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Community Relations Executive

Network Rail -
Basingstoke

Apply Now

Job details

Full-time | Fixed term contract
£25,409 - £32,000 a year
2 days ago

Benefits

Annual leave
Company pension
Free or subsidised travel
Private medical insurance
Employee discount
Paid volunteer time

Qualifications

Customer service
Complaint handling
Organisational skills
Communication skills
Time management

Full job description

Who We Are

Join the Southern Region - where your work truly matters.

Covering Wessex, Sussex, and Kent, the Southern Region is one of the busiest and most dynamic parts of the railway. Our teams keep some of the UK's most vital passenger and freight routes moving every single day. This is a place where collaboration, innovation, and resilience are key - and where your contribution will directly impact millions of journeys. We're entering an exciting new chapter as we integrate with train operating companies ahead of the creation of Great British Railways, creating even greater opportunities to shape the future of rail. From supporting major modernisation programmes to improving performance for local communities and enhancing safety across our operational environments, Southern offers a rewarding environment to grow your career and make a real difference. Click here to learn more.

We're committed to creating a diverse, inclusive workplace that reflects the communities we serve. To discover more about our ED&I commitments click here. We value flexibility and understand the importance of a healthy work-life balance. As a Disability Confident Leader, we'll do everything we can to accommodate any needs throughout the recruitment process.

If you're ready to make a real difference, we'd love to hear from you!

About the role

Join our team in a dynamic, customer-focused role where you'll deliver a first-class, professional service across a range of communication channels, ensuring enquiries, service requests and complaints are resolved at the first point of contact wherever possible. You'll play a key role in building and maintaining strong relationships within the local community, working closely with lineside neighbours, residents and businesses during disruptive works to keep them informed, supported and engaged.

What You'll Do

Manage your own caseload in a fast-paced environment, responding to enquiries, service requests and complaints via phone, email and letter, with a strong focus on resolving issues at the first point of contact.
Use sound judgement to assess each enquiry, making decisions within established processes while accurately logging and tracking cases through our Customer Relationship Management system, meeting key performance and service standards.
Maintain clear, accurate and comprehensive records of all customer interactions and service requests.
Champion the customer voice across the organisation, actively seeking feedback, identifying opportunities for improvement, and making recommendations to enhance services.
Investigate recurring or complex issues, working with Public Affairs, Media and Communications teams to deliver consistent, coordinated responses.
Represent the organisation at community events and public meetings, advising colleagues on the most effective ways to communicate and engage with stakeholders around planned works.
Build strong relationships with operational teams to ensure customers receive timely, accurate and high-quality responses.
Work collaboratively as part of a supportive team, stepping in for colleagues when needed and contributing to shared goals and performance targets.
Support the onboarding and development of new team members, helping to maintain high standards and up-to-date knowledge across the team.
Take on additional responsibilities as required, contributing flexibly to the wider success of the team.

Salary: Band 5 / £25,409-£32,000

Location: Basingstoke

This is a full-time, 12-month fixed-term position. We are recruiting for two roles.

Remote working opportunity! this role requires working in the office 3 days a week

Closing date: 1st July 2026 - Late applications will not be accepted.

What's in it for you

Here are a few of the benefits we offer

28 day annual leave with the option to buy and sell days
Choice of pension schemes
75% discount of leisure travel for you and your family
Private Healthcare
5 days paid volunteer or carers leave
Up to 75% subsidised Rail and Underground travel
Gym Pass - access to gyms across UK.
My Benefits platform - giving national and local retail discount

Your experience and skills

We're looking for someone who can demonstrate the following essential criteria:

Proven experience in fast-paced customer service or handling complaints, with a strong focus on delivering positive outcomes
Familiarity with customer management systems and the ability to use them effectively to manage cases and track interactions
Excellent organisational skills, with the ability to prioritise tasks and manage a busy workload
A professional and confident telephone manner, complemented by clear, concise and high-quality written communication skills
Strong time management skills, with the ability to meet deadlines and service level expectations
Experience in planning and delivering proactive customer engagement, with a focus on keeping stakeholders informed and involved

Our aim is to ensure your candidate experience is as positive as possible.

You can visit Evenbreaks Career Hive for advice on accessibility support if you're unsure of the options available. Should you require any reasonable adjustments/modifications, please add a note to your application.

All offers of employment are conditional upon satisfactory completion of pre-employment checks. .

***Some of our roles require face to face Drugs & Alcohol testing. We will share further details with you as part of your formal offer.****

Key Information

Vacancy Details

Number of Positions:

Contract Type:

Fixed-Term

Hours:

Full Time

Salary:

£25,409 - £32,000

Location:

Basingstoke ROC, Basingstoke

Geographical Area:

South East England (Not inside M25)

Closing Date:

01-JUL-2026

Job Category:

Communications, Media and PR

Function:

Southern Region

Organisation:

CN Performance Improvement Director South East (113800) G1

Attachments

JD - Community Relations Executive.doc

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