Engagement and Customer Support Officer

Connect Communities and Highways: Engagement & Customer Support Officer

Are you passionate about delivering exceptional customer service and creating engaging communications? We’re looking for a proactive and creative Highways Engagement & Customer Support Officer to join our Highways Engagement & Partnership team. This is your chance to make a real difference by ensuring residents, Members, and stakeholders are informed, involved, and supported.

About the Role
You’ll play a key role in shaping how Derbyshire Highways communicates with the public. From crafting clear, accessible content to managing social media engagement and responding to enquiries, you’ll help maintain public confidence in our services. You’ll support consultations, Member briefings, and community outreach, ensuring transparency and responsiveness at every stage.

Key Responsibilities
• Develop and deliver engagement plans for projects and consultations.
• Create multi-channel content including letters, social media posts, videos, and web pages.
• Respond to customer enquiries via social media, email, and phone, ensuring timely and accurate resolution.
• Coordinate communications during planned works and emergencies.
• Monitor feedback and performance data to identify trends and recommend improvements.
• Collaborate with internal teams, elected Members, and external partners to deliver joined-up service responses.

About You
You’ll be an excellent communicator with strong writing skills and a flair for visual storytelling. You’ll have experience in customer service and engagement, ideally within a highways or public sector setting. You’ll be confident using social media and digital tools, and able to manage competing priorities in a fast-paced environment.

Essential Qualifications and Experience
• Relevant professional qualification or significant experience in communications and/or customer service.
• Proven experience creating multi-channel content and managing social media engagement.
• Strong understanding of customer service principles and public sector standards.
• Ability to analyse feedback and performance data to drive improvements.
Desirable
• Membership of professional bodies (e.g., CIPR, CIM, IoIC).
• Experience supporting public consultations and engagement activities.
• Familiarity with CRM systems and digital engagement platforms.

Why Join Us?
• Make a real impact on how communities engage with Derbyshire Highways.
• Work in a collaborative, innovative environment.
• Opportunities for professional development and career progression.
• Be part of a team committed to transparency, customer focus, and continuous improvement.
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Support & Benefits:
• Flexi Time Scheme: Up to two days flexi leave every four weeks (pro rata for part-time employees), subject to service needs.
• Generous Annual Leave Scheme: Ensures a healthy work-life balance.
• Local Government Pension Scheme: Provides financial security.
• Wellbeing Support Framework: Includes OH physician services, physiotherapy, CBT, and in-house counselling.
• Employee Wellbeing Support: Fast track physiotherapy, confidential psychological support services, Employee Assistance Programme, and “Wisdom” app.
• Electric/Plug-in Hybrid Vehicle Salary Sacrifice Scheme: Encourages environmentally friendly commuting options.
• Our Derbyshire Rewards: a package of benefits and discounts.

Apply Now
If you’re creative, customer-focused, and ready to help shape the future of highways engagement, we’d love to hear from you!

📅 Closing Date: Sunday 1st February 2026
📝 Interview Date: 9th to 13th February

Candidates who have previously applied and were unsuccessful need not reapply.

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Apply now and take the first step towards a fulfilling career with us! By joining Derbyshire County Council you will have access to a range of amazing rewards and employee benefits, including our generous annual leave scheme, excellent local government pension and fantastic employee discounts. To discover more detail about the rewards and benefits available to you, click here

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Important: Derbyshire County Council holds a sponsorship licence, but this role does not offer visa sponsorship. Please apply only if you already have the right to work in the UK without sponsorship, as applications that do not meet this requirement will be rejected.

We welcome applications from individuals who share our values — being Collaborative, Innovative, Empowered and Accountable. These values describe who we are and what we stand for as a council. They help shape our culture, encourage consistent behaviour and guide how we work together to make a positive difference for both our employees and the residents we serve.