Job Opportunities in United Kingdom
November 8, 2024
High Speed Two (HS2)
Birmingham
FULL TIME
Public Response Executive
Location: Birmingham
Salary : Base salary: £32,050- £37,700 depending on skills and experience. In addition, we offer flexible benefits fund of 15% which is paid on top base salary and is fully pensionable, as well as a range of competitive benefits - check them out in the Benefits section on our website.
HS2 Ltd endeavours to ensure everyone working for us and with us feels included, thrives and achieves their full potential. In practice, this means we are positive and inclusive about making adjustments, providing flexible working, encouraging our staff networks to flourish and providing personal and professional development opportunities.
As a Public Response Executive at HS2 you will be responsible for supporting the development and delivery of HS2 Helpdesk enquiry and public response strategy. This key team within the Community and Stakeholder Engagement Directorate will provide the leadership and subject matter expertise to lead on strategy development and implementation of a first-class enquiry and complaints response team. Ensuring those communities and stakeholders impacted by the project have clear and open channels of communication where they receive accurate, timely and consistent information regarding HS2’s proposals and have an opportunity to engage directly with HS2 to resolve any enquiries and complaints they may have.
About the role:
Skills:
It is expected that you will actively promote and embed Equality, Diversity and Inclusion (EDI) in all your work and support and comply with all organisational initiatives, policies and procedures on EDI.
As HS2 Ltd do not hold a sponsorship license from the Home Office, we are not able to provide sponsorship to any applicant. Applicants must already have the Right to Work in the UK at the time of application and our process involves a Right to Work validation prior to the interview stage. Note, there are certain types of time-bound visas that we cannot accept.
Any offers made to applicants will be subject to satisfactory completion of pre-employment checks which include Nationality & Immigration Status, employment references, DBS, Financial and Education checks.
We ask for a variety of detail in your online application, however we perform the first assessment of suitability for a role based solely on the information in your CV. In a further development of our efforts to create a more diverse workforce, your CV will be anonymised and personal information will be removed during the first stage of the application review. This removes bias from the process and makes it even more important that you attach an updated word version of your CV for each new application ensuring you include evidence directly related to the criteria in the job advert. Watch this video on how we remove bias in the recruitment process: Removing bias in the recruitment process - You Tube
Any applications received after the closing date will not be considered.
Salary : Base salary: £32,050- £37,700 depending on skills and experience. In addition, we offer flexible benefits fund of 15% which is paid on top base salary and is fully pensionable, as well as a range of competitive benefits - check them out in the Benefits section on our website.
HS2 Ltd endeavours to ensure everyone working for us and with us feels included, thrives and achieves their full potential. In practice, this means we are positive and inclusive about making adjustments, providing flexible working, encouraging our staff networks to flourish and providing personal and professional development opportunities.
As a Public Response Executive at HS2 you will be responsible for supporting the development and delivery of HS2 Helpdesk enquiry and public response strategy. This key team within the Community and Stakeholder Engagement Directorate will provide the leadership and subject matter expertise to lead on strategy development and implementation of a first-class enquiry and complaints response team. Ensuring those communities and stakeholders impacted by the project have clear and open channels of communication where they receive accurate, timely and consistent information regarding HS2’s proposals and have an opportunity to engage directly with HS2 to resolve any enquiries and complaints they may have.
About the role:
- Support the development and delivery of a 24 hour, 365 days per year, first class public response team which provides compassionate, knowledgeable and accurate information to the general public.
- Support the development, delivery and implementation of a robust complaints process in line with industry standards.
- Support the development, delivery and implementation of a robust process of logging, responding and reporting public enquiries in line with both the organisation’s requirements and industry standards.
- Ensure the quality of all responses to the public meet acceptable standards and that appropriate training programmes are provided to staff accordingly.
- Support the development of standard responses used by response team and other public-facing teams to ensure they are fit for purpose.
- Support the development of measures and metrics both qualitative and quantitative by which the public response team will be measured.
- Contribute to regular monthly reports to both internal and external stakeholders.
- Support the development and delivery of workshops to ensure the wider organisation understand the scope and process for the Helpdesk and public response team, and understand what information is expected to be provided and regularly updated.
- Identify and manage public enquiry and stakeholder issues when they arise so as to minimise/prevent adverse impact on the project.
- Participate in the overall development of HS2’s Community Engagement Strategy
- You will be expected to actively promote and embed Equality Diversity and Inclusion (EDI) in all your work, and support and comply with all organisational initiatives, policies and procedures on EDI.
Skills:
- Ability to develop challenging relationships and build trust amongst stakeholders and communities, exercising diplomacy at every stage.
- Analytical skills and ability to interpret and respond to changing landscapes whilst able to understand and communicate complex issues with clarity.
- Workload management skills.
- Communication, networking and ambassadorial skills with ability to build relationships whilst influencing key internal and external stakeholders and make them feel heard.
- Ability to compile clear and concise reports.
- Ability to produce and communicate information with an ability to convey difficult messages to highly sensitive audiences.
- Understanding of the complex political environment within which HS2 operates, including relevant governance and accountability issues.
- Experience of working within a customer service environment.
- Experience of working within a complaints service environment.
- Experience of managing responses in a timely manner across a diverse and challenging environment
It is expected that you will actively promote and embed Equality, Diversity and Inclusion (EDI) in all your work and support and comply with all organisational initiatives, policies and procedures on EDI.
As HS2 Ltd do not hold a sponsorship license from the Home Office, we are not able to provide sponsorship to any applicant. Applicants must already have the Right to Work in the UK at the time of application and our process involves a Right to Work validation prior to the interview stage. Note, there are certain types of time-bound visas that we cannot accept.
Any offers made to applicants will be subject to satisfactory completion of pre-employment checks which include Nationality & Immigration Status, employment references, DBS, Financial and Education checks.
We ask for a variety of detail in your online application, however we perform the first assessment of suitability for a role based solely on the information in your CV. In a further development of our efforts to create a more diverse workforce, your CV will be anonymised and personal information will be removed during the first stage of the application review. This removes bias from the process and makes it even more important that you attach an updated word version of your CV for each new application ensuring you include evidence directly related to the criteria in the job advert. Watch this video on how we remove bias in the recruitment process: Removing bias in the recruitment process - You Tube
Any applications received after the closing date will not be considered.
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