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Stakeholder & Communities Manager

Location: Hereford
Company: Balfour Beatty
Contract type: Permanent
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Balfour Beatty has an exciting opportunity for a Stakeholder & Communities Manager to join our Living Places business unit to work in Hereford.

Role Profile:

Lead for all Ward member, parish, key stakeholder liaison and community engagement for the Herefordshire Public Realm Contract together with responsibility for delivery of an effective Locality Steward service. Facilitating a one team culture creating a positive customer experience ensuring the contract delivers a needs-focused service. Development and responsibility for increasing the level of community engagement and support opportunities making best use of volunteers.

What you'll be doing

As a Stakeholder & Communities Manager, you will have the following accountabilities:

Leadership & Management

  • Responsible and accountable for the development of service annual plan annex (Annex 2), budget and forecasting together with the appropriate management of risk;
  • Manage and develop customer liaison to provide a responsive service to key stakeholder requests including management of complaints and Freedom of Information requests;
  • Manage and develop the Locality service to ensure meet all statutory requirements (highway inspections) and all service objectives are delivered in the most efficient and effective manner;

Planning

  • Resource planning to ensure stakeholder interactions and Parish and Ward Member contacts are responded to in a timely, responsive and customer focussed manner and Confirm system updated;
  • Resources planning to ensure all required inspections are carried out to time and quality expected ensuring there is a sufficient qualified and competent resource to deliver the service;
  • Plan and implement a schedule of service delivery inspections and audits to ensure the BBLP business complies with OHSAS18001, ISO14001 and ISO9001 standards and other Balfour Beatty standards;

Community Engagement & Support

  • Managing the community engagement liaising with community organisations and internal staff to identify and encourage volunteering opportunities;
  • Working with the Communications Manager, service managers and in partnership with key stakeholders to develop and deliver proactive campaigns e.g. Litter, mud on road, drainage, winter maintenance etc;
  • Identify and deliver mechanism for increasing support to local communities to empower them to be more resilient and to support themselves. Eg Lengthsman scheme, community commissioning, supporting volunteers to take on service, landowner responsibilities etc;

Customers

  • Working with the Customer and service support Manager to ensure customer service and customer satisfaction levels meet the requirements of Herefordshire Council and adhere to company service criteria ensuring appropriate information is logged;
  • Working with the Communications Manager ensure liaison with all key stakeholders is carried out in the most appropriate way e.g. email, campaigns, newsletters, leaflets, events, media, social media etc;
  • Ensure all complaints are resolved, working with client Information access team working to the requirements of policy and meeting KPI;

Business Development

  • Identify and implement innovations and continuous improvement for the benefit of the customer and contract moving towards Digital by Default where possible;
  • Raise the company profile and develop external networks by attending appropriate Herefordshire focused forums, meetings and events.
Who we're looking for

Personal Qualities & Experience

Essential:

  • Excellent interpersonal skills and ability to develop positive relationships;
  • Responsive to customer requirements with positive attitude towards the needs of all stakeholders;
  • Ability to react to peaks and troughs in workload and resource accordingly;
  • Excellent planning and organisational skills;
  • Good presentation, influencing and motivation skills;
  • Good communication skills both verbal and written;
  • Desire to develop and is motivated to achieving targets;
  • Flexible attitude and willingness to travel to multiple site locations and attend evening meetings;
  • Customer services qualification or demonstrable experience;
  • PC Literate and knowledge of MS suite i.e. Word, Excel etc;
  • Working knowledge of public realm issues and working in a political environment.

Desirable:

  • Ideally educated to a diploma level with professional membership;
  • Knowledge of Statutory inspection requirements.
Why work for us

Day in, day out, our teams deliver amazing projects in challenging conditions; developing, managing and maintaining the vital infrastructure and public spaces that modern economies, societies and communities rely on.

About us

The way we live our lives is changing fast: where and how we live, work, travel, shop, relax and socialise. The evolving nature of our society means we all need to shape our environment to meet a complex array of individual and collective needs.

Wherever investment in these environments is needed, Living Places works in partnership with Local Authorities to consult, finance, design, build and manage the essential place infrastructure that local communities and national economies need to prosper and grow.

We are right at the heart of a dynamic place shaping agenda that brings Local Authorities, local communities, Central Government, and the Private Sector together to create safe, sustainable, flexible and dynamic public spaces geared to community social need, economic growth and personal well-being as well as being environmentally sustainable.

The provision of maintenance services for highways is only a small part of what is really needed. Our focus has moved beyond the road to deliver the potential of the street: a dynamic public place that connects and combines local community and business needs, encourages social interaction and helps pedestrians, motorists, bus riders, and cyclists to coexist safely. Building great public spaces with resource efficient assets enables functional, flexible and inspirational places to be at the heart of the community.

We operate according to our Build to Last Values of Lean, Expert, Trusted, Safe and Sustainable.

We support each other to deliver and succeed, placing equal value on all perspectives by embracing diversity and inclusion. Together we deliver powerful new solutions, collaborating with governments, our customers and partners to shape thinking, create skylines and inspire a new generation of talent to be the change-makers of tomorrow.

Balfour Beatty is a corporate signatory to WISE (Women in Science & Engineering). Our aim is to attract more people from diverse backgrounds to help us build on our inclusive culture. We are a member of the workingmums.co.uk Top Employers' Charter through which we demonstrate our commitment to enabling parents to progress and enhance their careers whilst managing the challenges of family life.

Balfour Beatty is also Gold Award holders in the Ministry of Defence 'Employer Recognition Scheme' and actively encourage applications from Armed Forces personnel, veterans and reservists.



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