Position
Suffolk County Council – Customer Experience Manager
Location and hours
Hybrid: Phoenix House, Ipswich, Suffolk IP1 5NP (remote options). 37 hours per week. Flexible working available.
Salary and contract
£48,163 per annum (pro rata for part time). Permanent contract.
Role and responsibilities
As the Customer Experience Manager for Suffolk Highways, you will shape how communities, councillors and partners experience our service. You will lead a dedicated team, champion great communication, and ensure customers receive clear, timely and consistent information about the work happening on Suffolk’s roads. Every day you will collaborate with colleagues across the partnership – from contractors to the Customer Service Centre – to stay aligned and focused on delivering excellent service.
- Take ownership of key programmes such as the Councillor Highway Support function, representing the service at senior level with external partners.
- Develop new processes and support staff in embedding customer‑focused behaviours.
- Represent your service area, building relationships with councillors, colleagues and community groups.
- Facilitate collaboration across the partnership, ensuring alignment on service delivery.
- Lead communication and continuous improvement initiatives through engagement and proactive problem‑solving.
Qualifications & experience
- Experience in customer experience, communications or service delivery – or strong transferable skills such as relationship building, clear communication, problem solving, and the ability to stay calm and organised in a busy environment.
- Experience supporting teams, working with diverse stakeholders or improving processes in any setting.
- Knowledge of highways or local government is helpful but not essential; willingness to learn, grow and collaborate is key.
- Positive approach, genuine interest in people, and confidence to lead conversations with councillors, colleagues and community groups.
- Commitment to great customer service and a desire to make a difference for Suffolk’s communities.
Equal opportunities and disability support
We welcome applications from all individuals, especially those from groups that are currently underrepresented in the organisation. We offer reasonable adjustments for disabled applicants. This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults.
Benefits
- Up to 29 days annual leave, plus UK bank holidays and two paid volunteering days.
- Competitive Local Government Pension Scheme.
- Travel, lifestyle, health and wellbeing benefits.
- Performance‑related annual pay progression and annual cost‑of‑living increase.
- Training and career development opportunities.
- Diverse and active staff networks.
- Flexible working options from day one.
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