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For Companies At a Glance
- Tasks: Monitor complaints, draft responses, and engage with stakeholders daily.
- Company: Join EKFB, a leader in railway infrastructure projects across Europe.
- Benefits: Enjoy competitive salary, flexible work options, and a supportive team culture.
- Why this job: Be part of impactful projects that improve communities and the environment.
- Qualifications: Experience in customer service, excellent communication skills, and CRM knowledge required.
- Other info: Opportunity to work on Europe's latest high-speed rail project.
The predicted salary is between 36000 - 60000 £ per year.
About The Role At EKFB we’re shaping Infrastructure for a better tomorrow. All four of our partners (Eiffage, Kier, Ferrovial and BAM) bring specialist expertise in the design, construction, operation, financing and maintenance of railway networks, including the construction of one of Europe’s latest high speed rail projects. We\’re currently looking for a Public Response Coordinator to join our RouteWide team based in Milton Keynes. In this role, you be responsible for day-to-day monitoring of the EKFB complaints and enquiries inbox, including occasionally monitoring the inbox at evening and weekends, assisting in the assessment of priority for complaints, investigating issues and enquiries and drafting responses. You will be communicating with external stakeholders via telephone and email and assisting with reporting and tracking all engagement data and correspondences within CRM and ensure that internal KPIs on response time and quality are met. Part of this role is also regular communication with HS2 Helpdesk to ensure process is followed and response time is being met. You will be working closely with Public response Manager to prepare reports and updates for the wider team as well as identifying opportunities for improvement. You will be helping with creating written and digital content for external stakeholders, such as drafting enquiry responses, lines to take, advance work notifications and newsletters. In addition you will be building relationships with external stakeholders and project delivery teams. About The Candidate Proven working experience in stakeholder engagement or customer service Proven experience with dealing with enquiries and complaints in an effective and timely manner Experience working with CRM systems or Excel datasets Excellent writing and communication skills You will be highly organised, approachable and personable Experience in construction or engineering field would be advantageous About The Company EKFB is a joint venture that brings together international, market leading expertise from four leading civil engineering and construction companies: Eiffage, Kier, Ferrovial Agroman and BAM Nuttall. All four partners have specialist expertise in the design, construction, operation, financing and maintenance of railway networks, including the construction of one of Europe’s latest high speed rail projects. EKFB is proud to have been appointed by HS2 to deliver civil engineering works across an 80km section of the new high speed rail link between the Chiltern Tunnel and Long Itchington Wood. Our scope of the works includes 15 viaducts, 5km of green tunnels, 22km of road diversions, 67 overbridges and around 30 million cubic metres of excavation. EKFB is committed to improving lives, communities and the engineering and construction industry by providing sustained employment opportunities and being a good neighbour, protecting the environment and the places we work. If you would like to be part of our collaborative, enthusiastic and forward-thinking culture, then please apply today. In return, we’re offering a competitive salary & benefits EKFB brings together international, market leading technical expertise. We have an industry leading track record of delivering major infrastructure projects, including Crossrail, the Millau Viaduct, Mersey gateway and the Bretagne-Pays de la Loire High Speed Rail link. EKFB is an inclusive employer. Please note your CV may be shared with joint venture partners on this project. Pre-employment checks: It’s worth remembering that we’ll undertake the relevant/standard employment checks if you’re successful in the selection process. This includes taking up your references, as well as checking your ID, driving licence (if appropriate) and your right to work in the UK. Some roles may also be subject to further pre-employment checks. NB. BPSS security clearance will be required (to be undertaken as part of onboarding process) #LI-AA1
Public Response Coordinator employer: EKFB
Contact Detail:
EKFB Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Public Response Coordinator
✨Tip Number 1
Familiarise yourself with the HS2 project and EKFB's role in it. Understanding the specifics of the high-speed rail project will help you engage more effectively with stakeholders and demonstrate your genuine interest in the position.
✨Tip Number 2
Brush up on your CRM skills, as this role involves tracking engagement data. Being proficient in CRM systems will not only help you manage enquiries efficiently but also show that you're ready to hit the ground running.
✨Tip Number 3
Practice your communication skills, especially in drafting responses. Since you'll be dealing with complaints and enquiries, being able to convey information clearly and professionally is crucial for success in this role.
✨Tip Number 4
Network with professionals in the construction and engineering fields. Building relationships with industry contacts can provide insights into the role and may even lead to valuable recommendations when applying.
We think you need these skills to ace Public Response Coordinator
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and requirements for the Public Response Coordinator position. Tailor your application to highlight relevant experiences that align with these aspects.
Highlight Relevant Experience: Emphasise your proven experience in stakeholder engagement or customer service. Provide specific examples of how you've effectively dealt with enquiries and complaints, showcasing your problem-solving skills.
Showcase Writing Skills: Since excellent writing and communication skills are crucial for this role, include samples of your written work if possible. This could be reports, emails, or any content you've created for external stakeholders.
Tailor Your CV and Cover Letter: Make sure your CV and cover letter are tailored specifically for this role. Use keywords from the job description and demonstrate how your skills and experiences make you a perfect fit for the Public Response Coordinator position at EKFB.
How to prepare for a job interview at EKFB
✨Showcase Your Stakeholder Engagement Skills
Since the role involves significant interaction with external stakeholders, be prepared to discuss your previous experiences in stakeholder engagement. Highlight specific examples where you effectively managed enquiries and complaints, demonstrating your ability to communicate clearly and build relationships.
✨Demonstrate Organisational Skills
The job requires excellent organisational skills to manage the complaints and enquiries inbox. Be ready to explain how you prioritise tasks and ensure timely responses. You might want to share any tools or methods you use to stay organised, especially when handling multiple enquiries at once.
✨Familiarise Yourself with CRM Systems
As experience with CRM systems is essential for this role, make sure you understand how these systems work. If you have used a specific CRM in the past, be prepared to discuss your experience and how it helped you track engagement data and correspondences effectively.
✨Prepare for Written Communication Scenarios
Given that you'll be drafting responses and creating content for external stakeholders, practice writing clear and concise messages. You may be asked to provide examples of written communication from your past roles, so consider bringing samples or preparing a short response to a hypothetical enquiry.
