Job Ref: 212868744

Date: 2020-12-07 14:06:04

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About The Role
Day-to-day monitoring of the EKFB enquiries, complaints and comments inbox, including occasionally monitoring the inbox at evenings and weekends
Assessing priority of complaints, investigating issues and enquiries and drafting responses where possible.
Communicating with external stakeholders via telephone and email
Reporting and tracking all engagement data and correspondences within CRM
Ensuring internal KPIs on response time and quality are met
Regularly communicating with HS2 Helpdesk to ensure process is followed and response time is being met
Working closely with Public Response Manager to prepare reports and updates for the wider team as well as identifying opportunities for improvement
Helping create written and digital content for external stakeholders, such as drafting enquiry responses, lines to take, advance work notifications and newsletters.
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)

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