Engagement and Customer Support Manager

Champion Customer Excellence: Highways Engagement & Customer Support Manager

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.

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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
📝 Interview Date: 9th to 13th February

Candidates who have previously applied and were unsuccessful need not reapply.

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Apply now and take the first step towards a fulfilling career with us! By joining Derbyshire County Council you will have access to a range of amazing rewards and employee benefits, including our generous annual leave scheme, excellent local government pension and fantastic employee discounts. To discover more detail about the rewards and benefits available to you, click here

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Important: Derbyshire County Council holds a sponsorship licence, but this role does not offer visa sponsorship. Please apply only if you already have the right to work in the UK without sponsorship, as applications that do not meet this requirement will be rejected.

We welcome applications from individuals who share our values — being Collaborative, Innovative, Empowered and Accountable. These values describe who we are and what we stand for as a council. They help shape our culture, encourage consistent behaviour and guide how we work together to make a positive difference for both our employees and the residents we serve.