back to work. This will include a dedicated coach, a specific training and support programme, a workplace buddy and the opportunity to join our network of Returners within the project. At the end of the placement there will be the opportunity to join the team on a permanent basis.
Role Responsibility
- Support the development of an integrated community engagement and public response strategy for the whole project
- Manage Customer Relationship Management (CRM) compliance in accordance with performance requirements
- Develop and deliver a robust complaints and enquiry management process across the three delivery areas, ensuring at all times that messages are consistent and appropriate
- Work with the area engagement teams to review construction impacts and minimise effects on stakeholders, delivering training and briefings to support this
- Support HS2 to promote a positive image of the project and raise public awareness of the benefits of the project
- Report on CRM metrics, identifying areas to develop and enhance delivery
- Assist with identifying potentially sensitive situations and with reporting them appropriately within the project and client’s teams, contributing the development and implementation of effective emergency plans
- Support the projects compliance with the Undertakings and Assurances, assisting on delivering compliance for all community related commitments
- Assist with the delivery of the project’s Community Investment and Legacy programme, working with colleagues to realise investment in legacy projects
- Proactively engage in wider HS2 activities, attending contractor forums, supporting collaborative opportunities and sharing best practice and lessons learned
The Ideal Candidate
Essential:
- Experience of the construction industry
- Experience in Customer Relationship Management (CRM) systems
- Relationship management experience in a community engagement role
- Excellent interpersonal skills
- Line management experience
- Credible communicator / presenter with large groups of people
- Proven ability in effectively dealing with challenging situations and conflict resolution
- Proven ability to work under pressure and to tight deadlines
- Proven ability to work both independently and as part of a multi-functional team
- Familiarity with Freedom of Information and Data Protection requirements
Desirable:
- Media experience / training
- Microsoft Dynamics experience
About the Company
The role will work on the HS2 project. HS2 is the UK’s new high speed rail network. It will be a catalyst for economic growth across Britain, freeing up space on the existing railways and connecting 8 out of the UK’s 10 biggest cities with fast, reliable and frequent high speed services
The Skanska | Costain | STRABAG (SCS JV) is delivering the HS2 Main Civils Contracts which include both Lots S1 (Euston Tunnels & Approaches) and S2 (Northolt Tunnels). Scope of works includes twin-bored tunnels (TBM), SCL tunnels, shaft sinking, bridge demolition and reconstruction, services diversions, earthworks and the construction of site compounds.
You’ll be a welcomed member of the wider team, with opportunities to take on additional responsibility, join one of our networks for women, military or LGBT+ staff, and participate in cultural and social events with the local community (e.g. as a STEM ambassador).
Your personal and professional development is important to us. We welcome a discussion about how we can support you with further study, or professional membership or attainment for example.
HS2 – working with Skanska, Costain and STRABAG, closely monitors job applications, to ensure an inclusive recruitment process. To ensure we are able to maintain this, and to recruit a diverse workforce, we require candidates to complete the diversity form as part of their application so we are able to monitor and improve our approach to diversity. Please note, all responses are anonymous and we will not share any of your data with other parties. All data will be held securely, (as stated within the Data Protection Act 1998) and will be reported to HS2.
It is an SCSJV requirement that all employees, Design House, and Supply Chains must implement and comply with the requirements of ISO 9001:2015 Quality Management System, ISO 14001:2015 Environmental Management System with guidance for use”, OHSAS 18001:2017 Occupational Health and Safety Management Systems and ISO/IEC 27001:2013 Information Security Management System, Policies, Plans, Procedures and Processes, and statutory requirements as they affect the Joint Venture ‘s operations and ensure that the requirements, as applicable within their discipline, are effectively implemented on the project. Develop a culture of safety on the project through the absolute commitment to the Zero Accidents target and ethos, and develops a wider awareness of quality, environmental issues and demonstrates commitment to achieve continual improvement and Zero tolerance.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
SCS Railways