Highways Customer Liaison Manager

What's involved with this role:
Interim Highways Customer Liaison Manager
Reference no: NNC (HQ) TCL NNC 15438
Pay rate: Up to £346.15 per day PAYE depending on experience
Hours per week: 37 Monday – Friday, normal working hours
This opening assignment is for 3 months
City: KETTERING
Hybrid working
Rate is negotiable for the right candidates – please state pay expectation clearly on your CV
A Highways Customer Liaison Manager is required to assist the Highway Service Manager to manage the increasing workload on customer enquiries, complaints, FOIs, investigation and processing of insurance claims, assisting with contract matters as part of the NEC4 Highway Maintenance Contract. Experience in a Highways Maintenance environment with customer relationship and insurance claim experience as well as some basic highway maintenance knowledge is required for this role.
Key responsibilities:
Support the Service Manager in discharging the Council’s statutory duties for maintaining the highway.
Work with colleagues to effectively manage the Highway Services Contract whilst ensuring a joined-up/co-ordinated client approach to the contract.
Support the Service Manager in respect of managing all aspects of Highways Service delivery included in the Highways Services Contract, including ensuring that:
Client-side activities meet both the spirit and requirements of the Contract and its associated Scope and Specification.
Key instructions, task orders and documents are passed to the Contractor to allow them to fulfil their responsibilities effectively. Contractor activities and behaviours reflect those articulated in the Highways Contract and its associated Scope and Specification
Contractor commitments (in their Contract bid submission) are captured and agreed in the Annual and Forward Plans, are inspected and monitored (to ensure adherence), and reported in a manner that aligns with the Contract performance regime
The information and reporting needs of the three tiers of Contract governance (Strategic Board, Operational Board and Delivery Group) are met throughout the life of the contract.
Develop positive working relationship with the contractor to resolve issues as they arise in the interests of the residents and communities of North Northamptonshire.
Provide advice and information to elected members, to Executive, to Scrutiny Committees, and the Corporate Leadership Team of the Council in order to ensure that informed decisions are made which enable the Council to achieve its strategic priorities and objectives whilst complying with its statutory obligation, and relevant decision makers are aware of the performance of the Contract.
Support the Service Manager in monitoring and managing the budgets, performance and risks related to the service, including accurate estimating, forecasting and out-turns against agreed budgets. Assist with mitigating overspends to remain within allocated budgets and seek best value in accordance with the Council’s financial regulations.
Through the work of the team, provide a high standard of customer service to the Council’s elected Members, MPs Parish and Town Councils and residents in accordance with corporate requirements. Manage supporting colleagues in adopting a proactive and constructive approach to engaging positively with local Members, communities and residents to address their concerns and issues.
Manage the team responsible for Contract Inspection. Liaise with colleagues in Highways and Transport and in other Place and Economy Services as appropriate regarding Highways issues relevant to the Contract and to the wider needs and ambitions of the Council.
NB: Please feel free to apply to us direct via jobs@tclrec.com by quoting the job reference and job title exactly.
To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF
If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.
Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.
Other “Essential Requirements” – Please check to ensure that your CV addresses the following items:
Qualifications:
Educated to degree-level or equivalent by experience e.g. civil engineering.
Experience:
Experience in a Highways Maintenance environment with customer relationship and insurance claim experience as well as some basic highway maintenance knowledge required.
A minimum of 5 years’ experience in this role and a broad highways background.
Experience of infrastructure contract management.
Experience of working in or with highways term service contracts.
Knowledge:
Excellent knowledge of current and emerging highways maintenance practices.
Understanding of Social Value and Climate Change and Environment expectations.
Sound understanding of English local authorities’ statutory Highways Duties.
Good understanding of the performance and commercial considerations in larger service contracts.
Skills & Abilities:
A strong manager who has a strong background in helping people.
Excellent communication and interpersonal skills with the ability to apply effective influencing/negotiation techniques to achieve a positive outcome.
Demonstrable ability to work at pace to deliver service improvements and change.
Rational and innovative approach to problem solving and decision making.
Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).
***Qualification details and any other experience/skills relevant to the job role to help support your application (and help us to help you!) – please give full details within your CV document.
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Job Ref: NNC (HQ) TCL NNC 15438
Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.
Please do try to resist contacting us with requests for progress updates.
We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.
Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.
Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.