Highways Customer Experience Officer

City of York Council; York and North Yorkshire; Hybrid; GBP 32,000 - 45,000; Full time

Benefits offered by this job

Generous annual leave

Local Government Pension Scheme

Flexible working practices

Job summary

City of York Council seeks a Highways Customer Officer reporting to the Head of Highways Asset Management to deliver excellent customer service. The role is customer-facing and requires handling diverse enquiries with professional responsiveness.

You will manage workloads, coordinate responses to public and councillor enquiries, complaints and FOI requests, and help streamline processes while building strong relationships with other teams. Hybrid working is available.

Qualifications

• Experience in working with a diverse range of customers and stakeholders.
• Ability to manage significant workloads and find collaborative solutions.
• Develop and maintain effective relationships with other teams.

Responsibilities

• Active management and monitoring of customer contact enquiry systems.
• Lead role in coordinating responses to public enquiries, councillor enquiries, complaints and FOI requests.
• Contribute to streamlining processes and reducing load on operational managers.

Skills

Customer service

Stakeholder liaison

Job description

City of York Council seeks a Highways Customer Officer reporting to the Head of Highways Asset Management to deliver excellent customer service. The role is customer-facing and requires handling diverse enquiries with professional responsiveness.

You will manage workloads, coordinate responses to public and councillor enquiries, complaints and FOI requests, and help streamline processes while building strong relationships with other teams. Hybrid working is available.