Customer Experience Manager in Ipswich

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.

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, as shown in our Workforce Equality Report.

For more information

Please contact Mark Kerridge (he/him) for a casual conversation. You can contact him by calling 07799 646192 or emailing Mark.Kerridge@Suffolkhighways.org.

How to apply

• Step 1 - Read the Job and Person Profile (Word).
• Step 2 - Click ‘Apply Now’ to start your online application.
• Step 3 - Upload a supporting statement answering the following questions below (no more than 400 words per question). You should use the Supporting Statement template (Word).
• Describe how you have managed escalated customer issues, complaints or reputational risks, including how you briefed senior leaders or elected members and ensured an appropriate response.
• Give an example of when you used customer contact trends, feedback, or insight to drive continuous improvement in communication channels, self-service, or service delivery.
• Tell us about a time you transformed a poor customer experience into a positive outcome.
• Tell us about a time you designed or delivered a communications or engagement plan for a diverse range of stakeholders.

Step 4 - 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.

For guidance on completing your application, please see our How to Apply page.

Planning to use Artificial Intelligence (AI)? Please ensure your application still reflects your own skills, experience and ideas. If used inappropriately, your application may not be processed. Please read our guidance for using AI to understand what’s acceptable.

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. You can do this by contacting our Recruitment Team at recruitment@suffolk.gov.uk or 03456 014412. You can find examples of possible adjustments on our Reasonable Adjustment pages.

Closing date: 11.30pm, 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. DBS (Disclosure and Barring Service) checks or police vetting will be required for relevant posts.