Join to apply for the Customer Communications Officer role at KeolisAmey Docklands
Join to apply for the Customer Communications Officer role at KeolisAmey Docklands
This range is provided by KeolisAmey Docklands. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
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Recruitment, People & Culture and Learning & Development Professional
KeolisAmey Docklands (KAD) is an award-winning Light Rail Operator, proud to operate the Docklands Light Railway (DLR), which serves a vibrant community at the heart of the East End of London. We pride ourselves, not just in our outstanding safety and performance records, but in our hunger to deliver an amazing customer experience.
We are looking for a proactive and experienced Communications Officer To deliver service information, corporate communications and public relations for KeolisAmey Docklands, focused on driving the customer experience agenda internally and externally. Utilising insights where possible to meet the audiences’ needs, leading on communications and support for customer experience activities to increase engagement and enhance customer satisfactions. Work to support a wider team and varied agenda that delivers communications to passengers, press and stakeholders.
Accountabilities & Responsibilities
* Design, manage and distribute service or other campaign materials, primarily including: closure / disruption communications, Timetable updates.
* Support the Customer Communications manager in maintaining and improving signage and customer information assets across the railway
* Partners with the Customer Insights manager to manage the media monitoring and reporting for the business with daily and weekly reports.
* Leading on communications support for customer experience projects, advising and partnering with the Customer experience team to deliver external communications in support of engagement activities.
* Supports on design, photography and filming activities for customer experience initiatives.
* Produce and distribute timely notice updates for KeolisAmey Docklands and DLRL staff, in order to ensure the right materials are available at the right time and place.
* Ideates, sources and creates branded merchandise and print as required to support customer experience projects and initiatives, maintaining positive working relationships with suppliers
Experience / Qualifications
* Educated to degree level with 2+ years’ experience in communications.
* Ability to write clear, concise copy for publicity and service information collaterals, with organisational skills to manage multiple projects and juggle priorities in a fast-paced environment.
* Confident, persuasive and professional approach to effectively communicate at all levels and respond appropriately to client and internal requests.
* Creative and able to produce engaging designs while respecting brand guidelines
* An understanding of gathering and using insights to understand passenger perceptions and their requirement for information, contributing to an excellent customer experience of the railway.
* Must be a proven team worker with experience of using a range of communication channels, and used to managing external suppliers, agencies and stakeholders, including client handling to maximise impact and effectiveness.
As part of the Transport for London family, we offer our staff a range of competitive benefits including:
* Free travel for you and a nominated partner/family member, living at the same address, across the TfL network
* A 75% discount on National Rail Season Ticket.
* Interest-free season ticket loan.
* Defined contribution pension scheme with up to 10% employer contribution.
* Employee benefits also include perks like discounts and rewards through Perkbox, and convenient access to healthcare services with Doctor Care Anywhere.
KeolisAmey Docklands recognises and actively promotes the benefits of a diverse workforce and is committed to treating all employees with dignity and respect regardless of race, gender, disability, age, sexual orientation, religion or belief. We therefore welcome applications from all sections of the community.
Seniority level
* Seniority level
Associate
Employment type
* Employment type
Full-time
Job function
* Job function
Customer Service and Public Relations
* Industries
Ground Passenger Transportation and Rail Transportation
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