Highways Support Officer

Hampshire County Council; United States; Remote; USD 35,000 - 48,000; Full time

Benefits offered by this job

Apprenticeships & qualifications

Annual leave 24 days

LGPS

Travel loans

Job summary

Hampshire County Council is seeking a Highway Support Officer to join the Highways Operation Centre. You will manage customer enquiries, confirm responsibility, issue formal correspondence, and coordinate with technical staff to balance operational needs with residents' interests.

In Encroachments you will process enquiries for obstructions, while in Licences you will handle new applications and issue licences for works.

Qualifications

• Strong communication and interpersonal skills to handle enquiries from residents and stakeholders.
• Proven ability to resolve issues with a customer‑focused approach.
• Good organisational skills and the ability to manage multiple enquiries efficiently.

Responsibilities

• Respond to customer enquiries and identify appropriate actions.
• Process encroachment and licence enquiries, confirming responsibility and issuing correspondence.
• Coordinate with technical staff to balance operational needs with residents' interests.
• Provide clear, timely information and maintain accurate records.

Skills

Customer service

Communication

Problem solving

Attention to detail

IT systems

Job description

An exciting opportunity has become available as a Highway Support Officer in our busy Highways Operation Centre. Our Highways Support Officers play a vital role in managing customer enquiries and ensuring that appropriate actions are identified and taken. It is essential that we communicate effectively with our customers and stakeholders so that we deliver our statutory duties professionally and resolve enquiries efficiently at the earliest opportunity. This role sits within the Highways Licences and Encroachments Team. In Encroachments, you will process enquiries where an obstruction or encroachment has been identified. You will be responsible for confirming responsibility, issuing formal correspondence, using available information sources, and managing related communications and queries. In Licences, you will process new applications and issue approved licences for the works required across Hampshire, ensuring that any discrepancies in the information provided are identified, challenged and clarified with the applicant. You will work closely with technical staff to achieve outcomes that balance operational needs with the needs of residents.

What you'll do

You’ll be joining an integral role in supporting the delivery of Hampshire Highways Service. We are striving to deliver an outstanding service that is efficient and cost effective, whilst meeting the needs of Hampshire's residents and our partners. We're always seeking opportunities for continuous improvement and looking to add value to the overall picture. You’ll play a vital role in the delivery of our core services and processes. A confident communicator and a dynamic problem solver, you will have a good eye for detail excelling in excellent customer service and be comfortable working with IT systems. Above all, you’ll be self-motivated, flexible and share our commitment to a culture of continuous improvement. We are a Disability Confident Employer - committed to ensuring that our recruitment and selection process is inclusive and accessible.

If you enjoy a fast‑paced, evolving working environment, and are a quick learner looking to develop your skills, all while challenging yourself within a growing team, then we’d love to hear from you. We can offer you a rewarding career with great developmental opportunities, including access to apprenticeships and nationally recognised qualifications. We will encourage you and support you to develop a range of skills and in‑depth service knowledge.

Hampshire County Council is a flexible employer interested in making the most of your skills and offers a great work life balance. We will also invest in you through our internal development programmes and training. Hampshire County Council offers a competitive benefits package and you will be afforded:

• Access to apprenticeships and nationally recognised qualifications
• Competitive annual leave entitlement, starting from 24 days’ holiday full‑time equivalent, plus bank holidays
• Access to the Local Government Pension Scheme
• Employee loans for travel costs

To help you meet your work and domestic commitments, we have a variety of flexible working arrangements available. These include part‑time, flexi‑time and home‑working. These can be used where operational requirements can be met. We are based in a city‑centre building with access to excellent facilities and close to local transport links. Hampshire County Council offers a competitive salary and benefits package, please see our website for details: Benefits Package.