AMS PSR

On behalf of Network Rail, we are looking for a Community Relations Officer for a contract based in Basingstoke or Blackfriars 3 days per week.

Network Rail is at the heart of revitalising Britain’s railway. From Crossrail – Europe’s largest civil engineering project – to investment in world-class stations and major programmes of electrification, we are involved in some of the most ambitious and diverse ventures that this country has ever seen. We at Network Rail are dedicated to becoming one of Britain's best employers and believe this starts with placing the candidate at the heart of everything we do!

Work as part of a team delivering a first class, professional customer service, using a range of communication methods, to ensure that where possible customer enquiries and complaints are resolved at the first point of contact. To work closely with the local community and businesses during disruptive works and be reponsibile for monitoring and managing all related local activities and relationships.

As a Community Relations Officer, your main responsibilities will be:

• Manage a personal caseload in a high-volume environment, resolving enquiries, requests, and complaints via letter, email, and telephone—aiming for first-contact resolution wherever possible.
• Collaborate effectively as one team, supporting colleagues during absences and contributing to both individual and team performance targets.
• Build strong relationships with operational route colleagues to ensure prompt and high-quality service delivery to customers.
• Exercise sound judgment within established procedures, using the Customer Relationship Management (CRM) system to log, process, and follow up on enquiries—meeting Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and quality standards.
• Maintain accurate records, including correspondence, service requests, and complaints, ensuring all documentation is complete and up to date.
• Advocate for the customer across the organisation, promoting continuous improvement, encouraging feedback, and recommending service enhancements to the Manager as needed.
• Investigate and escalate recurring or complex issues, working with Public Affairs, Media, and Route Communications Managers to deliver consistent, joined-up responses.

Essential: 

• • Experience in customer services or complaints management
• • Experience of customer management systems
• • Ability to prioritise
• • Impeccable telephone manner and strong writing skills
• • Excellent time management skills
• • Experience of planning and delivering proactive customer engagement

Please be aware that this role can only be worked within the UK and not Overseas.

Network Rail is an equal opportunity employer and values diversity. They welcome applications from everyone.

Disability Confident

As a member of the Disability Confident Scheme, Network Rail guarantees to interview all candidates who have a disability and who meet all the essential criteria for the vacancy. In cases where we have a high volume of candidates who have a disability who meet all the essential criteria, we will interview the best candidates from within that group. This scheme encourages candidates with a disability and/or neurodivergence to apply. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.

Armed Forces Covenant

Network Rail guarantees to interview veterans or spouses / partners of military personnel who meet all the essential criteria for the vacancy. In cases where we have a high volume of ex-military candidates / military spouses or partners, who meet all of the essential criteria, we will interview the best candidates from within that group. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.

In applying for this role, you acknowledge the following "this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different".