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- Permanent
Posted 3 days ago, 17 Jul
Job ref: 3e3033158e364ba1b85d24d3f74fc0b1
Full Job Description
- 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
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. Please note candidates will need to have a current valid right to work in the UK to be considered for this role.
- Flexible working available for some roles
- Free parking
- Travel allowance for eligible candidates
- Family friendly leave policies
- Excellent pension contributions
- Healthcare
- Health risk assessments
- Access to employee assistance programmes
- Access to annual flu vaccinations About Balfour Beatty VINCI Balfour Beatty VINCI is a long-established joint venture between two powerhouses for the delivery of critical infrastructure across rail, transport and other iconic projects in the UK and beyond. We started working together over 30 years ago to deliver the Channel Tunnel, as members of the TransManche Link consortium. In the Midlands, it is Balfour Beatty VINCI's role to design and build the route, ready for tracks and signalling to be installed. Our work with HS2 Balfour Beatty VINCI have been awarded a 90km section of the HS2 project from Long Itchington in Warwickshire to the centre of Birmingham and then on to Handsacre in Staffordshire. Overall, we will be building the following across all our sites:
- 9.3km of viaducts
- 62 overbridges
- 35 cuttings
- 56 culverts
- 62 embankments
- 2 twin bore tunnels and 2 cut and cover tunnels
- 28 underbridges and 11 underpasses Diversity and Inclusion Balfour Beatty VINCI (BBV) is delivering equal opportunities for everyone that is part of the team and for people that are yet to join us. We are an inclusive employer and welcome people from all backgrounds to come and join our team, including people with different physical abilities and neuro diversities. We are working to represent the communities Balfour Beatty VINCI works in through our workforce. We have embedded Equality, Diversity and Inclusivity (ED&I) Champions across our sites and are guided by strong accreditations that ensure we demonstrate our ability to support our people effectively. We care about being inclusive and that means we encourage applications from people with diverse set of backgrounds and experiences. BBV is a Disability Confident Leader and we welcome applications from candidates with a disability. Flexible working We recognise and respect that people work in different ways and we are open to discussing what flexibility you may need during the recruitment process, balanced against our project requirements.
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.
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