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For Companies At a Glance
- Tasks: Lead customer engagement and support, ensuring top-notch service for residents in Derbyshire.
- Company: Join a forward-thinking council dedicated to enhancing community relationships.
- Benefits: Enjoy flexible hours, generous leave, and wellbeing support for a balanced life.
- Why this job: Make a real difference in your community while developing your leadership skills.
- Qualifications: Experience in customer service and strong communication skills are essential.
- Other info: Great opportunities for professional growth 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
Interview Date: 9th to 13th February
Engagement and Customer Support Manager employer: Highways Magazine
Contact Detail:
Highways Magazine 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. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research the company and its values, especially around customer service and stakeholder engagement. Tailor your answers to show how your experience aligns with their needs.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities that might be perfect for you. Plus, it’s the best way to ensure your application gets seen by the right people.
We think you need these skills to ace Engagement and Customer Support Manager
Some tips for your application 🫡
Show Your Passion: Make sure to express your enthusiasm for customer service and stakeholder engagement in your application. We want to see that you genuinely care about delivering a high-quality experience for residents and partners.
Tailor Your Application: Don’t just send a generic application! Take the time to align your skills and experiences with the specific requirements mentioned in the job description. This shows us that you’ve done your homework and are serious about the role.
Highlight Relevant Experience: Be sure to showcase any previous roles where you managed customer service functions or developed engagement strategies. We’re looking for evidence of your ability to improve public satisfaction and trust, so don’t hold back!
Keep It Clear and Concise: When writing your application, clarity is key. Use straightforward language and get to the point quickly. We appreciate well-structured applications that are easy to read, so make sure yours stands out for the right reasons!
How to prepare for a job interview at Highways Magazine
✨Know Your Stakeholders
Before the interview, research the key stakeholders you’ll be engaging with in this role. Understand their needs and how the Highways Service can improve their experience. This will show your commitment to building strong relationships and delivering outstanding customer service.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams or projects in the past. Highlight your ability to embed service standards and foster a culture of accountability. This is crucial for demonstrating that you can drive innovation and enhance the council’s reputation.
✨Be Data Savvy
Brush up on your analytical skills and be ready to discuss how you’ve used data to inform service planning and improvements. Mention any experience with performance dashboards or KPI frameworks, as this aligns perfectly with the role's requirements.
✨Communicate Clearly
Practice articulating your thoughts clearly and concisely. Given the importance of communication in this role, being able to convey complex ideas simply will set you apart. Consider preparing a brief pitch about how you would approach the customer enquiry process.
