Communications Assistant - Highways & Infrastructure

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.

This role will suit someone confident in dealing with the public, elected members, and internal teams, with a passion for excellent customer service and clear, effective communication.

The Role
Reporting to the Communications Manager, you will support the delivery of proactive and reactive communications, helping to manage enquiries, complaints, and stakeholder engagement while contributing to continuous improvement of communication processes and public perception.

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 (phone number removed).

FOOTNOTE:
If you feel that you are right for this role technically, but the rate, location or seniority does not suit you specifically then please still feel free to send us your CV. We constantly recruit for roles very similar to this one at all levels UK Wide. We are always keen to chat with you discreetly about your employment situation.

Even if you are happy in your current role for now, we always welcome calls from Highways, Traffic & Transportation professionals keen to make their introductions for future months or years. Our specialist team has a combined 40+ years' experience in this market. Please call Jason at Carrington West on (phone number removed) for more information.

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