About the role
The Highways team provide statutory services that all residents of North Northamptonshire use.
The Highways team is responsible for providing a safe road network that operates efficiently and effectively, providing strategic direction for the future development of highways assets, public transport, active travel and all road users, being mindful of budget constraints, legislation and the sustainability agenda. The team also fulfils the Council’s duty to ensure the safe travel of eligible students to school.
The Waste team provides waste and recycling collection to all households and a street-cleaning service across North Northamptonshire. The team also arranges for the disposal of all waste and runs a network of Household Waste and Recycling Centres.
The post holder will support the team to provide information to customers, including local Members and MPs, through the website and correspondence. They will be responsible for meeting customers and dealing with highway enquiries on site to help develop solutions.
The position is office-based working predominantly from Sheerness House, Kettering, but will involve occasional site visits around North Northamptonshire.
North Northamptonshire operates a flexible working arrangement to enable colleagues to work remotely or from different locations depending on the needs of their role.
What will you be doing?
The main areas of work that this role will cover include:
Supporting the highways team in providing excellent customer services by responding to customer enquiries and complaints, local Member and MP enquiries in an efficient and timely manner.
Dealing with customer enquires within area of responsibility and coming up with solutions to resolve problems.
Working with other teams across the service, as well as our contractors, to gather the necessary information to ensure timely and comprehensive responses to our customers. In doing so, to ensure actions are put in place to resolve service failures and to identify opportunities to improve the way we deliver services.
Working with the Council’s Customer Services teams to develop and maintain an efficient process for handling enquiries and to implement the Council’s strategy to develop a single Customer Services Team and Customer Relationship Management system.
Manage and support the Assistant Liaison Officer in helping delivering excellent customer service.
Provide support to the wider highways team when needed.
About you
You will have:
Experience of working in a customer service-oriented team with knowledge, and experience of using, customer relationship management systems.
Experience of working in collaborative partnerships across a service and organisation with similar complexity and size to the Council.
Knowledge of highways services and highway engineering solutions and how to apply them to solve local problems.
Knowledge and understanding of the importance of effective communications.
Excellent IT skills including Microsoft Office and GIS systems (in order to create maps of a very high standard of accuracy)
Also a basic understanding of highway maintenance related operations would be an advantage.
Our benefits
Here at North Northamptonshire Council, we’re transforming for the better, using all our creativity and imagination to create the best life for our local people.
You’ll find that we have a wide range of careers that may be more surprising than you think!
Why choose us?
We offer a vibrant working environment with:
- a competitive salary
- a pension scheme, where we pay a significant contribution on top of your contribution. It provides life cover and ill-health protection.
- lots of opportunities to develop your skills, knowledge and potential in a large unitary council
- generous leave entitlement (28 days, rising to 33 days) and bank holidays, plus the option to buy up to an extra 10 days
- hybrid and flexible working arrangements, where practicable for service needs to help you with a healthy work-life balance.
We provide a range of great benefits such as an Employee Assistance Programme, an Employee Benefits Scheme, wellbeing support, travel rates at HMRC rates, as well as supporting a range of active Employee Network Groups.
About us
Our Values and Behaviours
Our values define who we are and how we operate, by forming the foundation for how we interact with our customers, colleagues and provide our services. They are also at the forefront of our decision making and delivery and are:
Customer-focused
Respectful
Efficient
Supportive
Trustworthy
Our Key Commitments
Our key commitments help ensure that the priorities we make, now and in the future, maintain the necessary breadth of focus in those areas that we believe matter most.
We are proud to be a recognised Disability Confident Employer and is committed to providing an inclusive recruitment process and will offer an interview to disabled applicants who meet the essential criteria for the role.
North Northamptonshire Council re-signed the Armed Forces Covenant in June 2024 which highlights the Council’s pledge to support the Armed Forces community. The council obtained the silver status award for the Defence Employer Recognition Scheme (ERS) and we are now currently working towards achieving Gold status.
We aim to be a carbon neutral Council by 2030.
Further information can be found at Jobs and careers | North Northamptonshire Council (northnorthants.gov.uk)
Attached documents
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