Customer Relationship and Communication Manager

Client of Brunel

Coordination and reporting from Customer Relationship Management System (CRMS) based on a Microsoft dynamics platform.

This will include monitoring of performance against defined SLA's and recommending actions for improvement.

Management and coordination of external communications issued by the Project Affairs Directorate utilizing multiple channels including social media platforms.

Working in consultation with 's public relations Dept, ensure the coordination of media communications and briefings issued by the PA Directorate from time to time.

Develop and manage the introduction of policies, processes and procedures designed to improve the quality of communications with customers, stakeholders and government agencies.

Provide advice and support to Departments and Programme Governance Teams on the quality and content of communications.

Prepare and coordinate internal and external briefing material on the progress and status of 's projects and programmes.

Act as the primary coordinator for the preparation of the PA Directorate communications response to emergency incidents and customer complaints including the follow-up of all issues which exceed the approved SLA times for response.

Monitor reports and performance data on the quality of customer relationships on an ongoing basis and provide appropriate performance reports for review by the Senior Management team.

Preparation and updating the Project Affairs customer Relationship Management Plan.

Support the Project Affairs Senior Management team in other tasks or communications activities as required from time to time.

Experienced communications professional focusing on customer relationship management in the infrastructure sector.

Competencies in all communications channels with specific skills in media communications and customer complaints management.

Management and coordination of customer relationship performance and communications to best practice standards.

Ensure consistency in the quality of communications with customers, stakeholders and Government Departments.

Management accountability to ensure that the required governance of the department is applied on behalf of PWA.