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- Tasks: Lead customer support and engagement for Derbyshire's Highways Service.
- Company: Join a dynamic local authority focused on community impact.
- Benefits: Enjoy flexible hours, generous leave, and wellbeing support.
- Why this job: Shape a customer-first culture and enhance public satisfaction.
- Qualifications: Experience in customer service and stakeholder engagement required.
- Other info: Great career growth opportunities and a supportive work environment.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Are you passionate about delivering outstanding customer service and building strong stakeholder relationships? We’re looking for a dynamic Highways Engagement & 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 & 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.
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
To apply please click the Apply Now link below.
Engagement and Customer Support Manager employer: Connected Local Government
Contact Detail:
Connected Local Government Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Engagement and Customer Support Manager
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at local events. We can’t stress enough how important it is to make connections that could lead to job opportunities.
✨Tip Number 2
Prepare for interviews by researching the company and its values. We want you to show them you’re not just a fit for the role, but also for their culture. Tailor your answers to reflect their mission and goals!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family. We recommend focusing on common questions related to customer service and stakeholder engagement to really nail your responses.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can set you apart from other candidates. We believe it shows your enthusiasm and professionalism, which is key in customer support roles.
We think you need these skills to ace Engagement and Customer Support Manager
Some tips for your application 🫡
Show Your Passion: Let your enthusiasm for customer service shine through in your application. We want to see how much you care about delivering outstanding experiences and building strong relationships with stakeholders.
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your relevant experience in managing customer service functions. We’re looking for specific examples that demonstrate your ability to improve public satisfaction and trust.
Be Data-Driven: Since we value analytical skills, include any experience you have with performance dashboards or KPI frameworks. Show us how you've used data to drive improvements in previous roles.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this fantastic opportunity to shape our Highways Service.
How to prepare for a job interview at Connected Local Government
✨Know Your Stakeholders
Before the interview, research the key stakeholders involved in the Highways Service. Understand their needs and how the role of Engagement and Customer Support Manager can address them. This will show your commitment to building strong relationships and delivering outstanding customer service.
✨Showcase Your Experience
Prepare specific examples from your past roles that demonstrate your experience in managing customer service functions and developing engagement strategies. Use the STAR method (Situation, Task, Action, Result) to structure your responses, making it easy for the interviewers to see your impact.
✨Emphasise Data-Driven Decisions
Since the role involves performance management and financial reporting, be ready to discuss how you've used data to drive improvements in service delivery. Bring examples of dashboards or KPIs you've developed and explain how they informed your decision-making process.
✨Demonstrate a Customer-First Mindset
Highlight your passion for customer service by discussing how you've embedded a customer-first culture in previous roles. Share any initiatives you've led that improved public satisfaction and trust, and be prepared to discuss how you would apply this mindset in the context of Derbyshire's Highways Service.
