Responsibilities

• The role takes ownership of the planning, delivery and evaluation of all customer and communications activity across the contract, acting as the lead for stakeholder engagement and customer experience.
• Develops and implements stakeholder management and communication plans aligned with contractual and organisational requirements, while building and maintaining trusted relationships with councillors, client teams, community groups, and other key stakeholders.
• Serves as the primary point of contact for stakeholder enquiries and leads on managing customer feedback, complaints and escalations, including complex or high-profile issues.
• Oversees 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.
• Manages both proactive and reactive media activity, working closely with corporate communications teams to protect and enhance reputation.
• Internally develops and delivers communication and engagement plans to strengthen collaboration and information flow across the contract.
• Ensures robust performance management by tracking KPIs, supporting reporting, audits and continuous improvement activity, and embedding structured communication processes and standards.
• Identifies potential reputational risks and implements mitigation strategies, while contributing to client meetings and performance reviews.
• Provides leadership by coaching and supporting team members, acting as the voice of the customer within the contract, and ensuring strong collaboration with operational, programme and traffic management teams to mitigate customer impacts and improve service delivery.

Requirements

• Significant experience in stakeholder engagement, communications, or customer experience in a public-facing environment
• Proven ability to manage complex enquiries, complaints, and politically sensitive issues
• Strong leadership capability and experience developing communications strategies and delivering them across complex programmes of work
• Exceptional communication skills with a track record of producing clear, accessible content and engaging effectively with a wide range of stakeholders including local authorities, elected members and community groups
• Ability to operate in a fast-paced environment and manage changing priorities
• Strong understanding of performance management, KPI reporting and use of customer insight to drive continuous improvement
• Experience within highways, infrastructure or local authority contracts, along with media handling and team leadership experience

Preferred

• Relevant qualifications or professional membership in communications, stakeholder engagement or customer experience disciplines are desirable
• Experience within highways, infrastructure or local authority contracts would be advantageous
• Media handling and team leadership experience would be advantageous
• Strong understanding of performance management, KPI reporting and use of customer insight to drive continuous improvement

Benefits

• A salary between £44,000 and £48,000 PLUS Company Car / Car Allowance
• Our Colas Pension Scheme has combined contributions of up to 10%
• Life Assurance Scheme which is x4 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 / professional development
• Discounts on car leasing, holidays, cinema tickets, restaurants and much more through our online employee benefits portal
• Colas Ltd is guided by four core values: Respect, Commitment, Pioneering, and Sharing