shape how communities, councillors, and partners experience Suffolk Highways service
lead a dedicated team and champion great communication
ensure customers receive clear, timely, and consistent information about work on Suffolk’s roads
take ownership of key programmes and drive continuous improvement through engagement and proactive problem-solving
develop new processes and support staff in embedding customer-focused behaviours
represent the service area at a senior level with partners

experience in customer experience, communications or service delivery
strong transferable skills like relationship‑building, clear communication, problem‑solving and the ability to stay calm and organised in a busy environment
supported teams and worked with a variety of stakeholders
positive approach, genuine interest in people, and confidence to lead conversations

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

Customer Experience Manager

Key skills