Role: Customer Communications Lead Contract Type: Permanent Location: London Marylebone OR any other office on the Chiltern network / Hybrid Working – you should be comfortable working in a Chiltern location 3 days a week. Salary: Up to £40,000 per annum Job Purpose To own the customer communications strategy for Chiltern Railways including advising on the best channels to use for different audiences and messages. These are the non-marketing customer communications such as disruption comms, passenger safety messages and the introduction of new services or facilities. Work with a wide range of internal stakeholders to understand the communication requirements and ensure information is accurate and explained clearly to customers. Work closely with the Brand & Marketing team to ensure communications are on brand and use the correct tone of voice. During disruption, lead customer communications messaging via the website and app as well as other channels such as posters, PA announcements, social media and digital screens. Lead on the schedules for poster displays at stations taking advice from stakeholders and station teams on their priorities and the appropriate mix. Produce station poster collateral and distribute to the relevant stations. Key Accountabilities The post holder’s key accountabilities are: * Own the customer communications strategy for Chiltern Railways including advising on the best channels to use for different audiences and messages * Support customer communication requirements for customer-impacting change projects * Design solutions for operational communication requirements such as passenger safety messages or preventing fare evasion * Manage the customer comms channels at stations and on trains – such as posters, digital information screens and announcements * Create the twice-yearly Customer Report to share Chiltern performance results and showcase key initiatives * Managing a “Meet the Manager” programme to engage customers directly * Work with the Brand & Marketing team on station signage * Manage the Customer Communications budget * Manage relationships with third party suppliers for design and printing * Own the messaging for planned and unplanned disruption * Be part of the “Comms on Call” team to manage out of hours communications for major disruption Person Specification Experience, knowledge and qualifications required: * Experience in designing and delivering multi-channel customer communication plans to meet customer and business needs * High standards of written and spoken communication * Strong stakeholder management & influencing skills including credibility to work effectively with senior managers * Strong relationship building and networking skills, including the ability to communicate confidently and authoritatively to a wide-ranging audience within the business and outside * Demonstrated ability to prioritise work within tight deadlines * Demonstrated capacity to deal with ambiguity and address complex problems within a changing work environment * Experience of supplier management * Ability to manage budgets and forecasting process * Some experience of design tools would also be useful e.g. InDesign and/or Photoshop