Customer & Quality Officer
Contract: Cheshire East Highways
Location: Congleton
Contract Type: Permanent
Cheshire East Highways (CEH) is seeking an enthusiastic and proactive individual to join our Customer & Quality team. You’ll play a key role in ensuring high-quality, timely and professional correspondence, supporting teams across the contract to meet performance standards.
You’ll also help drive continuous improvement by carrying out audits, developing improvement plans, and delivering training and coaching to strengthen communication standards. Alongside this, you’ll manage key systems including the Correspondence Register and Customer Service Portal, ensuring clear visibility and accurate, up-to-date information.
This is a great opportunity for someone keen to influence change, shape how we communicate with stakeholders, and develop their skills within a supportive team.
The Role
1. Draft accurate, high-quality responses to FOI/EIR requests, formal complaints, MP correspondence, and enquiries on behalf of senior leaders, using information provided by the relevant service teams.
2. Support the smooth management of all correspondence by maintaining an accurate register and generating clear, insightful reports that help drive visibility and improvement.
3. Maintain standard response templates and wording to keep our communications clear, consistent, and impactful.
4. Collaborate with the Communications team to ensure consistent, high-quality messaging across all platforms, including the website, Customer Contact Centre and social media.
5. Lead and conduct internal audits that assess customer related processes across the contract, helping to drive a culture of continuous improvement.
About You
6. Excellent written and oral communications skills
7. A*-C / 4-9 GCSE in English
8. Competent in the use of basic Microsoft systems: Word, Outlook, Excel, PowerPoint, Teams
Benefits
At Ringway Jacobs we recognise that our people make the difference, and in order to do what we do well, particular care is taken in nurturing and investing in our people. That’s why you will always be given the opportunity to utilise your expertise and develop your career.
Ringway Jacobs recognises the importance of helping our employees balance their work and home life by offering flexible working arrangements across many of our roles. We therefore welcome applications from people looking for an alternative working pattern e.g. part-time hours, job share etc. Please let us know on your CV or cover letter if this is what you are looking for.
In return for your hard work you will receive:
9. Sick Pay
10. Competitive salary
11. Opportunity to purchase up to 5 days extra leave
12. A variety of discounts through our “RJ Rewards” app, including restaurants, holidays, days out etc
13. Life Assurance
14. Employee Assistance Programme
15. Pension scheme
The Company
We are Ringway Jacobs, a leading highways service provider working with local authorities across the UK. Formed in 2005, specifically to provide road network management solutions to local government, our unique blend of engineering capability, innovation and customer care make us the best in class. We support over 10,000 miles of highways, 10,000 miles of footway, almost 7,800 miles of public rights of way and 242,000 street lights. We excel in delivering safe, sustainable service excellence, through our passion, integrity and collaborative culture.
Ringway Jacobs is an equal opportunities employer. We wish to ensure equality of opportunity in employment and the fair treatment of all our employees.