Are you looking to progress your career by working on Britain’s biggest construction project?
Balfour Beatty VINCI is working with a range of organisations to design and build 90km West Midlands stretch of HS2 - Britain’s new high speed railway. Our work is essential to enable HS2 trains to travel between London and Birmingham as well as continue their journey up to Manchester. It’s an incredibly exciting time to join us - we’re at peak construction with work really ramping up on a broad range of assets including bridges, tunnels and viaducts. Plus you’d join 9,000 people across 72 nationalities working on this exciting section of HS2 across the region.
We currently have an exciting opportunity to join our team as a Public Response Coordinator within the Stakeholder Management Function. This role will be based on site in Birmingham.

EXPERIENCED REQUIRED

• Good communication, written and interpersonal skills
• Ability to produce and communicate information with an ability to convey difficult messages to highly sensitive audiences.
• Experience of working within a customer service and/or complaints environment.
• Strong organisational and analytical skills. Detail orientated.
• Able to work to own initiative and comfortable with tight timescales
• Positive and proactive approach
• Ability to build relationships whilst influencing key internal and external stakeholders and make them feel heard.
• Ability to compile clear and concise reports.

ROLE RESPONSIBILITIES

• Taking ownership for complaints and enquiry cases in your allocated region, undertaking investigations, liaising with required team members and supporting with or formulating appropriate responses.
• Ensure the quality of all responses to the public meet acceptable standards and all responses are within required timescales
• Working with the Public Response Manager to: o Help deliver awareness and training to wider teams. o Support the development of standard responses and consistent lines to take o Support the development, delivery and implementation of a consistent and robust process of logging, investigating, responding, recording, and reporting enquiries and complaints in line with both the organisation’s requirements and industry standards. o Support the development of measures and metrics both qualitative and quantitative by which public response will be measured.
• Supporting the team with the delivery of engagement activities and attending events as required.
• Develop and maintain mutually beneficial relationships with the team, wider teams and other stakeholders.
• Enhance and protect the reputation of the HS2 project, the Balfour Beatty Vinci joint venture and the Balfour Beatty and Vinci parent companies at all times.
• At all-time ensure you are working within HS2 agreed protocols, procedures, and brand guidance. Ensuring all communications are on brand accurate and signed off by the appropriate stakeholders