Correspondence Officer

Correspondence Officer

London/Essex

Permanent

Hybrid

Do you take pride in giving people clear, helpful answers? Are you experienced in assessing and responding to customer queries with accuracy? Could you help one of the UK’s largest infrastructure projects give local residents timely and helpful responses? Then, this could be the next adventure in your career.

Create Solutions that will enable a better tomorrow

We are looking for a Correspondence Officer who will work as a key member of the project’s Community Engagement Team. You will be responsible for assessing incoming correspondence, working with the project team to gather the relevant information and drafting concise, understandable and helpful responses to those who’ve contacted the Project with their questions.

Furthermore, you will:

• Work with the Helpdesk Manager and Communities Team to assess individual pieces of correspondence, prioritising them and identifying where cross-discipline input is required.
• Take ownership of relevant correspondence from receipt through to response and closure, including drafting clear, concise and helpful responses in plain English that answer the questions raised by members of the public, while aligning to project narrative.
• Identify where input is needed from other teams and work with experts within the project to gather accurate, relevant and timely information, or delegate drafts, proactively following up with teams where information is outstanding so that correspondence is managed within agreed timescales, before collating the final response ready to send.
• Confidently navigate and interpret key project and technical documents, including the Development Consent Order (DCO), plans, commitments and supporting documentation, to identify relevant information and support accurate, evidence-based responses.
• Review and provide quality control for other teams’ (including contractors’) responses, checking facts and identifying any gaps or inconsistencies before issue to ensure they are accurate and complete.
• Call members of the public, either to resolve their query directly over the phone or to check for further information, so that we provide a comprehensive and helpf...

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