Engagement and Customer Support Officer

Connected Local Government; East Midlands; On-site; GBP 25,000 - 35,000; Full time

Job summary

A local government organization in the East Midlands is seeking a Highways Engagement & Customer Support Officer to enhance public communication strategies and customer service. This role involves developing engagement plans, creating multi-channel content, and responding to public inquiries. Ideal candidates should possess strong communication skills and experience in customer service, especially within a public sector context. Join a team committed to transparency and community engagement while enjoying flexible leave and wellness support.

Benefits

Flexi Time Scheme

Generous Annual Leave Scheme

Local Government Pension Scheme

Wellbeing Support Framework

Employee Wellbeing Support

Electric Vehicle Salary Sacrifice Scheme

Derbyshire Rewards

Qualifications

• Experience in communications and customer service.
• Proven experience creating multi-channel content.
• Strong understanding of customer service principles.

Responsibilities

• Develop engagement plans for projects.
• Create multi-channel content including social media posts.
• Respond to customer enquiries on time.

Skills

Excellent communication

Customer service

Content creation

Social media engagement

Data analysis

Education

Relevant professional qualification or significant experience

Tools

CRM systems

Digital engagement platforms

Job description

Are you passionate about delivering exceptional customer service and creating engaging communications? We’re looking for a proactive and creative Highways Engagement & Customer Support Officer to join our Highways Engagement & Partnership team. This is your chance to make a real difference by ensuring residents, Members, and stakeholders are informed, involved, and supported.

About the Role

You’ll play a key role in shaping how Derbyshire Highways communicates with the public. From crafting clear, accessible content to managing social media engagement and responding to enquiries, you’ll help maintain public confidence in our services. You’ll support consultations, Member briefings, and community outreach, ensuring transparency and responsiveness at every stage.

Key Responsibilities

• Develop and deliver engagement plans for projects and consultations.
• Create multi-channel content including letters, social media posts, videos, and web pages.
• Respond to customer enquiries via social media, email, and phone, ensuring timely and accurate resolution.
• Coordinate communications during planned works and emergencies.
• Monitor feedback and performance data to identify trends and recommend improvements.
• Collaborate with internal teams, elected Members, and external partners to deliver joined-up service responses.

About You

You’ll be an excellent communicator with strong writing skills and a flair for visual storytelling. You’ll have experience in customer service and engagement, ideally within a highways or public sector setting. You’ll be confident using social media and digital tools, and able to manage competing priorities in a fast-paced environment.

Essential Qualifications and Experience

• Relevant professional qualification or significant experience in communications and/or customer service.
• Proven experience creating multi-channel content and managing social media engagement.
• Strong understanding of customer service principles and public sector standards.
• Ability to analyse feedback and performance data to drive improvements.

Desirable

• Membership of professional bodies (e.g., CIPR, CIM, IoIC).
• Experience supporting public consultations and engagement activities.
• Familiarity with CRM systems and digital engagement platforms.

Why Join Us?

• Make a real impact on how communities engage with Derbyshire Highways.
• Work in a collaborative, innovative environment.
• Opportunities for professional development and career progression.
• Be part of a team committed to transparency, customer focus, and continuous improvement.

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 creative, customer-focused, and ready to help shape the future of highways engagement, we’d love to hear from you!

📅 Closing Date: Sunday 1st February 2026

To apply please click the Apply Now link below