Balfour Beatty has an exciting opportunity for a Stakeholder Liaison Coordinator to join our Living Places business unit to work in Hereford.
What you'll be doing
- Responsible for the day-to-day liaison with stakeholders, responding to complex enquires, formal complaints and FOI/EIR requests providing detailed responses and resolutions to any issues reported within agreed timescales. Ensure all communications and liaison are undertaken in a responsive and customer focused manner and effectively dealing with complaints within defined timescales;
- Effectively supporting the customer services, communications and locality teams in providing a positive customer experience ensuring the contract delivers a responsive and needs-focused service effectively managing expectations ensuring that the reputation of Balfour Beatty in partnership with Herefordshire Council is upheld.
As a Stakeholder Liaison Coordinator you will:
- Have day-to-day interaction with Ward Members and Herefordshire Councils Information Access Team to respond to requests for service, complex enquiries and complaints;
- Recognise when service may have fallen below the accepted standards and making recommendations on how improvements can be made;
- Be aware of unreasonable or excessive expectations outside the scope of what is deliverable in the terms of the contact and managing relationships accordingly;
- Undertake detailed investigations to respond to complaints, Freedom of Information requests and requests for information including, major projects & schemes, asset management and operational teams activities;
- Prepare detailed, formal responses to enquiries and complaints which are easily understood and free from technical terminology but can adequality manage expectations;
- Signpost stakeholders to established self-help and paid for services such as, Parish Lengthsman &P3, Community Commissioning, volunteers and other relevant collaborative partners;
- Recognise where issues need to be escalated and providing a comprehensive summary of the issue to allow for efficient progression.
- Provide a responsive service for all stakeholder enquiries taking ownership of each enquiry and coordinating the process to agreed timescales and redirecting/signposting where appropriate;
- Act as first point of call for requests made by key stakeholders such as Ward Members, Client Officers and Members of Parliament to provide a responsive service. Maintain regular contact with stakeholders, managing expectations and providing timely updates;
- Work with the communications team to distribute key messages;
- Liaison with all key stakeholders in the most appropriate way to support and promote an effective partnership.
Planning and Delivery:
- Coordinate and develop Stakeholder Liaison and complaints workflow processes to ensure systems are in place to provide updates, summaries and replies within agreed timescales and to the highest of standards;
- Work in close collaboration with Locality Liaison and Communications officer to ensure the most appropriate means of communication are used to promote any key message to enhance and improve reputation. Assist and support the wider team when required;
- Regularly review of information provided in consultation with internal and external stakeholders to ensure the contract has an up-to-date understanding of stakeholder needs and wants and to identify new and improved ways of working.
Who we're looking for
- Work in collaboration with the Customer Services, Business support and the Localities Team developing culture of continuous improvement through effective communication to all levels of staff involving open discussions, feedback and exchange of new ideas and best practice;
- Identify and implement improvement and innovation to better understand the needs of our stakeholders and how we can meet and exceed their needs and expectations.
Personal Qualities and Experience:
- Proven communication skills both verbal and written;
- An enquiring and investigative mindset with a positive approach to problem solving;
- Able to manage expectations of key stakeholders with clear communications;
- Working to deadlines and prioritising workload accordingly;
- Ability to build positive relationships and engage with people at all levels;
- Responsive to stakeholder requests with positive attitude towards the needs of all;
- Ability to react to peaks and troughs in workload and resource accordingly;
- Excellent planning and organisational skills.
Why work for us
- Complaints management experience;
- Working knowledge of public realm issues and working in a political environment;
- Ideally having experience of investigation/fact finding and Freedom of Information requests;
- Ideally educated to a diploma level;
- PC Literate and knowledge of MS suite i.e. Word, Excel etc;
- Some understanding Highway and Rights of Way legislation desirable.
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.
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.
At Balfour Beatty we are committed to creating a diverse workforce and an inclusive culture where everyone can be themselves and reach their full potential, not only because this is the right thing to do, but because it makes us a better business. To ensure we deliver on this commitment, we have a UK Diversity and Inclusion Action Plan which sets out the wide range of targeted, proactive, measurable steps we are taking to make this a reality. You can read our UK Diversity and Inclusion Action Plan in full at www.balfourbeatty.com/value_everyone
To help and support us with our desired commitment to create an inclusive culture we are members of WISE, enei, Business Disability Forum and Women into Construction. 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 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.
Further information on Disability Confident can be found at: https://disabilityconfident.campaign.gov.uk/