About the role:
We are seeking a Stakeholder and Public Liaison Officer to serve as the primary point of contact for members of the public and key stakeholders affected by ongoing construction activities, providing a high standard of customer service and ensuring all communications are managed clearly and efficiently. The postholder will work collaboratively with the Corporate Communications Team and the Site Team to maintain consistent and coordinated messaging, and will oversee the operation of any on site visitor centre (if applicable) during designated opening hours when required.
Location:
Leeds
What we will expect from you:
* Manage the dedicated project email account and respond to enquiries, compliments and complaints in a timely manner. Recording each contact on the designated project log
* Ensure claims are dealt with efficiently through the Group insurance protocols and within agreed timescales
* Ensure complaints or incidents are recorded accurately; provide feedback to appropriate team members to reduce the likelihood of its reoccurrence
* Arrange visits to any members of the public or businesses that may be directly impacted by the ongoing construction project
* Act as a first point of contact within the project visitor centre/site office during scheduled opening hours
* Organise and facilitate Visitor Centre events as required (e.g. schools, universities and construction bodies)
* Prepare and weekly / monthly reports as required by the site team, client and Corporate Communications
* Attend monthly progress meetings to provide updates on stakeholder communications and outline any issues
* Liaise with the site team and Corporate Communications regarding project website update requirements
* Provide guidance (or training where possible) to site team on effectively dealing with public and stakeholders and the effective handling of conflict
* Assist with the organisation of PR or social value events on site (where applicable)
* To support the Corporate Communications team with general communications activities
* Maintain a high standard of health and safety, safeguarding and GDPR compliance in all activities
* To partake in personal development through appraisals and to participate in any identified training or development opportunities
* Uphold Esh Group's core values of; care, trust, integrity, respect and collaboration
It is not possible for this document to totally encompass or define all tasks that may be required of the post holder. The outlined duties may therefore vary from time to time without materially changing either the character or level of responsibility.
Qualifications:
* A full UK driving licence (essential)
* At least 2 year's occupational experience in a customer service / administrative environment (essential)
* Good IT skills
* Good understanding of Microsoft Office based packages
* Experience of updating a customer service website (desirable)
* Experience / understanding of social media platforms (desirable)
* Previous experience within a communications, PR or marketing environment (desirable)
* Qualification in relevant subject area (desirable)
* General understanding of the construction sector (desirable)
Attributes & Skills:
* Has a 'can do' attitude
* Willingness to travel across the Region as required
* High level of attention to detail
* Strong written and oral communication skills
* Punctual and reliable with good time management
* Polite and approachable at all times
* Excellent planning and organisational skills
* Ability to be reactive and proactive and work using own initiative
* Ability to deal with conflict