Customer Experience Manager (Redeployment 23484)

This advert is open to current redeployment Suffolk County Council staff only

At Suffolk County Council were passionate about improving the future for our customers our communities and the environment. If you are too join us as a Customer Experience Manager and make a huge and meaningful impact. Your innovation and drive will help us to continue improving and evolving. Our opportunities and support will enable you to make a difference and leave a positive lasting legacy.

Reimagine the possibilities.

Your role and responsibilities

As the Customer Experience Manager for Suffolk Highways youll play a central role in shaping how communities councillors and partners experience our service. Youll lead a dedicated team champion great communication and make sure customers receive clear timely and consistent information about the work happening on Suffolks roads. Every day youll collaborate with colleagues across the partnership from contractors to the Customer Service Centre helping everyone stay aligned and focused on delivering excellent service.

Youll take ownership of key programmes like the Councillor Highway Support function representing us at a senior level with our partners driving continuous improvement through engagement and proactive problemsolving.

Whether you are developing new processes supporting staff to embed customerfocused behaviours representing your service area youll be a trusted voice who brings people together and makes a meaningful difference.

This is a role for someone who enjoys variety values strong relationships and thrives in a space where communication leadership and service quality truly matter.

You will need

• Our ideal candidate has experience in customer experience communications or service delivery but were just as excited about people who can show strong transferable skills like relationshipbuilding clear communication problemsolving and the ability to stay calm and organised in a busy environment.
• If youve supported teams worked with a variety of stakeholders or helped improve processes in any setting those strengths will serve you well here.
• While knowledge of highways or local government is helpful its not essential; what matters most is your willingness to learn grow and collaborate.
• A positive approach a genuine interest in people and the confidence to lead conversations with councillors colleagues and community groups will help you thrive.

If you share our commitment to great customer service and want to make a difference for Suffolks communities wed love to hear from you.

You can view a full list of requirements in theJob and Person Profile (JPP) which you can find in the How to apply section towards the bottom of this advert.

If you believe you can succeed in this role apply. Even if you dont meet all requirements still apply. We would appreciate the opportunity to consider your application.

The team

Our team exists to make sure Suffolks communities feel informed supported and genuinely heard and that shared purpose is what brings us together every day.

Were a friendly collaborative group who take real pride in helping colleagues councillors and residents navigate the busy world of highways with clarity and confidence.

What motivates us most is knowing that the work we do has a direct positive impact on peoples daily lives.

We value openness trust and teamwork and we enjoy learning from one anothers strengths and perspectives.

We work in a hybrid way and we stay closely connected through regular checkins shared problemsolving and plenty of encouragement.

Its a team where youll feel supported stretched and appreciated and where your ideas can genuinely shape how we serve Suffolk

Empowering Everyone

Were big believers in potential possibility and the power of different ideas. Were always searching for ways to encourage respect and enable everyone to be the best they can be. We want to represent the diverse communities we serve. We welcome applications from all individuals especially those from groups that are currently underrepresented in the organisation as shown in our Workforce Equality Report.

For more information

Please contact Mark Kerridge (he/him) for a casual conversation. You can contact him by calling or emailing

How to apply

Step 1 - Read the Job and Person Profile (Word).

Step 2 - Click Apply Now to start your online application.

Step 3 -Upload asupporting statementanswering the following questions below (no more than 400 words per question). You should use theSupporting Statement template (Word).

1. Describe how you have managed escalated customer issues complaints or reputational risks including how you briefed senior leaders or elected members and ensured an appropriate response.

2. Give an example of when you used customer contact trends feedback or insight to drive continuous improvement in communication channels self-service or service delivery.

3. Tell us about a time you transformed a poor customer experience into a positive outcome

4. Tell us about a time you designed or delivered a communications or engagement plan for a diverse range of stakeholders.

Step 4 -Upload a CV (without name and personal details).

Please note:Without a supporting statement and CV your interest will not be progressed. Any supporting documents must be in either PDF or MS Word format.

For guidance on completing your application please see ourHow to Apply page.

Planning to use Artificial Intelligence (AI) Please ensure your application still reflects your own skills experience and ideas. If used inappropriately your application may not be processed. Please read ourguidance for using AI to understand whats acceptable.

Do you need any reasonable adjustments to help you to apply If you are disabled and/or have additional support needs you can request reasonable adjustments. You can do this by contacting our Recruitment Team ator. You can find examples of possible adjustments on ourReasonable Adjustment pages.

Closing date:11.30pm 28 May2026.

Interview date: 17 June 2026.

This authority is committed to safeguarding and promoting the welfare of children young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS (Disclosure and Barring Service) checks or police vetting will be required for relevant posts. #LI-Hybrid