Careers Login
Click Here

Title Programme Customer Service Coordinator
Ref HE/3847
Directorate Major Projects
Preferred Location 1x Guildford/Bristol 1x Manchester/Leeds 1x Birmingham/Bedford
Salary £33,340-£36,674
Number of Positions 1
Working Pattern Full Time
Closing Date 27 Apr 2017

About Us

We are responsible for operating, maintaining and improving England’s motorways and major A roads. Consider that a third of all traffic, two thirds of heavy goods vehicles, and 98% of UK businesses rely on them, and you can see why our roads, and what we do, matters so much.

It’s why we’re so grateful to our c 4,500 employees around the country. When you work with us, you're helping to connect communities, sustain business and support the economy. And with responsibility for major projects, working here is also a great move for your career.

Job Description

The Role:

Reporting to the Programme Customer Services Manager the post holder will:

  • Support delivery of enhanced customer service requirements in line with the Regional Investment Programme Customer Service Delivery Plan which supports the Corporate Customer Service Strategy
  • Provide support to the regions for all customer service activity for the Regional Investment Programme to meet business needs and to support raising and maintaining customer service levels.

Day to Day:

  • Working with the internal Regional Investment Programme Stakeholders, ensure Customer Service standards enhance the Health, Safety and wellbeing of HE employees, the supply chain and our customers
  • Working as partnership with the Programme Customer Services Team to develop appropriate products and to provide a joined up service for the Regional Investment Programme
  • Being an active part of the customer services team, championing the customer and stakeholder agenda; and supporting the change from a programme to project approach
  • Supporting Sponsors, Regional Sponsors and project teams in all aspects of customer service
  • Assuring customer service within the regions allocated; providing constructive challenge as required
  • Promoting a culture of continuous improvement within the regions and its constituent projects
  • Working with Suppliers to ensure that projects maximise benefits to customers, both during delivery, completion and handover into operation and maintenance
  • Demonstrating personal credibility and capability across the function to form strong and influential and collaborative relationships between self, managers, peers and our supply partners.
  • Providing a source of authoritative advice on customer service policy and practice to managers and others with a programme delivery environment.

About you: 

  • Experience of working in a customer relationship environment.
  • Proven experience of working to tight deadlines in a complex structured project and programme management environment.
  • Proven communication skills, including the ability to deliver impactful presentations and workshops with groups of people both within the organisation and externally.
  • Proven experience of initiating and developing effective relationships with internal and external stakeholders.
  • Proven experience of being able to work with, and adjust approach and style towards, all people in the organisation, from support staffs to directors.

We look forward to hearing from you. So we can really get to know you and what you can offer, please include a CV with your application.

You’re also encouraged to include a covering note explaining how you're a great match for us: tell us how your skills, experience and qualifications meet the role, and Highways England, requirements.

And to avoid disappointment, please apply as soon as possible. We’re expecting this role to be popular, so we may need to close the advert early if response is strong.

Help keep England moving.

Apply at

Download Full Job Description

Job Profile document Download