Community Account Manager
Responsibilities:
A key and rewarding community engagement role within the company liaising with external stakeholders and the wider community. This role is the face of Airband on the ground for local communities and key stakeholders and for them to have as a direct point of contact for any questions, queries, or concerns. Reporting to the Key Account Manager, this role will involve working within the Channel Growth team but will have a proactive and positive relationship with other areas of the business such as projects, marketing, sales, customer services and support.
Working as conduit between communities and stakeholders who have an interest in the communities where Airband is building networks. The Community Account Manager ‘engages the community’ prior to any customer awareness activity and during, network build, ensuring communities, individuals and stakeholders have a voice to feedback any questions, issues or queries through the correct channels in Airband. This exciting position does not stop there, you will continue to maintain an open communication channel once the build is complete and provide support and liaison within the local communities throughout its journey!
The role is key in understanding the Community sentiment at local level, being able to listen to the stakeholders, identifying their critical issues, understand any specific community nuances, identify areas of concern swiftly and in a timely manner, and work across the teams to ensure that Airband delivers a fair and valuable service, within the company’s capabilities. Also, a role that adds real value to Customer’s lives and integrates our company values throughout.
Key activities:
- Build good relationships with communities in our build areas and the wider audience
- Liaise with Parish Councillors and communities in the areas where Airband will be building
- Liaise with County and District Councillors in building a solid and open relationship and promoting existing contracts in a positive and constructive manner
- Develop key contacts in communities to help liaise with the community regarding updates
- Attend Airband and Council meetings to maintain a good understanding of the project
- Attend site visits and liaise with residents and communities to discuss concerns and discuss solutions
- Liaise with communities interested in Demand Led Projects for their area
- Deliver stand up presentations to parish councils and the wider communities
- Proactively provide information back into the communities in a timely manner
- Liaise with project teams where work is taking place to update communities in advance
- Manage queries from stakeholders to ensure a timely response and resolution
- Attend regional events to promote Airband and be a point of contact for non-sales enquiries
- Work as a team member within the department whilst demonstrating the ability and confidence to work alone as a field-based employee whilst managing own diary
- Update CRM records in a timely manner to ensure information is available to other Airband employees and stakeholders and ensure this is monitored for accuracy
- Arrange and coordinate site meetings for external stakeholders. MP’s and other requests
- Attend regional meetings as and when required
- Brief stakeholders on community liaison engagement as and when required
- Identify competitor activities in build areas and report to the business and stakeholders
- Work outside normal working hours which includes travelling to meet project and community needs
- Support other team members and the business where needed
- Promoting our key values throughout to both internal and external customers
Experience
- Experience in a customer facing role and engagement
- Experience of working with communities and the wider audience
- Liaising with stakeholders at all levels
- Able to deal with a variety of challenging scenarios and time sensitive targets
- Proficient in Microsoft 365
- Proficient in other video conferencing software
- Experience with CRMs
- Use of different communication methods to distribute and messages and handle queries
- Presentation experience desirable
- Liaise with marketing to send updates to communities directly and via social media
- Telecoms experience / knowledge desirable
- Public sector experience desirable
- Experience in working alone and organising their own diary
What is in it for you?
- Competitive Salary
- Car Allowance
- Quarterly Bonus Scheme
- Remote Working from home/Airband Regional Office
- Laptop, tablet & mobile phone
- 25 days holiday + bank holidays, increasing to 30 days with continuous service
- 5% Airband pension plus minimum 3% employee contribution
- Commission on referrals and connecting residents
- Cycle to work scheme
- Lots of opportunities for progression
- A chance to be involved in Airband’s exciting journey
Willingness to travel and sometimes attend meeting and events outside core business hours. A full clean driving licence is essential. Business car insurance is required for this role.
If you meet the criteria above and are interested in joining an expanding and exciting business, we would love to hear from you.
