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- Tasks: Manage public inquiries and complaints, ensuring timely and quality responses.
- Company: Join Balfour Beatty VINCI, a leader in critical infrastructure projects like HS2.
- Benefits: Enjoy flexible working, travel allowances, family-friendly policies, and health assessments.
- Why this job: Be part of an exciting construction project with a diverse team making a real impact.
- Qualifications: Strong communication skills and experience in customer service or complaints handling required.
- Other info: We value diversity and inclusivity, welcoming applicants from all backgrounds.
The predicted salary is between 36000 - 60000 £ per year.
Are you looking to progress your career by working on Britain’s biggest construction project?
Balfour Beatty VINCI is working with a range of organisations to design and build 90km West Midlands stretch of HS2 – Britain’s new high speed railway. Our work is essential to enable HS2 trains to travel between London and Birmingham as well as continue their journey up to Manchester. It’s an incredibly exciting time to join us – we’re at peak construction with work really ramping up on a broad range of assets including bridges, tunnels and viaducts. Plus you’d join 9,000 people across 72 nationalities working on this exciting section of HS2 across the region.
We currently have an exciting opportunity to join our team as a Public Response Coordinatorwithin the Stakeholder Management Function. This role will be based on site in Birmingham.
Role Responsibilities
- Taking ownership for complaints and enquiry cases in your allocated region, undertaking investigations, liaising with required team members and supporting with or formulating appropriate responses.
- Ensure the quality of all responses to the public meet acceptable standards and all responses are within required timescales
- Working with the Public Response Manager to: o Help deliver awareness and training to wider teams. o Support the development of standard responses and consistent lines to take o Support the development, delivery and implementation of a consistent and robust process of logging, investigating, responding, recording, and reporting enquiries and complaints in line with both the organisation’s requirements and industry standards. o Support the development of measures and metrics both qualitative and quantitative by which public response will be measured.
- Supporting the team with the delivery of engagement activities and attending events as required.
- Develop and maintain mutually beneficial relationships with the team, wider teams and other stakeholders.
- Enhance and protect the reputation of the HS2 project, the Balfour Beatty Vinci joint venture and the Balfour Beatty and Vinci parent companies at all times.
- At all-time ensure you are working within HS2 agreed protocols, procedures, and brand guidance. Ensuring all communications are on brand accurate and signed off by the appropriate stakeholders
Experienced required
- Good communication, written and interpersonal skills
- Ability to produce and communicate information with an ability to convey difficult messages to highly sensitive audiences.
- Experience of working within a customer service and/or complaints environment.
- Strong organisational and analytical skills. Detail orientated.
- Able to work to own initiative and comfortable with tight timescales
- Positive and proactive approach
- Ability to build relationships whilst influencing key internal and external stakeholders and make them feel heard.
- Ability to compile clear and concise reports.
Please note candidates will need to have a current valid right to work in the UK to be considered for this role.
Benefits of working with us
• Flexible working available for some roles
• Travel allowance for eligible candidates
• Family friendly leave policies
• Health risk assessments
• Access to employee assistance programmes
• Access to annual flu vaccinations
About Balfour Beatty VINCI
Balfour Beatty VINCI is a long-established joint venture between two powerhouses for the delivery of critical infrastructure across rail, transport and other iconic projects in the UK and beyond. We started working together over 30 years ago to deliver the Channel Tunnel, as members of the TransManche Link consortium. In the Midlands, it is Balfour Beatty VINCI’s role to design and build the route, ready for tracks and signalling to be installed. Our work with HS2 Balfour Beatty VINCI have been awarded a 90km section of the HS2 project from Long Itchington in Warwickshire to the centre of Birmingham and then on to Handsacre in Staffordshire.
Overall, we will be building the following across all our sites:
• 9.3km of viaducts
• 2 twin bore tunnels and 2 cut and cover tunnels
• 28 underbridges and 11 underpasses
Diversity and Inclusion
Balfour Beatty VINCI (BBV) is delivering equal opportunities for everyone that is part of the team and for people that are yet to join us. We are an inclusive employer and welcome people from all backgrounds to come and join our team, including people with different physical abilities and neuro diversities. We are working to represent the communities Balfour Beatty VINCI works in through our workforce. We have embedded Equality,Diversity and Inclusivity (ED&I) Champions across our sites and are guided by strong accreditations that ensure we demonstrate our ability to support our people effectively. We care about being inclusive and that means we encourage applications from people with diverse set of backgrounds and experiences. BBV is a Disability Confident Leader and we welcome applications from candidates with a disability.
We recognise and respect that people work in different ways and we are open to discussing what flexibility you may need during the recruitment process, balanced against our project requirements.
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Public Response Coordinator employer: HS2 Ltd
Contact Detail:
HS2 Ltd 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 Balfour Beatty VINCI's role in it. Understanding the specifics of the construction project and its impact on the community will help you engage effectively with stakeholders and demonstrate your commitment to the role.
✨Tip Number 2
Network with professionals in the construction and stakeholder management sectors. Attend industry events or join relevant online forums to connect with people who can provide insights into the role and potentially refer you to opportunities within the company.
✨Tip Number 3
Prepare for potential interview questions by practising how to convey difficult messages clearly and empathetically. Role-play scenarios where you might need to handle complaints or sensitive issues, as this will showcase your communication skills during the interview.
✨Tip Number 4
Research the company's values and their approach to diversity and inclusion. Being able to discuss how you align with these values and how you can contribute to a positive workplace culture will set you apart from other candidates.
We think you need these skills to ace Public Response Coordinator
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Public Response Coordinator. Familiarise yourself with the key tasks such as handling complaints, liaising with team members, and ensuring quality responses.
Tailor Your CV: Highlight relevant experience in customer service or complaints management. Emphasise your communication skills and ability to handle sensitive situations, as these are crucial for this role.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for working on HS2 and how your skills align with the job requirements. Mention specific examples of how you've successfully managed similar responsibilities in the past.
Proofread Your Application: Ensure that your application is free from spelling and grammatical errors. A well-presented application reflects your attention to detail, which is essential for the role.
How to prepare for a job interview at HS2 Ltd
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Public Response Coordinator. Familiarise yourself with the key tasks such as handling complaints, liaising with team members, and ensuring quality responses. This will help you demonstrate your knowledge during the interview.
✨Showcase Your Communication Skills
Since this role requires excellent communication skills, prepare examples that highlight your ability to convey difficult messages and handle sensitive situations. Be ready to discuss how you've successfully managed customer service or complaints in the past.
✨Demonstrate Organisational Skills
The job demands strong organisational and analytical skills. Prepare to discuss how you manage your time and prioritise tasks, especially under tight deadlines. Consider sharing specific instances where your attention to detail made a difference.
✨Build Rapport
As a Public Response Coordinator, building relationships is crucial. Think of ways to demonstrate your ability to connect with stakeholders and make them feel heard. You might want to share experiences where you successfully influenced others or resolved conflicts.