Senior Customer Service Development & Regional Engagement Lead

£40,188 - £44,208 a year

This is an exciting new role in a newly created customer services team. The team is part of the Operations directorate that is responsible for the Traffic Officer Service, our contact centre, national traffic operations the seven regional control centres and all of the regular maintenance on all of our roads. You will be responsible for: Mapping and building strong links with a wide and diverse range of internal stakeholders Working closely with regional operational and central project teams to deliver improvements to customer services Utilising customer insight and performance data to provide quality analysis and recommendations to senior leaders on areas for improvement Delivering targeted, bespoke customer service projects that deliver tangible benefits to internal and external customers To lead on the delivery and implementation of specified areas within the Operations Customer Service Strategy Supporting the Team Leader and Head of Section in promoting Customer Services across the directorate and organisation This role does involve some travel - mainly to Highways England offices around the country. About you Strong customer service experience in a dynamic environment Solid project management experience Positive attitude, outgoing and highly pro-active with a proven track record of delivery Very strong communication (written and verbal) and inter-personal skills with an ability to negotiate successfully with, sometimes, challenging stakeholders The ability to analyse customer financial and/or performance data to identify areas for improvement and present those findings persuasively and cogently Applying: Please see role profile All applications must be accompanied with a current CV which will be used to assess your suitability for the role. Please ensure all the skills, experience and qualifications requested are clearly demonstrated in your CV as explained in the body of the advert. All applicants must provide their right to work documentation at interview stage, such as a valid passport. Please note that Highways England reserve the right to close the advert before the advertised closing date should a sufficient response have been received. Therefore, please complete your application as soon as possible to avoid disappointment. Work Locations: GB-GB-Manchester Piccadilly Gate Store Street Manchester M1 2WD Job: Operational Delivery Employee Status: Regular External advertised salary: £40,188 - £44,208