Job Title
Community Relations Executive – Salary circa £28,000 per annum.
Location
York or Manchester, United Kingdom.
Contract and Working Arrangements
Full time, permanent. Hybrid – three days per week in the office.
About the Role
As part of a team delivering first‑class customer service, you will use a range of communication methods to resolve enquiries and complaints at the first point of contact. You will liaise with local communities and businesses during disruptive works, monitoring and managing all related activities and relationships.
Key Responsibilities
* Take responsibility for own caseload in a high‑volume environment, assessing and resolving enquiries, requests and complaints via letter, email and telephone.
* Work as one team, covering colleagues when on leave, to achieve personal and team targets.
* Develop strong relationships with operational route colleagues to provide customers with a prompt, excellent quality service.
* Use sound judgement and take decisions within established procedures, using the Customer Relationship Management system to log, process and follow up enquiries, adhering to agreed KPIs, SLA and quality standards.
* Maintain accurate records of all communications, services requested and complaints made.
* Represent the customer throughout the organisation, encouraging continuous improvement, feedback, and making recommendations for service improvements.
* Investigate and escalat e recurring or contentious issues with Public Affairs, Media and Route Communications Managers to achieve a joined‑up response.
* Represent Network Rail at community events and public meetings, advising colleagues on how to engage, warn and inform people of planned works.
* Participate in the induction and training of new community relations executives.
* Undertake any other duties as appropriate within the grading of the post.
Qualifications and Experience
* Experience in customer service or complaints management.
* Experience with customer management systems.
* Ability to prioritise tasks.
* Impeccable telephone manner and strong writing skills.
* Excellent time‑management skills.
* Experience of planning and delivering proactive customer engagement.
Desirable
* Experience in a call centre or helpline environment.
* Knowledge or experience in the rail industry.
Benefits
28 days annual leave plus bank holidays. 75% discount off leisure travel tickets (including off‑peak) and season tickets.
Workplace Safety
You should be able to demonstrate a personal commitment to safety and awareness.
Equality and Diversity
Network Rail is an inclusive employer of choice and a Disability‑Confident Leader. We welcome applications from all candidates and provide reasonable adjustments as needed.
Application Process
The role may require face‑to‑face drug and alcohol testing. All offers of employment are conditional upon satisfactory completion of pre‑employment checks.
Closing Date
7 May 2026 – late applications will not be accepted. The advert may be closed earlier at the discretion of Network Rail.
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