Stakeholder and Communications Manager – Guilden Sutton
We have an exciting opportunity for a Stakeholder and Communications Manager to join the team based at our Guilden Sutton depot, CH3 7EX. This role will lead customer engagement, stakeholder communications and reputation management for the Cheshire West and Chester highways maintenance contract.
Responsibilities
* Plan, deliver and evaluate all customer and communication activities across the contract, acting as lead for stakeholder engagement and customer experience.
* Develop and implement stakeholder management and communication plans aligned with contractual and organisational requirements.
* Build and maintain trusted relationships with councillors, client teams, community groups and other key stakeholders.
* Serve as the primary point of contact for stakeholder enquiries and lead on managing customer‑feedback, complaints and escalations, including complex or high‑profile issues.
* Oversee the creation and delivery of external communications – including consultation activity, media engagement and incident communications – ensuring messaging is clear, timely and aligned with council and corporate requirements.
* Manage proactive and reactive media activity and work closely with corporate communications teams to protect and enhance reputation.
* Develop and deliver internal communication and engagement plans to strengthen collaboration and information flow across the contract.
* Track KPIs, support reporting, audits and continuous improvement activity, embedding structured communication processes and standards.
* Identify potential reputational risks and implement mitigation strategies.
* Contribute to client meetings and performance reviews.
* Coach and support team members, act as the voice of the customer and ensure strong collaboration with operational, programme and traffic management teams.
Qualifications
* Significant experience in stakeholder engagement, communications or customer experience in a public‑facing environment, with a proven ability to manage complex enquiries, complaints and politically sensitive issues.
* Strong leadership capability and experience developing and delivering communication strategies across complex programmes of work.
* Exceptional written and verbal communication skills, with a record of producing clear, accessible content and engaging with a wide range of stakeholders.
* Highly resilient, adaptable and solution‑focused, with the ability to operate in a fast‑paced environment and manage changing priorities.
* Strong understanding of performance management, KPI reporting and the use of customer insight to drive continuous improvement.
* Experience within highways, infrastructure or local‑authority contracts, media handling and team leadership is advantageous.
* Relevant qualifications or professional membership in communications, stakeholder engagement or customer‑experience disciplines is desirable.
Benefits
* A salary between £44,000 and £48,000 PLUS Company Car / Car Allowance
* Our Colas Pension Scheme with combined contributions of up to 10%
* Life Assurance Scheme worth 4 times the basic salary
* 25 days annual leave per year + public holidays
* Holiday Purchase & Selling Scheme
* Hybrid Working Scheme (dependent on the role)
* Opportunities to study towards a fully funded Professional Qualification
* Ongoing personal and professional development
* Discounts on car leasing, holidays, cinema tickets, restaurants and much more via our online employee benefits portal
Equal Opportunity Employer
Colas Ltd is committed to building a diverse and inclusive workforce that mirrors the communities we serve. As an equal opportunity employer, we welcome applications from all backgrounds.
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