Job Description

Our client, a Leading Civil engineering company are actively seeking a Communications & Customer Services Manager to manage their internal & external communications.

Key Responsibilities

Communications

• Develop and implement internal and external communications strategies and annual plans.
• Create and deliver content for public, corporate, sustainability, and employee campaigns.
• Manage stakeholder relationships including media, public, partners, and internal teams.
• Support senior leadership profiling and manage agency/vendor relationships.
• Monitor industry trends and continuously improve communication tools and processes.
• Prepare project-specific communication plans, customer impact assessments, and stakeholder notifications.
• Oversee outage notifications and liaise with critical stakeholders (e.g. schools, hospitals).
• Attend regular site visits and client meetings to support ongoing projects.

Customer Service

• Lead issue management, crisis communications, and complaints resolution.
• Ensure compliance with customer service KPIs and contractual obligations.
• Manage CRM and telephone systems, ensuring timely and professional customer interactions.
• Liaise with client teams on complaints, claims, and service delivery.
• Audit service quality and drive improvements in efficiency and customer satisfaction.
• Develop service procedures, maintain accurate records, and ensure GDPR compliance.
• Foster strong interdepartmental collaboration and customer relationships.
• Provide regular KPI reports and strategic insights to senior management.

Leadership

• Lead, mentor, and develop the Customer Service Team.
• Promote a positive team culture and high performance.
• Coordinate cross-functional teams to ensure a consistent customer experience.

Candidate Profile

• Experience:

  • 5+ years in communications/marketing, ideally in construction or utilities.
  • 3+ years in a managerial role leading high-performing teams.

• Education:

  • Degree in Communications, Marketing, Business, or related field.

• Skills & Attributes:

  • Strong written and verbal communication.
  • Proven media relations and internal communications experience.
  • Strategic thinker with attention to detail and ability to meet deadlines.
  • Proficient in Microsoft Office; CRM experience preferred.
  • Full clean driver’s license.
  • Confident, collaborative, and results-driven.

  Why Apply with Sonas?

  Expertise: Specialists in Engineering and Technical talent solutions.
  Market Insights: Access to the best salaries, rates, and benefits on offer.
  Direct Connections: We ensure your CV gets noticed by the right hiring managers.
  Seamless Process: One point of contact for applications, interviews, and negotiations.

  For more information or to apply directly, email jake.kavanagh@sonastechnical.com or apply directly on Indeed