Customer & Communications Co-ordinator

Job Description

Your new roleAs a Customer Service & Communications Coordinator you will work alongside an excellent team to engage and communicate with the wider business on a range of different change projects across the country, in support of our Workplace & Location Strategy. Agreat opportunity for someone who has a passion for excellent engagement and communication and who wants to drive positive change across a large and diverse organisationWhat youll be leading onWork collaboratively with the Stakeholder, Customer & Communications Manager as well as function Heads, internal and external stakeholders to ensure business as usual and change goals are integrated into delivery plans. Work closely with the Service Delivery Manager to ensure our strategic objectives tie back and align with other workstreams. Develop and lead the delivery of a change programme that supports the overall vision, strategy and performance outcomes for working collaboratively with teams to create an efficient, effective, and integrated service delivery team. Work collaboratively with wider National Highways stakeholders to ensure the change programme is aligned with and complements the wider National Highways change programme, to maximise overall organisational effectiveness and resolve conflicting goals, prioritiesand timescalesWork on areas of improving Equality, Diversity & Inclusion in the division and directorate Leverage lessons learned from pilots to improve rollout and delivery in subsequent areas. Ensure the estates change programme drives the development of a proactive customer service culture that maximises performance, focuses on the achievement of outcomes, encourages innovation, and collaboration. Develop and deliver an effective internal communications programme to provide clarity on the changes being implemented in the Estates and Location Strategy Formulate communication plans for the estate strategy roll outs in regions and organise road show events to take people through the estates transitions over the course of the next 10 years. Work on delivering better engagement with team members Create a qualitative performance metric for assessing peoples subjective thoughts about our estateTo be successfulStrong communication skills, with a proven track record in successful delivery of large, time-sensitive and complex customer service programmes Strong understanding of service innovation and business improvement techniques and their application. Strong understanding of communication development and Implementation of customer service strategies Excellent record of collaboration and effective stakeholder management Proven ability to lead, develop and motivate in a changing environment Ability to convey complex information to a variety of stakeholders Ability to examine and interpret complex information and obtain further information to make accurate decisions Flexible approach to work as tasks may varyOccasional travel to other offices will be required.A bit about usOur directorate is diverse. Predominantly, we are responsible for managing the companys £4 billion a year finances. We also provide assurance on the companys governance, assurance and risk management practices. In addition, we manage the companys largeand dispersed estate, process damage claims and are responsible for the operation of the Dartford Crossing (Dart Charge) facility. We liken ourselves as the oil in the organisational machinery. We make the business work more smoothly and we help everyone todo their jobs better. Our vision is to work through partnership and collaboration to secure great resource outcomes for the company and amplify what we achieve with it.Please wait until the interview stage before asking us about flexibility, and we will explore what is possible.Our benefits packageOur total reward package includes basic salary, the potential for a performance related bonusContributory pension scheme with employer contribution of up to 10%Annual Leave starting at 26 days (plus Bank Holidays) rising by 1 day each year up to 31 days (plus Bank Holidays)Flexible hours and blended working between base location/homeLife assurance of 4 times annual salaryHealth and wellbeing support, including an Employee Assistance Programme, available 24/7 365 days and network of mental health first aiders. Plus access to a wellbeing app to enhance your self-care 24/7, Occupational health service and flu vaccinesA cycle to work scheme for the purchase of a bicycle and equipment for healthy, low carbon travelSignificant investment in your career development, through learning and development, talent management, coaching, mentoring and on job experienceAnd we areFamily friendly with enhanced maternity leave and pay, paternity leave (15 days), shared parental leave, adoption leave. Plus access to financial support for holiday play schemes and paid special leave (up to 5 days pa), eg for caring responsibilitiesMoney friendly with access to a discounts platform including over 3000 discounts for supermarkets, eating out, leisure, holidays. Alongside a financial wellbeing programmeCommunity friendly - offering paid leave to volunteer, 3 days basic/year plus an extra 3 days to support the national Covid effortIf you are successful, it is key to know all offers of employment are subject to satisfactory completion of our pre-employment checks which include:Right to work check3 year employment history referencesDBS criminal record checkSocial media and adverse journalism checkDriving licence check (if applicable)Fit to work questionnaire (for all), followed by a medical check (if applicable)And finally We reserve the right to close before the advertisement expires