Highways Customer Service Manager
| Dyddiad hysbysebu: | 26 Chwefror 2026 |
|---|---|
| Cyflog: | £55,057 i £58,829 bob blwyddyn |
| Gwybodaeth ychwanegol am y cyflog: | Local Governement Pension |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 05 Mawrth 2026 |
| Lleoliad: | Chichester, West Sussex, PO20 2AJ |
| Gweithio o bell: | Hybrid - gweithio o bell hyd at 2 ddiwrnod yr wythnos |
| Cwmni: | West Sussex County Council |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | EIE01521_1772101926 |
Crynodeb
Salary: £55,057 to £58,829 per annum
Contract Type: Permanent
Working Pattern: Full time - 37 hours per week
Location: Currently based at various sites in Chichester due the temporary closure of Durban House, with hybrid working and some countywide travel required dependant on the needs of the service.
We do reserve the right to close this advertisement early if we receive a high volume of suitable applications. We encourage you to submit your application at your earliest convenience.
Do you have excellent people management skills and communication skills?
Are you a pragmatic problem solver who can appreciate the impact on decisions taken and how they affect the wider service?
Can you challenge existing practices and identify innovative solutions?
If so, then you might be the person we are looking for to join us as one of our Highways Customer Service Manager in our Highways, Transport and Planning Directorate.
The successful candidate will be part of the Local Highway Operations Service, which provides the operational management of Highways, Countryside and Public Rights of Way for West Sussex County Council. Our key focus for this front-line service is how we interact with our customers to provide an excellent level of customer service. We ensure those that engage with the County Council feel listened to and well informed about the highway network they are using. Our Customer Service Hub is central to this and provides specialist technical support and advice to customers and our Customer Service Centre.
In addition to this, the Customer Service Manager will also be responsible for the delivery of the business administration function to internal customers within Highways Transport and Planning Directorate.
This role is responsible for the management of a team of Customer Service Officers, a team of business administration and the business support function which supports the daily running of the Depots and the management of these. So, you will be responsible for the performance management of the teams as well as the coordination, planning and delivery for the service in these areas.
As an employer we recognise that it is our employees that are central to everything we do. We aim to create a supportive and dynamic working environment where employees can achieve their full potential, achieve a healthy work-life balance and are rewarded for the work they do. Upon joining us you will have access to a range of benefits including the following:
For a full list, please visit our Rewards and Benefits page.
The Opportunity
In this role, aside from the management of the teams you lead, you will proactively engage with the local community and councillors to ensure they are kept up to date with planned activity across highways.
You will look to continuously review and improve the customer journey, keep your teams customer focused and ensure our customers are kept up to date. You will review trends within customer enquiries and be proactive in ensuring information gets shared to reduce further enquiries where possible.
You will work service wide and with relevant stakeholders to ensure our website and social media channels contain the most up to date information to allow customers to self-serve.
About you
To be successful in this role, some of the key skills and experience required include:
- Demonstratable experience of delivering and coordinating a quality customer focused service to others.
- Experience of making sound decisions and problem solving whilst ensuring awareness of the bigger service impact.
- Excellent communication skills to provide comprehensive professional advice and support. This will also enable you to persuade, influence and negotiate on challenging topics to a wide range of stakeholders and partners.
- Research and knowledge management skills so you can analyse and make judgements.
- Ability to challenge existing practices and develop innovative solutions to improve the service.
- Effective people management and performance management skills and demonstratable experience of this are important as well as ensuring the team work in a collaborative way.
- Experience of managing resources and budgets to deliver the service.
- Sound and accurate IT knowledge including Microsoft packages.
For more information on the Key Skills as well as the Qualifications and/or experience required, please refer to the Job Description attached.
About us
Local Highway Operations sits within the Highways, Transport and Planning directorate at West Sussex County Council. The team is central to delivering services and protecting its people and assets.
We do all we can to ensure that residents and those using our services are able to do so as efficiently and safely as possible. Our teams work closely with residents, other departments, external partners, stakeholders, regional/national government, and our elected representatives to deliver the key outcomes required in the corporate West Sussex Plan and the West Sussex Transport Plan.
Further information
The reference number for this role is EIE01521.
To apply, please follow the links below to complete an application form and upload your CV. In your application, please outline your motivations for applying and explain how you meet the key skills listed in full and the experience you can bring to the role (please refer to the key skills) ensuring that any gaps in employment are covered in your CV. Please ensure you have saved the job description attached to the main advert on our website as, once the job has closed, you may not have the opportunity to download again.
We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. This post is subject to 3 years referencing and a health check.
Equity, inclusion and accessibility is very important to West Sussex County Council. We welcome and encourage applications from everyone, as this helps us build a diverse and talented workforce, that reflects the communities we serve. We ensure our approach to recruitment is flexible and supportive to enable all applicants to be at their best and to ensure they have the best possible chance of success.
We operate a guaranteed interview scheme for applicants that have a disability, are a veteran or are a care leaver. More information can be found on our application help page.