At a Glance
- Tasks: Lead a team to enhance customer experiences and improve communication across Suffolk's highways.
- Company: Join Suffolk County Council, dedicated to making a positive impact in communities.
- Benefits: Enjoy flexible working, generous leave, and career development opportunities.
- Other info: Collaborative team culture with a focus on support and personal growth.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Experience in customer service or strong transferable skills in communication and problem-solving.
The predicted salary is between 48163 - 48163 £ per year.
At Suffolk County Council we're 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 make sure 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
Our 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. What motivates us most is knowing that the work we do has a direct, positive impact on people's daily lives. 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. It's a team where you'll feel supported, stretched and appreciated, and where your ideas can genuinely shape how we serve Suffolk.
Empowering Everyone
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. We welcome applications from all individuals, especially those from groups that are currently underrepresented in the organisation.
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.
How to apply
- Read the Job and Person Profile.
- Click Apply Now to start your online application.
- Upload a supporting statement answering specific questions.
- Upload a CV (without name and personal details).
Please note: Without a supporting statement and CV, your interest will not be progressed. Any supporting documents must be in either PDF or MS Word format.
Do you need any reasonable adjustments to help you to apply? If you are disabled and/or have additional support needs, you can request reasonable adjustments.
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 Manager in Ipswich employer: Suffolk County Council
Suffolk County Council is an exceptional employer that prioritises the well-being and development of its employees while making a meaningful impact on the community. With flexible working options, generous annual leave, and a commitment to professional growth, you will thrive in a supportive and collaborative environment where your ideas are valued. Join us in shaping the future of Suffolk's communities and enjoy the benefits of being part of a diverse team dedicated to excellent customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager in Ipswich
✨Tip Number 1
Network like a pro! Reach out to people in your field, especially those already working at Suffolk County Council. A friendly chat can open doors and give you insider info on the role.
✨Tip Number 2
Prepare for the interview by researching common questions for Customer Experience Managers. Think about how your past experiences align with the job description and be ready to share specific examples.
✨Tip Number 3
Show your passion for customer service during the interview. Share stories that highlight your problem-solving skills and how you've made a positive impact in previous roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining our team at Suffolk County Council.
We think you need these skills to ace Customer Experience Manager 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 in a Customer Experience Manager. Knowing the ins and outs will help you tailor your application to match our vibe!
Craft a Stellar Supporting Statement:Your supporting statement is your chance to shine! Make sure you answer the specific questions we've laid out, using real examples from your experience. Keep it concise but impactful – we want to see how you’ve tackled challenges and made a difference in customer experience.
Showcase Your CV Wisely:When uploading your CV, remember to keep it anonymous by removing your name and personal details. This helps us focus on your skills and experiences without bias. Highlight your relevant achievements and make sure it complements your supporting statement!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you don’t miss any important updates. Plus, it shows you’re keen on joining our team at Suffolk County Council!
How to prepare for a job interview at Suffolk County Council
✨Know Your Stuff
Before the interview, dive deep into Suffolk County Council's mission and values. Understand their approach to customer experience and how they engage with communities. This knowledge will help you align your answers with their goals and show that you're genuinely interested in making a difference.
✨Showcase Your Skills
Prepare specific examples from your past experiences that highlight your skills in customer service, communication, and problem-solving. Use the STAR method (Situation, Task, Action, Result) to structure your responses, making it easy for the interviewers to see how you've successfully handled similar challenges before.
✨Engage with the Interviewers
Remember, interviews are a two-way street! Prepare thoughtful questions about the role and the team dynamics. This not only shows your enthusiasm but also helps you gauge if the environment is the right fit for you. Ask about their current projects or how they measure success in customer experience.
✨Be Yourself
While it's important to be professional, don't forget to let your personality shine through. Suffolk County Council values openness and teamwork, so being authentic will resonate well with the interviewers. Share your passion for customer service and how you can contribute to their mission of improving community experiences.
