Customer Communications Manager – 12 month contract/secondment

Description

Key Responsibilities

• Own all customer communications, ensuring tone, content, and quality across channels.
• Lead and co-ordinate messaging across departments for consistency.
• Maintain high standards of customer service on social media and meet response KPIs.
• Manage and develop the social media team and strategic content plan.
• Align activity with key teams (Control, Marketing, Customer Experience) to deliver a unified strategy.
• Lead strategic communication projects, including planned disruption and major events, working with internal teams and external stakeholders.
• Drive customer engagement strategies for significant changes and industry developments.
• Innovate new communication methods, including blogs, podcasts, and emerging channels.
• Use analytics and customer feedback to improve communications and customer experience.
• Help ensure front-line colleagues deliver consistent messaging across all touchpoints.
• Participate in on-call media duties as part of the wider Communications team.

Skills, Knowledge and Expertise

• Exceptional written communication skills with the ability to simplify complex information for customers.
• Strong interpersonal skills and proven ability to collaborate effectively across teams.
• Experience influencing and advising peers and senior stakeholders with credibility and trust.
• Skilled in engaging internal and external stakeholders to deliver aligned messaging.
• Demonstrated experience in line managing a shift-based team, motivating and leading in line with business values.
• Strategic thinker with the ability to turn high-level objectives into actionable plans.
• Highly organised, able to manage multiple priorities and respond quickly to emerging issues.
• Self-driven and accountable, with sound judgement and confidence to work independently.
• Awareness of the rail industry and its wider political context.
• Degree-level education and/or membership of a relevant professional body (desirable).

Benefits

• Salary – £50,000 – £55,000 depending on experience
• Hybrid working – 2-3 days in Birmingham office
• Defined Benefit pension – one of the best in the UK
• Free travel on all our trains and 75% off all other train company travel tickets
• Retail discounts
• Career development opportunities