Highways Customer 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

INTERNAL VACANCY

City of York Council are excited to announce that they are seeking a Highways Customer Officer. Reporting directly to the Head of Highways Asset Management this is an important, customer facing role supporting the provision of excellent customer service functions.

INTERNAL VACANCY

City of York Council are excited to announce that they are seeking a Highways Customer Officer. Reporting directly to the Head of Highways Asset Management this is an important, customer facing role supporting the provision of excellent customer service functions.

In this role you will be experienced in working with a diverse range of customers and stakeholders with a proven ability to manage significant workloads and find collaborative solutions to ensure your work supports the effective delivery of the service.

Active management and monitoring of all customer contact enquiry systems is core to the success of this role, the postholder will take the lead role in coordinating responses to public enquiries, partner/stakeholder enquiries councillor enquiries, complaints and Freedom of Information requests. In doing so the HCO will contribute to streamlining processes whilst taking initial load from operational managers.

An in depth understanding of council service areas would be a distinct advantage, it is essential that the postholder demonstrates the ability to develop and maintain effective relationships with other teams.

The Highway Asset Management service manages a wide range of assets across the city including:

• Active travel networks and assets
• Roads (including signage and lining)
• Footways
• Drainage
• Street Lighting
• York City Walls

This role has a significant part to play in raising the bar in terms of how Highways teams interact with the community, thereby reducing avoidable complaints and the delivery of a more efficient and effective service.

Hybrid working arrangements are available for this role. Each role at CYC is different and your working arrangements will be determined based on the requirements of the role and in collaboration with you and your needs as part of the recruitment process. Your contractual location will be the designated council office for your team.

The Council is committed to investing in the talent and wellbeing of our staff and can offer a generous annual leave allowance, access to the Local Government Pension Scheme, comprehensive Health & Wellbeing initiatives and a reward package which recognises your contribution. We can offer flexible working practices, community engagement and volunteer activities and, as part of our commitment to you, promote continuous Learning & Development. In addition we also offer a growing range of discounts, rewards and savings.

For further information or an informal discussion please contact Steve Wragg (Head of Highways Asset Management) [e-mail] or on 07767 318116

Closing date: Sunday 29th November2026 at 12 midnight

Interview date: Week commencing Monday 14th December 2026

Internally advertised posts are only open to CYC, WWY and Be Independent employees. Explore and Veritau employees are not eligible to apply for these posts.