At Suffolk County Council we’re 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, you’ll play a central role in shaping how communities, councillors and partners experience our service. You’ll lead a dedicated team, champion great communication, and make sure customers receive clear, timely and consistent information about the work happening on Suffolk’s roads. Every day, you’ll collaborate with colleagues across the partnership from contractors to the Customer Service Centre, helping everyone stay aligned and focused on delivering excellent service.
You’ll 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 problem‑solving.
Whether you are developing new processes, supporting staff to embed customer‑focused behaviours, representing your service area, you’ll 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.
What you will need
You can view a full list of requirements in the Job and Person Profile, 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 don't meet all requirements, still apply. We would appreciate the opportunity to consider your application.
The team
Our team exists to make sure Suffolk’s communities feel informed, supported and genuinely heard, and that shared purpose is what brings us together every day.
We’re 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 people’s daily lives.
We value openness, trust and teamwork, and we enjoy learning from one another’s strengths and perspectives.
We work in a hybrid way and we stay closely connected through regular check‑ins, shared problem‑solving and plenty of encouragement.
It’s a team where you’ll feel supported, stretched and appreciated, and where your ideas can genuinely shape how we serve Suffolk.
Empowering Everyone
We’re big believers in potential, possibility and the power of different ideas. We’re 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 either calling 07799 646192 or emailing mark.kerridge@Suffolkhighways.org
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 the Supporting Statement template (Word)
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 our How 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 our guidance for using AI to understand what’s 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 by either emailing recruitment@suffolk.gov.uk or calling 03456 014412 You can find examples of possible adjustments on our Reasonable Adjustment pages
Closing date: 11.30 pm, 1 June 2026.
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
As a modern and effective council, we offer a wide variety of careers to suit people with a range of skills, abilities and ambitions. We offer working options that flex to reflect the way people work today and take the time to understand and support your individual needs. We’re driven to make a positive difference to the world around us and encourage everyone with drive and focus to join us and build an influential and impactful career. Reimagine the possibilities.
In return, you’ll enjoy:
If you want to know more about our benefits, values and equality commitments please visit our Suffolk County Council careers website (careers.Suffolk.gov.uk)
Reimagine the possibilities.
As one of the largest employers in Suffolk, we have a huge variety of exciting careers to offer people as keen to make a positive impact on the world around them as we are.
As a modern, flexible, and effective council, we’re driven to make a difference to the environment, the communities we serve, and the careers of our people. We explore innovative ways to encourage, respect, and enable everyone to be the best they can be.
By creating meaningful connections with our people and our partner organisations, we’ve built a culture of mutual collaboration, trust, and respect where everyone is supported to be their authentic selves.
We aim to inspire and empower. To improve and evolve. To develop and innovate. To take pride and ownership of the world around us and ensure that we leave a positive and lasting legacy. That’s why it’s time to reimagine a career with the council and take a fresh look at what we can offer you.
