At a Glance
- Tasks: Lead a team to enhance customer experience and improve communication in Suffolk's highways.
- Company: Suffolk County Council, dedicated to community improvement and environmental sustainability.
- Benefits: Flexible working hours, competitive salary, and a supportive team environment.
- Other info: Join a collaborative team that values diversity and personal growth.
- Why this job: Make a meaningful impact on local communities 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.
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 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).
- 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.
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.
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.
Customer Experience Manager (Redeployment 23484) in Ipswich employer: Suffolk Jobs Direct
Suffolk County Council is an exceptional employer that prioritises the well-being of its employees while making a significant impact on local communities. With a strong focus on collaboration, innovation, and personal growth, the role of Customer Experience Manager offers a supportive work culture where your ideas are valued and can lead to meaningful change. Enjoy flexible working options in a hybrid environment, alongside opportunities for professional development, as you contribute to enhancing customer experiences across Suffolk's highways.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager (Redeployment 23484) in Ipswich
✨Tip Number 1
Get to know the team and the role! Before your interview, do a bit of research on Suffolk County Council and the Customer Experience Manager position. Understanding their values and how they serve the community will help you connect your experience to what they’re looking for.
✨Tip Number 2
Practice makes perfect! Think about common interview questions related to customer experience and service delivery. Prepare your answers with specific examples that showcase your skills in problem-solving and communication. We want to hear how you’ve made a difference in past roles!
✨Tip Number 3
Show your passion! During the interview, let your enthusiasm for improving customer experiences shine through. Talk about why you care about community service and how you can contribute to making Suffolk’s roads better for everyone.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your appreciation for the opportunity and reinforces your interest in the role. Plus, it’s a great chance to reiterate how you can add value to their team!
We think you need these skills to ace Customer Experience Manager (Redeployment 23484) 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 packed with info on what we’re looking for, so you can tailor your application to show us how you fit the bill.
Craft Your Supporting Statement:When writing your supporting statement, make sure to answer the specific questions we've asked. Use real examples from your experience that highlight your skills in customer service and communication. Keep it clear and concise!
Showcase Your CV:Don’t forget to upload a CV that highlights your relevant experience. Remember, it should be without your name and personal details, so we can focus on your skills and achievements without bias.
Apply Through Our Website:We encourage you to apply through our website. It’s the best way to ensure your application gets to us directly. Plus, it’s super easy to follow the steps laid out there!
How to prepare for a job interview at Suffolk Jobs Direct
✨Know Your Stuff
Before the interview, make sure you thoroughly understand Suffolk County Council's mission and values. Familiarise yourself with their customer experience initiatives and think about how your past experiences align with their goals. This will help you demonstrate your genuine interest in the role.
✨Showcase Your Communication Skills
As a Customer Experience Manager, strong communication is key. Prepare examples of how you've effectively communicated with diverse stakeholders in the past. Think about times when you’ve resolved issues or improved processes through clear dialogue, as this will resonate well with the interviewers.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Reflect on past experiences where you managed escalated customer issues or transformed negative experiences into positive outcomes. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Emphasise Teamwork and Collaboration
Suffolk County Council values teamwork, so be ready to discuss how you've worked collaboratively in previous roles. Share specific examples of how you’ve built relationships with colleagues and stakeholders to achieve common goals, highlighting your ability to lead and support others.
