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

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• Support the Customer Communications Lead with internal projects and improvement initiatives.
• Contribute to the development of new…