At a Glance
- Tasks: Lead a team to enhance customer experience in highways and communities.
- Company: Suffolk County Council, dedicated to improving community services.
- Benefits: Generous leave, pension scheme, flexible working, and career development opportunities.
- Other info: Join a supportive team that values diversity and collaboration.
- Why this job: Make a real impact on local communities and shape their experiences.
- Qualifications: Experience in customer service or strong transferable skills in communication and problem-solving.
The predicted salary is between 48163 - 48163 £ per year.
Suffolk County Council is passionate about improving the future for our customers, our communities and the environment. If you are too, join us as a Customer Experience Manager and make a huge and meaningful impact. Your innovation and drive will help us to continue improving and evolving. Our opportunities and support will enable you to make a difference and leave a positive, lasting legacy.
Your role and responsibilities:
- As the Customer Experience Manager for Suffolk Highways, you'll play a central role in shaping how communities, councillors and partners experience our service.
- You'll lead a dedicated team, champion great communication, and ensure customers receive clear, timely and consistent information about the work happening on Suffolk's roads.
- Every day, you'll collaborate with colleagues across the partnership from contractors to the Customer Service Centre, helping everyone stay aligned and focused on delivering excellent service.
- You'll take ownership of key programmes, like the Councillor Highway Support function, representing us at a senior level with our partners, driving continuous improvement through engagement and proactive problem solving.
- Whether you are developing new processes, supporting staff to embed customer focused behaviours, or representing your service area, you'll be a trusted voice who brings people together and makes a meaningful difference.
This is a role for someone who enjoys variety, values strong relationships, and thrives in a space where communication, leadership and service quality truly matter.
What you will need:
- Our ideal candidate has experience in customer experience, communications or service delivery, but we're just as excited about people who can show strong transferable skills like relationship building, clear communication, problem solving and the ability to stay calm and organised in a busy environment.
- If you've supported teams, worked with a variety of stakeholders or helped improve processes in any setting, those strengths will serve you well here.
- While knowledge of highways or local government is helpful, it's not essential; what matters most is your willingness to learn, grow and collaborate.
- A positive approach, a genuine interest in people, and the confidence to lead conversations with councillors, colleagues and community groups will help you thrive.
If you share our commitment to great customer service and want to make a difference for Suffolk's communities, we'd love to hear from you.
The team exists to make sure Suffolk's communities feel informed, supported and genuinely heard, and that shared purpose is what brings us together every day. We're a friendly, collaborative group who take real pride in helping colleagues, councillors and residents navigate the busy world of highways with clarity and confidence.
We value openness, trust and teamwork, and we enjoy learning from one another's strengths and perspectives. We work in a hybrid way and we stay closely connected through regular check ins, shared problem solving and plenty of encouragement.
We're big believers in potential, possibility and the power of different ideas. We're always searching for ways to encourage, respect and enable everyone to be the best they can be. We want to represent the diverse communities we serve.
For more information, please contact Mark Kerridge (he/him) for a casual conversation. You can contact him by either calling 07799 646192 or emailing mark.kerridge@Suffolkhighways.org.
Closing date: 11.30 pm, 1 June 2026. Interview date: 17 June 2026.
This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment.
In return, you'll enjoy:
- up to 29 days annual leave entitlement (pro rata), plus UK bank holidays and two paid volunteering days
- membership of a competitive Local Government Pension Scheme (LGPS)
- travel, lifestyle, health and wellbeing benefits
- performance-related annual pay progression, in addition to an annual cost-of-living pay increase
- training and encouragement to expand your knowledge
- a variety of career development opportunities across our organisation
- diverse and active staff networks
- flexible working options, with the right to request flexible working from your first day
If you want to know more about our benefits, values and equality commitments please visit our Suffolk County Council careers website.
Customer Experience Leader - Highways & Communities in Ipswich employer: Suffolk County Council
Suffolk County Council is an exceptional employer dedicated to fostering a supportive and collaborative work environment where employees can thrive. With flexible working options, generous annual leave, and a commitment to professional development, we empower our team members to make a meaningful impact in the communities we serve. Join us in Ipswich, where your innovative ideas will help shape the future of customer experience in local government, all while enjoying a culture that values openness, trust, and teamwork.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Leader - Highways & Communities in Ipswich
✨Tip Number 1
Get to know the company culture! Before your interview, check out Suffolk County Council's values and mission. This will help you tailor your responses and show that you're genuinely interested in making a positive impact.
✨Tip Number 2
Practice your storytelling skills! Think of specific examples from your past experiences that highlight your customer service skills and problem-solving abilities. We want to hear how you've made a difference in previous roles.
✨Tip Number 3
Network like a pro! Reach out to current or former employees on LinkedIn to get insider tips about the role and the team. They might share valuable insights that can give you an edge during the interview.
✨Tip Number 4
Don't forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It shows professionalism and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Experience Leader - Highways & Communities in Ipswich
Some tips for your application 🫡
Read the Job and Person Profile:Before diving into your application, take a good look at the Job and Person Profile. It’s like your roadmap to understanding what we’re looking for, so you can tailor your application to hit all the right notes.
Craft a Compelling Supporting Statement:Your supporting statement is your chance to shine! Make sure to answer the specific questions provided, using real examples from your experience. We want to see how you've tackled challenges and made a difference in customer experience.
Keep it Professional but Personal:While we love a professional tone, don’t be afraid to let your personality shine through. Share your passion for customer service and how you connect with communities. We’re looking for someone who genuinely cares!
Submit Your Application Through Our Website:Make sure to apply through our website! It’s the easiest way for us to keep track of your application. Plus, you’ll find all the resources you need to make your application stand out.
How to prepare for a job interview at Suffolk County Council
✨Know Your Stuff
Before the interview, dive deep into Suffolk County Council's values and recent projects. Understanding their commitment to customer experience and community engagement will help you align your answers with their mission.
✨Showcase Your Skills
Prepare specific examples that highlight your experience in customer service, communication, and problem-solving. Use the STAR method (Situation, Task, Action, Result) to structure your responses and demonstrate how you've made a positive impact in previous roles.
✨Engage with the Interviewers
During the interview, don’t just answer questions—engage in a conversation. Ask insightful questions about the team dynamics and ongoing projects. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
✨Be Yourself
Suffolk County Council values authenticity and a positive approach. Don’t be afraid to let your personality shine through. Share your passion for improving customer experiences and how you can contribute to their mission of making a meaningful difference.
