BMJV has an exciting opportunity for a Community Relations Manager to join our Lower Thames Crossing project. This is a leadership role within the People Team, responsible for managing the delivery of community relations activities across the Tunnel Contract with a focus on the South Portal. The successful candidate will provide strategic advice to project leaders, lead stakeholder engagement programmes and drive positive community outcomes through effective relationship management and communication

Job Title: Community Relations Manager

Job family: UK Communications > Project Communications

Project: Lower Thames Crossing

Location: LTC Project Offices (South Portal, Pilgrims Lane and Station Road)

Role Purpose

The Community Relations Manager is responsible for leading and delivering community relations strategies that protect and enhance the project's reputation and relationships with local communities. The role provides strategic oversight of stakeholder engagement activities, ensuring community considerations are embedded within project planning and delivery. Acting as the lead for the Tunnel section south, the postholder will manage complex community issues, oversee engagement programmes and support project leadership in mitigating impacts and maximising positive outcomes. 

Key Accountaibilities 

As a key member of the People Team, you will play a crucial role in ensuring the successful delivery of Lower Thames Crossing tunnelling project by ensuring key external stakeholders are informed, engaged and involved. 

• Provide leadership and guidance to Community Relations Advisors and project teams
• Lead the development and delivery of community relations strategies and engagement plans
• Support the delivery of the stakeholder and communications strategy in line with the DCO requirements and project objectives for the Tunnels Contract to build and maintain strong working relationships with local community stakeholders
• Identify, manage and escalate reputational risks and community concerns
• Produce performance reports, stakeholder insights and risk updates for senior management
• Oversee complex enquiries, complaints and stakeholder issues
• Act as the interface between the project team, affected landowners and community stakeholders to protect and enhance the reputation of the project, our customer and BMJV
• Interface with the BMJV Group Communications function on reputational risks and opportunities that have the potential to impact the UK brand ensuring awareness and understanding of sensitivities, and knowing when to escalate depending on stakeholder and topic
• Co-ordinate planning and delivery of tailored communications and events to keep residents, businesses and road users informed about construction activities and impacts, championing inclusive and accessible communication practices and acting as a visible point of contact 
• Proactively engage with the wider LTC team reviewing programmed activity to mitigate construction impacts on local stakeholders and the community
• Attend relevant project and supply chain meetings to ensure that all communications (including Advanced Notification Letters) and community relations activities are planned and delivered within required timescales.
• Work collaboratively with National Highways Customer Contact Centre, LTC Customer Contact Centre and the wider project People Team to investigate, resolve and ensure customer enquiries and correspondence is responded to in a prompt and professional manner using National Highways CRM system and complaints database
• Ensure that the project values: Leadership, Safety, Integrity and Respect are reflected in all activity undertaken on behalf of the project.
• Contribute to weekly activity and monthly progress reports
• Monitor social media channels and other communication platforms to gauge public sentiment regarding the scheme and organisations
• Support the wider People Team as needed to help embed a one team approach and contribute to ensure successful delivery of people, community and stakeholder engagement objectives
• Support the LTC community survey process and implement corrective actions based on feedback received

Competencies and Experience

Essential:

• A self-starter able to quickly build relationships through effective written and verbal communication
• Strong interpersonal skills with a proven ability to build rapport with individuals from various backgrounds
• Be able to quickly source and interpret technical information from a variety of sources and translate into customer-friendly written communications
• Experience of being able to respond to complaints and enquiries in a professional, sensitive and informative way
• Be able to demonstrate creativity using multi-media communications to reach audiences
• Confident engaging with external customers and stakeholders at face-to-face events/working groups
• Competent in the use of MS Office applications
• Ability to work flexible hours including evenings or weekends as required by events or activities
• Willingness to travel as required along the route of the project 

Desirable:

• Driving license
• National Highways experience desirable OR working in a construction or infrastructure environment
• Experience in event planning or coordination within a community-focused environment
• Knowledge of local regulations, cultural norms, and issues affecting the community