Balfour Beatty plc
Customer & Communications Manager - 9 Month FTC
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About The Role
As a key member of the project team, you will play a pivotal role in shaping and delivering effective communications strategies that support project objectives and enhance stakeholder engagement. You will be responsible for protecting and promoting the reputation of Balfour Beatty, our customer, the project, and our partners through the delivery of impactful and engaging communications. The role will focus on driving employee engagement, improving customer satisfaction, and ensuring the project's impacts and benefits are communicated clearly and effectively.
Working closely with a wide range of stakeholders, you will build and maintain strong, mutually beneficial relationships, acting as a trusted adviser on communications matters. You will also champion and embed a customer-led approach to communications, ensuring all activity reflects the needs and expectations of our audiences.
What you'll be doing
- Enhance and protect project reputation through effective, engaging, and timely communications across multiple channels.
- Create and deliver project communication and milestone handling plans, ensuring timely and effective dissemination of information through accessible and engaging channels.
- Lead the development and delivery of employee engagement/internal communications activities to reinforce a "one team" culture, corporate messages, and campaigns, including maintaining project noticeboards, organizing briefings, toolbox talks, and behavioral messaging.
- Develop the strategic look ahead, planning, and delivery of integrated project, stakeholder communications by attending project and supply chain forums, aligning activity across the environmental, construction, and land teams to ensure all communications, including advanced notification letters, updates, and associated communications are delivered within required timescales.
- Interface with Group Communications on reputational risks and opportunities, escalating sensitivities where required.
- Ensure all customer-facing content is on brand, accurate, approved, and aligned with National Highways and Balfour Beatty brand guidelines.
- Support award submissions and identify opportunities to showcase projects internally and externally.
- Oversee and maintain project photography/video libraries.
- Work with Balfour Beatty and National Highways media teams to publicise good news stories and key project updates.
- Produce communications products aligned to National Highways Project Control Framework (PCF).
- Work with project teams and supply chain partners to ensure traffic management is designed and delivered to optimise customer experience and align with National Highways protocols and metrics including the production of customer-facing scheme communications including works impacts, traffic management update, diversions, enquiries, and complaints.
- Develop and deliver the stakeholder engagement strategy that builds and maintains positive and effective relationships with National Highways, local authorities, customers, local communities, and affected stakeholders through planned engagement and consultation activities whilst protecting the reputation of the project, National Highways, and Balfour Beatty.
- Act as the point of contact for stakeholder enquiries, coordinating responses with project managers, customer service teams, and the Balfour Beatty Helpline to provide a professional customer-focused service.
- Support the planning and delivery of public information/exhibition events and community liaison working groups.
- Attend client-hosted Customer and Communications collaboration groups, representing Balfour Beatty where required.
- Support Key Account Management and client engagement planning, including delivery of action plans based on client feedback.
- Work with National Highways’ Customer Contact Centre to ensure customer enquiries and correspondence are responded to promptly and professionally through MP Connect (CRM) and within SLA.
- Support the delivery of client and performance reporting including Customer Performance Assurance Audit and Roadworks: A Customer View (R:ACV).
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Who we're looking for
Essential
- Proven communications experience on complex infrastructure, construction, regulated, public sector projects.
- Strong community relations and stakeholder management experience.
- A bachelor’s degree or equivalent higher education/industry recognised qualification in marketing, public relations, communications, or a related field.
- Ability to manage, engage, and develop direct reports.
- Confident engaging with external customers and stakeholders at face-to-face events.
- Excellent writing, storytelling, and presentation skills.
- A self-starter able to quickly build relationships through effective written and verbal communication.
- Be able to quickly source and interpret technical information from a variety of sources and translate into customer-friendly written communications.
- Be able to demonstrate creativity through multi-media communications to reach all audiences.
- Strong analysis and problem-solving skills.
- Team player with ability to engage, influence, and negotiate.
- Computer literate and competent in Microsoft Office applications.
- A willingness to travel.
Desirable
- Experience of using graphics and/or video editing software.
- Experience of working on construction/civil engineering infrastructure projects.
- Relevant communications qualification.
- Member of CIPR or other recognised industry body.
- Good understanding of the regulatory and political environment in construction.
Why work for us
Day in, day out, our teams deliver some of the UK’s most ambitious, exciting, and meaningful projects; developing, building, and maintaining the vital infrastructure that supports national economies and strengthens communities.
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Benefits
As if contributing to and supporting work that makes life better for millions wasn’t rewarding enough, we offer a full range of benefits too. You’ll have the freedom to shape the package that’s right for you and your life. Here are some of our key benefits:
- Smart working, giving you more flexibility such as staggered start and finish times, with up to 40% remote working, where roles allow.
- 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.
To help and support us with our desired commitment to create an inclusive culture we are members of WISE, enei, Business Disability Forum, and the Association for Black and Minority Ethnic Engineers (AFBE). In 2020, we signed the Audeliss and Involve Open Letter to demonstrate our commitment to taking key long-term and sustainable actions on Black Inclusion. Balfour Beatty is also a Gold Award holder in the Ministry of Defence 'Employer Recognition Scheme' and actively encourages 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.
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