Communications Assistant - Highways & Infrastructure
Location: Ipswich
We are recruiting a Communications Assistant to support a long‑term highways and infrastructure contract based in Suffolk. This is an excellent opportunity for a customer‑focused communications professional to play a key role in public engagement, stakeholder communications, and service perception within a high‑profile highways environment.
The role is ideal for someone confident in dealing with the public, elected members, and internal teams, with a passion for excellent customer service and clear, effective communication.
Key Responsibilities
* Receive, log and respond to enquiries from members of the public and key stakeholders relating to highways works and network activity
* Manage and respond to complaints in line with agreed complaints policies and procedures
* Monitor customer feedback to identify trends, issues, and opportunities for service improvement
* Support the delivery of internal and external communications, including campaigns and engagement activity
* Provide communications support to operational teams to ensure clear communication of works programmes
* Assist with stakeholder management and communications plans, ensuring messaging is clear, consistent, and timely
* Support social value and community engagement initiatives as required
* Promote a customer‑first approach across the organisation and support continuous improvement in customer service standards
Requirements
* Experience working successfully in a public‑facing or customer service environment
* Proven ability to manage complaints with empathy, professionalism, and a solutions‑focused approach
* Strong influencing and stakeholder engagement skills
* Ability to deliver against agreed action plans and improvement programmes
* Understanding of highways maintenance or infrastructure environments (desirable)
Personal Attributes
* Confident dealing directly with members of the public and elected representatives
* Passionate about delivering high‑quality customer service
* Excellent written and verbal communication skills
* Forward‑thinking, organised, and able to plan ahead
* Creative and proactive, with the ability to generate practical and resilient ideas
For a full description and further information on the role, please call Jason Kohle at Carrington West on 02393 876006.
By applying for this position you are agreeing for Carrington West to hold and process your personal data in accordance with our Data Protection Policy. Your data will be shared with third‑party clients specifically relevant to any roles you have applied for. If at any stage you wish to withdraw your consent please email [email protected]
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