Overall Role Purpose
Reporting to the Community Relations Manager, the post holder will play a key role in engaging with residents and local stakeholders on noise and other environmental issues; in particular managing the day to day relationship with third party complaints handling team, systems, processes, and quality of responses internally and externally in order to build trust; develop more effective relationships and build goodwill locally.

Primary Focus of the Role
To engage with residents and stakeholders regarding a range of Heathrow issues in particular aircraft noise by ensuring professional handling of noise complaints, management of systems and processes, and ensuring high quality of responses by third party consultants.

Principle accountabilities
Manage day to day handling of noise complaints, processes, and quality of responses internally and externally. Responsible for managing high volume of complaints, management and training of outsource provider in responding to complaints and monitoring their work output.
Investigation and drafting of responses to residents that have been escalated by consultants for more detailed responses.
Responsible for drafting responses to residents, MPs and council stakeholders on behalf of senior team. This requires developing effective working relationships with internal operational and planning/strategy teams so that they can provide necessary input to letters.
Providing secretariat and support to Heathrow Community Noise Forum, including writing minutes, setting up meetings and liaison with members.
In coordination with Community Relations Manager, responsible for community relations digital and social media noise communications including production of communications materials/fact sheets and keeping website updated.
Provide support at public consultations as part of expansion programme and meet with local residents to discuss key areas of concern.

Qualifications and Experience
Strong track record of involvement with local communities to identify local priorities involving sensitive and complex issues;
Expertise of looking after and supporting community forums, particularly for contentious projects;
Ability to demonstrate a clear understanding of the potential issues that may impact on local communities.