1 Customer & Social Impact Lead (Fixed-term maternity cover) roles in Grays

What you'll be doing

Strategy and Delivery

• Coordinate delivery of customer, stakeholder engagement, communications and social impact activities, ensuring compliance with contractual requirements, DCO commitments, the Code of Construction Practice and National Highways customer standards.


• Embed customer-focused principles across project planning, communications and delivery activities, supporting the Every Customer Counts approach.
  

Client and Stakeholder Relationships

• Act as a key point of contact for our client, enterprise partners, local authorities, stakeholders and communities on customer, stakeholder engagement matters.
  

Customer Insight and Improvement

• Coordinate customer insight activities, analysing feedback, enquiries and complaints to identify trends, risks and opportunities for improvement.


• Support customer performance monitoring, audits and improvement initiatives, ensuring actions are tracked and implemented.
  

Communications and Engagement

• Plan and deliver customer, stakeholder and community communications and engagement activities, including events, meetings, forums, briefings and site visits.


• Develop and deliver communications plans and campaigns aligned with project milestones and strategic priorities.


• Manage project employee communications through the Internal Communications Officer, ensuring consistent messaging and workforce engagement.
  

Enquiries and Complaints

• Manage customer enquiries and complaints, ensuring timely and consistent responses in accordance with agreed standards and processes.

Contractual Compliance and Reporting

• Maintain accurate stakeholder, customer and communications records, reporting and evidence to demonstrate compliance with contractual and governance requirements.

Social Impact

• Support delivery, monitoring and reporting of social impact, and lead on community engagement and stakeholder commitments.

Reputation and Issues Management

• Support issues management, crisis communications, media enquiries and reputational risk activities, escalating significant or high-risk matters to the Senior Leadership Team and client as required.

People Leadership and Governance

• Provide line management and development support to direct reports while contributing to governance, client relationship management and continuous improvement activities

Who we're looking for

• Experience delivering customer, stakeholder engagement, communications, community engagement or social impact activities.


• Ability to build and maintain effective relationships with clients, stakeholders, local communities, delivery partners and multidisciplinary teams.


• Experience planning and delivering engagement, communications or consultation activities for a range of audiences.


• Experience managing enquiries, complaints, feedback or correspondence and using insight to support service improvement.


• Ability to analyse information, identify risks, trends and opportunities, and make informed recommendations.


• Experience maintaining records, monitoring performance and producing reports to demonstrate compliance and progress.


• Ability to work collaboratively across teams to support successful project delivery.


• Experience leading, coaching or supporting the development of others.


• Ability to travel to project locations and stakeholder events as required.

Why work for us

Day in, day out, our teams deliver some of the UKs most ambitious, exciting and meaningful projects; developing, building and maintaining the vital infrastructure that supports national economies and strengthens communities.

Why join us?

As if contributing to and supporting work that makes life better for millions wasnt rewarding enough, we offer a full range of benefits too. You'll have the freedom to shape the package thats right for you and your life. Here are some of our key benefits:

- 25 days paid annual leave (pro rata)
- Family friendly policies which include 28 weeks full pay for maternity/adoption leave and four weeks full pay for paternity/partners leave
- Pension, share incentive plan, volunteering leave, recognition schemes and much more

About us

Balfour Beatty’s Highways business delivers major schemes including motorway upgrade programmes, complex national infrastructure projects and regional investment programme works for National Highways. We have a strong orderbook and a positive pipeline of opportunities, we put the road user, at the heart of everything we do. We work safely, reduce carbon emissions and added social value to the communities within which we work.

Diversity and inclusion

At Balfour Beatty we believe that diversity and inclusion are essential components of any successful, happy workplace. Through our Value Everyone Diversity and Inclusion Strategy and Action Plan, we are growing our diverse workforce and developing our inclusive culture where everyone is able to thrive and reach their full potential, regardless of their identity or background. To find out how we are making this a reality, visit www.balfourbeatty.com/diversityandinclusion

We are a Gold Award holder in the Ministry of Defence 'Employer Recognition Scheme' and actively encourage applications from Armed Forces personnel, veterans and reservists.

As a Disability Confident Employer, we are committed to working with people who have disabilities and long-term health conditions to remove barriers for them in obtaining employment. We are also committed to offering applicants with a disability an interview if they meet the minimum requirements for the role. For more info, visit: https://disabilityconfident.campaign.gov.uk/

We are looking to continually improve our resourcing process and ensure that it is fair and inclusive for all. If you have any feedback on the process, please share this with us at: candidaterecruitmentqueries@balfourbeatty.com