Customer And Communications Co-Ordinator

Colas Ltd are a UK subsidiary of the global Colas Group, which operates in over 50 countries worldwide and employs over 55,000 people including over 1500 in the UK across multiple sites. We are specialists in highways construction and have been involved in large scale UK and international construction projects within the highways, airfields and marine sectors as well as offering highways maintenance services and manufacturing our own innovative surfacing products. We hold a ‘Gold Investor in People’ award for continuously developing and rewarding our employees, offering excellent career potential.
https://youtu.be/mIM-zMw0ILA
Purpose of the role
Our core values of Caring, Daring and Sharing at Colas Ltd. underpin the accurate measurement of our customer relationships. We are recruiting for a new role, a Customer and Communications Co-ordinator, which has arisen as a result of successful contract win in Highways maintenance in Cheshire West and Chester. The contract is 7 years from 1st April 2023 with a possible extension of 8 years thereafter. This position will be key to the successful delivery of this Term Maintenance Contract.
As a Customer and Communications Co-ordinator you will report to the Planning and Programming Manager, you will work day-to-day with the dedicated and passionate team on the contract and build relationships with the Council, Stakeholders and Customers to promote the service. You will be integral to planning, delivering, measuring the contract relationships and performance. You will lead in communicating our works activities with Cheshire West and Chester Council and all stakeholders, including: staff, students, homeowners, local businesses, road users, and the wider public. You will be the first point of contact for any stakeholder concerns or issues and will meet with the Cheshire West and Chester Council. The team you will be working with is located in Guilden Sutton Depot, Chester and may involve travel across the borough.
Main Responsibilities
Your role as a Customer and Communications Co-ordinator will involve delivering exceptional levels of service to customers, being able to identify and promote best practice across the business unit and share lessons learnt. You will be required to gather, interpret and report on customer insights and data. As a Customer and Communications Co-ordinator you will liaise and build relations with Parish & District Councils to ensure links in the community and be able to respond to enquiries and complaints on a daily basis. You will keep a detailed Compliments/Complaints Log, ensuring all feedback is recorded, analysed and followed-up systematically. You will enforce, develop and maintain local communications strategy and stakeholder engagement plan. You will be heavily involved in organising and attending stakeholder outreach activities, such as Q&A sessions, drop-ins and community visits etc. You will be required to keep up-to-date with the Forward and Annual programmes to be able to communicate updates on road closures and diversions to Cheshire West and Chester Council and all stakeholders, including via X and QR codes. You will produce monthly contract Newsletters working with the Colas Corporate Communications and Branding Team and manage the client satisfaction survey. You will be required to visit sites and depot with customers to promote the service. It is important in this role that you ensure customer experience excellence across our quality, safety and best practice solutions.
Ideal candidate
The ideal candidate will have a Communications and/or Marketing qualification, however we are open to someone who has relevant experience in a similar position. Having experience within Highways is advantageous, not essential.
As a Customer and Communications Co-ordinator you will have excellent communication skills both written and verbal. This role will involve being a good team player who is able to build strong relationships. You must be capable of empathising with people and being a good listener which is essential. You will be good with computers and have a natural ability to learn new skills. A valid UK driving licence is required for this role.
Package Description
Here at Colas, we offer a great total compensation package, including:
A salary between £23,000 and £25,000 (dependent on experience)
Our Colas Pension Scheme has combined contributions of up to 10%
Life Assurance Scheme which is x4 basic salary
25 days annual leave per year + Public Holidays
Holiday Purchase & Selling Scheme
Hybrid Working Scheme
Opportunities to study towards a fully funded Professional Qualification
Ongoing personal / professional development
Discounts on car leasing, holidays, cinema tickets, restaurants and much more through our online employee benefits portal
Colas is fully committed to promoting equality and diversity and maintaining a culture of fairness, transparency and respect for all employees, clients, communities, suppliers, contractors and other stakeholders. Colas aims to be inclusive, meet diverse needs and promote awareness and ownership in the workplace and the communities in which we serve.
Colas values the strength and differences that a diverse workforce brings to the organisation and believes that by harnessing these differences, we will foster a productive environment where equity and mutual respect are intrinsic, where talents are being fully utilised and organisational goals are met.