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Champion Customer Excellence: Highways Engagement &amp; Customer Support Manager Are you passionate about delivering outstanding customer service and building strong stakeholder relationships? We’re looking for a dynamic Highways Engagement &amp; Customer Support Manager to lead our customer enquiry and engagement functions, ensuring a consistent, high-quality experience for residents and partners across Derbyshire. This is a fantastic opportunity to shape how the Highways Service communicates, responds, and improves. You’ll play a key role in embedding a customer-first culture, driving innovation, and enhancing the council’s reputation through effective engagement and transparent reporting. About the Role • Lead the development and implementation of a comprehensive stakeholder engagement strategy. • Manage the customer enquiry process, ensuring timely, consistent, and high-quality responses. • Develop and maintain performance dashboards and KPI frameworks to monitor service delivery. • Collect and analyse customer feedback to inform service planning and continuous improvement. • Collaborate with corporate communications to align messaging and public engagement activities. • Oversee financial reporting and use live data to support strategic decision-making. • Act as a key liaison for escalated or complex customer issues, ensuring resolution aligns with council values. About You • Extensive experience managing customer service functions in a local authority or public sector environment. • Proven ability to develop engagement strategies that improve public satisfaction and trust. • Strong leadership skills with experience embedding service standards and fostering a culture of accountability. • Excellent communication and analytical skills, with the ability to interpret data and drive improvements. • Ability to manage conflicting priorities and deliver outcomes under pressure. Essential Qualifications and Experience • Degree or equivalent qualification in public administration, communications, highways management, or related field. • Evidence of continuous professional development in customer service or stakeholder engagement. • Experience in financial reporting and performance management. • Driving licence and flexibility to work across Derbyshire. Desirable • Membership of relevant professional bodies (e.g., IRF, CIPR, CIM, IoIC). • Experience in digital transformation and CRM systems. • Involvement in public consultation or community engagement programmes.________________________________________Support &amp; 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 a strategic thinker with a passion for customer service and stakeholder engagement, we’d love to hear from you! Join us and help shape a responsive, customer-focused Highways Service for Derbyshire.📅 Closing Date: Sunday 1st February 2026 📝 Interview Date: 9th to 13th FebruaryCandidates who have previously applied and were unsuccessful need not reapply.Hways2026Apply 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 <a href="https://staff.derbyshire.gov.uk/pay-and-benefits/my-benefits-and-discounts/my-benefits-and-discounts.aspx" target="_blank">here</a>PLACE1Important: 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.





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Derbyshire County Council

Engagement and Customer Support Manager

Connect Communities and Highways: Engagement &amp; 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 &amp; Customer Support Officer to join our Highways Engagement &amp; 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. ________________________________________Support &amp; 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 FebruaryCandidates who have previously applied and were unsuccessful need not reapply.Hways2026Apply 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 <a href="https://staff.derbyshire.gov.uk/pay-and-benefits/my-benefits-and-discounts/my-benefits-and-discounts.aspx" target="_blank">here</a>PLACE1Important: 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.





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Engagement and Customer Support Officer

<ul><li><a href="https://feeds.jgp.co.uk/public_data/VacancyDocuments/0077/5476/Customer_Service_Adviser_M439.pdf" target="_blank">Customer_Service_Adviser_M439</a></li>
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Please apply online via the link provided.
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Please note, we do not accept CV’s submitted without a fully completed online application form.



Charnwood Borough Council in Leicestershire is searching for the latest members of #TeamCBC!
We are looking for passionate individuals who are customer focused, a team player and wants to help improve our local communities in Charnwood.
The Council is recruiting for 4, &nbsp;2-year fixed term contract Customer Advisors, working the following rota:
Monday&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; &nbsp;&nbsp;&nbsp;&nbsp;&nbsp; &nbsp;9am – 4pm (30 minutes lunch)&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; (6.30hrs)
Tuesday&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; &nbsp;&nbsp;&nbsp;&nbsp; &nbsp;9am – 4pm (30 minutes lunch)&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; (6.30hrs)
Wednesday&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; &nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; 9am – 4pm (30 minutes lunch)&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;(6.30hrs)
Thursday&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; &nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; &nbsp;9am – 4pm (30 minutes lunch)&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; (6.30hrs)
Friday&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; &nbsp;&nbsp;&nbsp; &nbsp;9am – 4pm (30 minutes lunch)&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; (6.30hrs)
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<li>The role involves delivering an excellent customer experience by providing advice and, wherever possible, query resolution at the first point of contact.</li>
<li>This includes all customer access channels including telephone, face to face, letter, email, web, web chat and SMS.&nbsp;&nbsp;</li>
<li>Providing a high quality and comprehensive information service, ensuring a consistently high level of experience for all customers, fairly and without discrimination.&nbsp;</li>
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We are a Disability Confident Employer and proud signatories of the Armed Forces Covenant's Employer Recognition Gold Award.
We prioritise the well-being and engagement of our employees through internal groups such as the Staff Forum, Health and Wellbeing Group and Equality Working Group.
The benefits of working with CBC:
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<li>Agile working for many roles</li>
<li>Generous annual leave of between (5 and 40.5 days NJC) of leave (depending on length of service), inclusive of bank holidays.</li>
<li>Most services are closed over Christmas.</li>
<li>Opportunities for professional development linked to many roles.</li>
<li>Access to the Local Government Pension Scheme</li>
<li>Free parking</li>
</ul>
About the Council 
Charnwood is one of the largest shire district councils in the country based on population, serving around 183,000 people.
We offer a range of services, with everything from refuse and recycling collections to the operation of a theatre and historic markets.
Our services are built on our values: Pride in Charnwood; Customer Focused and Working Together.
About Charnwood
We are proud of our borough, and it is a great place to live, work visit and invest in.
Charnwood boasts breath-taking landscapes which are great to explore.
At the heart of Charnwood is Loughborough, home to a world class university, historic markets, and the only major bell foundry in the UK.&nbsp;
It is a diverse community thanks to its student population and cultures from around the world.
Previous Applicants need not apply.
For further information please email;
<a href="mailto:yasmin.tarrant@charnwood.gov.uk" target="_blank">yasmin.tarrant@charnwood.gov.uk</a> or <a href="mailto:rachel.faulkner@charnwood.gov.uk" target="_blank">rachel.faulkner@charnwood.gov.uk</a>
No Agencies please

3 Customer Service Jobs in East Midlands