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SalaryWe're looking for a Customer, Community & Communications Manager to join our Transportation team based in Somerset. This is for our highly esteemed maintenance works contract supporting Somerset County Councils road network. Within this role, you can enjoy a fantastic, matched pension scheme, 24/7 virtual GP service for you and your family, a competitive annual holiday entitlement, with opportunities to buy/sell leave and even more.
Can you envision a world without transportation links by land, sea, or air? Neither can we! Your journey is our journey. Join us at Kier Transportation, where we are working brilliantly together to make a difference, supporting the movement of people, goods, and equipment.
Location: Somerset
Contract: Permanent, Agile / flexible working available
What will you be responsible for?
As a Customer, Community & Communications Manager, you'll work across the two teams, splitting your time 50:50 between both functions. You'll be responsible for creating and delivering our internal and external communications plans, working closely with our colleagues to increase employee engagement and our client communications teams. You'll also be responsible for providing customer excellence and first-class stakeholder engagement across the contract, ensuring customers are at the heart of everything we do.
Your day to day will include:
- Leading on proactive and reactive communications for the region, creating and delivering the internal and external communications plan, creating and delivering external communications and marketing activity to support bids and award entries
- Improving employee engagement in the region and facilitating two-way communications
- Providing customer excellence and first-class stakeholder engagement across Somerset Council, conducting engagement activities to communicate Kier Transportations intentions, collaboratively and effectively lead the customer strategy across multiple channels, managing the end-to-end customer experience
- Demonstrating customer experience improvement by identifying trends in customer performance data and metrics, to aid decision-making and translating customer feedback into service requirements, continuous improvement, and cultural change, managing a best-in-class customer service function, ensuring all customer KPI's, SLAs and commitments are achieved and continuously quality assessed, taking ownership of team succession and having development plans in place to mitigate areas of future risk and service disruption
- Initiating and conducting regular client and member engagement meetings and events, working collaboratively with internal and client communications teams, being a close liaison with local parishes for the highways Stewards functions working to ensure a positive customer experience
What are we looking for?
This role of Customer, Community & Communications Manager is great for you if:
- You have previous experience managing teams within a similar role, being results orientated and process driven with the know how to identify gaps in processes
- Can demonstrate proven communication skills with clients and staff members with the ability to influence change and communicate in an empathetic and effective manner
- Drive and hold a full driving licence
We're all about finding potential here at Kier, and transferrable skills are always welcome! So, even if you don't tick every box, please apply and we can have a chat.
Rewards and benefits
We're proud to be able to offer our brilliant people a wide variety of benefits that you can tailor to your needs. You can see more information of benefits here.
Diversity and inclusion
Making Kier a diverse and inclusive place to work is a huge priority for us. We're proud of the steps we've taken so far, but we know we must always do more. Our employees are key in shaping Kier's diversity and inclusion initiatives and our people have made a huge impact on how we work, by using their experiences to shape our policies. You can see our D&I action plan here.
We look forward to seeing your application to join the #constructionrevolution #joinkier
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