Location Swindon, GB Department Name Wales & Western Region About Network Rail At Network Rail, we’re part of a large family serving millions of passengers and freight users throughout the UK every day. Our service impacts millions of people and we strive to become more efficient as we enhance, maintain, and operate our network. Our passengers and freight users are at the heart of everything we do. We help connect people to their friends and families and get goods to their destination safely and efficiently. We’re an organisation where people matter. When you're part of our team, you matter to us, and you matter to millions. Watch our video to find out more The Wales & Western region includes more than 2,700 miles of railway and we serve communities and businesses of Wales, the Thames Valley, West of England, and the Southwest Peninsula. Our ambition to be responsive to passengers and freight users drives us every day and we're empowered to do the right thing for those who use the rail network. We actively challenge unsafe practices and take responsibility for addressing risks, resolving issues, and protecting safety and wellbeing. About our people and the recruitment process - We’re an inclusive employer of choice and we welcome applications from everyone As a Network Rail employee, you will enjoy a wide range of benefits Privileged staff travel - Leisure travel discount of 75% on all leisure travel and includes family members. A subsidy of up to 75% on rail and underground season tickets if you travel to work on the train. GWR ticket alliance – Heavily discounted all day passes for you and up to 3 friends and family to use across the GWR network. Benefits package including healthcare offers, a cycle to work scheme, discounted healthcare club membership, and a discounted offers and benefits including childcare, healthcare and online shopping site. A range of Pension schemes to choose from Effectively manage work-life balance with a 35hrs per week contract, hybrid working, flexible working, flexible leave, and enhanced family friendly support. 5 days paid volunteering leave. 2 weeks paid reserve leave for the Armed Forces community. In Wales and Western region, you will have the opportunity to join PROUD, our reward and recognition scheme where you can say thanks and recognise colleagues across the region who have demonstrated outstanding values and behaviours. To find out more about the benefits at Network Rail, click here. We want to help deliver a railway which is safe, reliable, affordable and that provides great customer service to everyone. For more information about Network Rail click here Brief Description To deliver the contact and communities strategy that is consistent and compliant with Network Rail’s overall corporate communications strategy; coordinating resources for its route based delivery, delivering excellent customer service and prompt problem resolution. To actively represent the public throughout the organisation through continuous improvement by highlighting and addressing any events or trends. About The Role (External) Your Main Responsibilities will be to: Responsible for the operational management of high volume incoming enquiries and complaints, including constituent issues raised by MPs Devise and develop strategies and activities, on a local basis, which support the delivery of the community relations objectives Within the context of a national, single-process approach, determine and implement the most effective methods, within both the community relations team and the route teams, for handling incoming complaints and enquiries Act as custodian of the public enquiries database. Conduct the relevant analysis of data accrued within the team and act on the analysis to improve delivery Manage relationships with internal and external stakeholders, including representing Network Rail at public meetings/forums Provide period end information on complaints statistics and report on trends and volumes to relevant heads of departments and route managing directors Investigate and reply to all complaints enquiries, working with team members as necessary to maintain consistency of approach Implement the major incident communications plan as required You will ideally have Essential A proven track record in customer relationship management Experience of managing a team Proven ability to influence internal and external stakeholders Highly developed problem solving skills Ability to analyse data and make recommendations What Could Set You Apart Desirable Educated to degree level Not sure if you meet all the requirements? Let us decide. How To Apply (External) Salary: This role is a Band 4B Role – £35,582- £40,029 per annum. Closing date: 11 th December 2024. Late applications will not be accepted. Please get your application in as soon as possible, we may close the advert before the listed closing date if we receive enough applications.Late applications will not be accepted. Click ‘ apply now’ to apply. We are an equal opportunity employer and value diversity. We do not discriminate based on race, religion, national origin, gender, sexual orientation, age, marital status, or disability status. Click here for more information. Diversity and inclusion are more than just buzz words for us. We’re constantly striving to make sure we provide a welcoming and safe environment for everyone.We recognise that certain groups are under-represented within our team and we’re working closely with our regional diversity and inclusion networks to make sure we support these groups as best as we can. We are working in conjunction with the Cultural Fusion team. If you would like support with your application or interview please contact Wales&WesternCulturalFusionnetworkrail.co.uk or visit the connect page: Wales and Western Cultural Fusion (sharepoint.com). For all other support please contact your HR Business Partner. Network Rail is a Disability Confident Leader and we’ll try our best to adapt the process and offer a reasonable alternative to help support people with disabilities access, apply and interview for roles. You can visit Evenbreak’s Career Hive for advice on accessibility support if you’re unsure of the options available. Should you require any reasonable adjustments/modifications, please add a note to your application. All offers of employment are conditional upon satisfactory completion of pre-employment checks. Click here for more information Our Drugs and Alcohol Standard has changed. All prospective candidates will be required to undergo and pass a drugs and alcohol test. Your application will be rescinded if you record a positive test. All positive drugs and alcohol test results for prospective candidates will be securely held on Sentinel database and a 5-year suspension from applying for a safety critical role, a role which requires PTS certification or a Key Safety role on Network Rail Managed Infrastructure will be enforced. Keeping people safe on the railway is at the heart of everything we do. Safe behaviour is therefore a requirement of working for Network Rail.You should demonstrate your personal dedication to safety on your application.