Communications Executive

Role: Customer Communications Executive
Location: Marylebone Station, London / Birmingham Moor Street - with travel to other location on the Chiltern network as required
Contract Type: Permanent
Salary: Up to £32,000 per annum


Role Purpose
To support the Communications Manager and Customer Communications Lead in delivering clear, timely and effective customer communications across Chiltern Railways.

The role is responsible for helping to ensure customers receive accurate and consistent information across all communication channels during both planned and unplanned events. Working closely with operational teams, industry partners and suppliers, the post holder will support the delivery of customer information strategies, contribute to industry initiatives and help drive continual improvement in customer communication standards.

Key Accountabilities

Customer Communications Support
- Support the Communications Manager and Customer Communications Lead in the delivery of the Chiltern Railways customer communications strategy.
- Assist in developing and delivering customer information campaigns across digital, print and station channels.
- Ensure customer-facing communications are clear, accurate, timely and aligned with company standards.
- Contribute to initiatives that improve the customer information experience.

Customer Information Management
- Support the implementation and maintenance of customer information across national and local information systems.
- Assist with delivering changes and updates to customer information systems and processes.
- Monitor communication channels to ensure information remains accurate and up to date.
- Support the continuous improvement of information quality and customer communications performance.

Disruption Communications
- Work closely with Service Information Controllers in Banbury during periods of unplanned disruption.
- Support the production and distribution of customer communications during service disruption and incidents.
- Help ensure customers receive accurate and timely information across all available channels.
- Participate in post-incident reviews to identify opportunities for improvement.

Industry Collaboration
- Actively participate in industry discussions, working groups and change initiatives.
- Support the implementation of industry-wide changes impacting customer communications.
- Build effective relationships with colleagues across the wider rail industry.

Communication Assets & Supplier Management
- Maintain effective relationships with suppliers responsible for producing customer-facing materials including posters, screens and leaflets.
- Coordinate the production and distribution of customer communication assets.
- Ensure materials are produced to agreed standards, timescales and brand guidelines.
- Support the management and quality assurance of communication outputs.

Customer Information Campaigns
- Update and maintain station calendar posters and associated communication materials.
- Support the creation and distribution of social media assets linked to customer information campaigns.
- Assist in the planning and delivery of seasonal, timetable and service change communications.
- Coordinate communication activities to support customer awareness and engagement.

Stakeholder Engagement
- Develop and maintain positive working relationships with operational teams and key business stakeholders.
- Work collaboratively with colleagues across Operations, Customer Experience, Marketing and Communications functions.
- Provide support and advice on customer communication matters when required.
- Promote customer-focused communication practices across the business.

Projects & Continuous Improvement
- Support the Customer Communications Lead with internal projects and improvement initiatives.
- Contribute to the development of new communication processes, tools and customer information solutions.
- Assist in identifying opportunities to improve communication effectiveness and customer satisfaction.
- Support implementation of changes arising from customer feedback, business requirements and industry developments.

Operational Support & Deputisation
- Provide support to the customer communications team during operational activities and business-critical events.
- Attend and contribute to Service Delivery Calls and other operational meetings.
- Deputise for the Communications Manager and Customer Communications Lead on Service Delivery Calls, projects and meetings when required.
- Support the coordination of communication activities during major events and service changes.

Administration & Governance
- Maintain accurate records of communication activities, campaigns and project work.
- Support reporting on customer communications performance and key metrics.
- Assist in the production of briefing materials, presentations and stakeholder updates.
- Maintain documentation, procedures and guidance within company management systems.

Person Specification
Essential

• Excellent written and verbal communication skills
• Strong attention to detail and commitment to accuracy
• Experience managing multiple priorities and working to tight deadlines
• Ability to build effective relationships with internal and external stakeholders
• Good organisational and administrative skills
• Proficiency in Microsoft Office applications
• Ability to remain calm and make decisions in a fast-paced operational environment

Desirable

• Experience within the rail, transport or customer service sector
• Knowledge of customer information systems and operational communications
• Experience supporting communications during incidents or service disruption
• Understanding of social media content creation and scheduling
• Experience working with external suppliers and agencies
• Knowledge of the UK rail industry and customer information standards
• Project coordination or project support experience