Engagement and Customer Support Manager

Connected Local Government; East Midlands; On-site; GBP 80,000 - 100,000; Full time

Job summary

A local government authority in Derbyshire is seeking a Highways Engagement & Customer Support Manager. This role involves leading customer engagement initiatives and ensuring a consistent, high-quality experience for residents. Candidates should have extensive customer service management experience in the public sector, strong leadership skills, and excellent analytical abilities. The position offers generous benefits, including flexi time, annual leave, and wellbeing support.

Benefits

Flexi Time Scheme

Generous Annual Leave Scheme

Local Government Pension Scheme

Wellbeing Support Framework

Electric/Plug-in Hybrid Vehicle Salary Sacrifice Scheme

Derbyshire Rewards

Qualifications

• Extensive experience managing customer service functions in a local authority or public sector environment.
• Proven ability to develop engagement strategies that improve public satisfaction and trust.
• Strong leadership skills with experience embedding service standards and accountability.

Responsibilities

• Lead the development and implementation of a comprehensive stakeholder engagement strategy.
• Manage the customer enquiry process, ensuring timely, consistent, and high-quality responses.
• Develop and maintain performance dashboards and KPI frameworks.

Skills

Customer service management

Stakeholder engagement strategies

Leadership

Communication skills

Analytical skills

Education

Degree in public administration or related field

Job description

Are you passionate about delivering outstanding customer service and building strong stakeholder relationships? We’re looking for a dynamic Highways Engagement & Customer Support Manager to lead our customer enquiry and engagement functions, ensuring a consistent, high-quality experience for residents and partners across Derbyshire.

This is a fantastic opportunity to shape how the Highways Service communicates, responds, and improves. You’ll play a key role in embedding a customer-first culture, driving innovation, and enhancing the council’s reputation through effective engagement and transparent reporting.

About the Role

• Lead the development and implementation of a comprehensive stakeholder engagement strategy.
• Manage the customer enquiry process, ensuring timely, consistent, and high-quality responses.
• Develop and maintain performance dashboards and KPI frameworks to monitor service delivery.
• Collect and analyse customer feedback to inform service planning and continuous improvement.
• Collaborate with corporate communications to align messaging and public engagement activities.
• Oversee financial reporting and use live data to support strategic decision-making.
• Act as a key liaison for escalated or complex customer issues, ensuring resolution aligns with council values.

About You

• Extensive experience managing customer service functions in a local authority or public sector environment.
• Proven ability to develop engagement strategies that improve public satisfaction and trust.
• Strong leadership skills with experience embedding service standards and fostering a culture of accountability.
• Excellent communication and analytical skills, with the ability to interpret data and drive improvements.
• Ability to manage conflicting priorities and deliver outcomes under pressure.

Essential Qualifications and Experience

• Degree or equivalent qualification in public administration, communications, highways management, or related field.
• Evidence of continuous professional development in customer service or stakeholder engagement.
• Experience in financial reporting and performance management.
• Driving licence and flexibility to work across Derbyshire.

Desirable

• Membership of relevant professional bodies (e.g., IRF, CIPR, CIM, IoIC).
• Experience in digital transformation and CRM systems.
• Involvement in public consultation or community engagement programmes.

Support & Benefits

• Flexi Time Scheme: Up to two days flexi leave every four weeks (pro rata for part-time employees), subject to service needs.
• Generous Annual Leave Scheme: Ensures a healthy work-life balance.
• Local Government Pension Scheme: Provides financial security.
• Wellbeing Support Framework: Includes OH physician services, physiotherapy, CBT, and in-house counselling.
• Employee Wellbeing Support: Fast track physiotherapy, confidential psychological support services, Employee Assistance Programme, and “Wisdom” app.
• Electric/Plug-in Hybrid Vehicle Salary Sacrifice Scheme: Encourages environmentally friendly commuting options.
• Our Derbyshire Rewards: a package of benefits and discounts.

Apply Now

If you’re a strategic thinker with a passion for customer service and stakeholder engagement, we’d love to hear from you! Join us and help shape a responsive, customer-focused Highways Service for Derbyshire.

📅 Closing Date: Sunday 1st February 2026

To apply please click theApply Nowlink below.