Customer Relationship Manager

Posted Date 3 weeks ago(23/07/2020 15:23)
Job ID
# of Openings
Customer Service/Support

About Costain and your project.

Costain helps to improve people’s lives with integrated, leading edge, smart infrastructure solutions across the UK’s energy, water, transportation and defence markets. We help our clients improve their business performance by increasing capacity, improving customer service, safeguarding security, enhancing resilience, decarbonising and delivering increased efficiency. Our vision is to be the UK’s leading smart infrastructure solutions company. We will achieve this by focusing on blue chip clients whose major spending plans are underpinned by strategic national needs, regulatory commitments, legislation or essential performance requirements. We offer our clients leading edge solutions that are digitally optimised through the following five services which cover the whole lifecycle of their assets: future-shaping strategic consultancy; consultancy and advisory; digital technology solutions; asset optimisation and complex programme delivery. Our culture and values underpin everything we do.


For more information visit


East Sussex Highways is a joint venture between Costain and Jacobs which brings together all aspects of highway maintenance, such as roads, pavements, drainage, street lights, traffic signals, winter maintenance and highway structures such as bridges and retaining walls. These are all managed by this Joint Venture and sub-contractors working collaboratively with East Sussex county council to deliver the service.

What will I be doing?


  • Provide a professional and timely response to your Key Stakeholders (members, parishes and client) enquiries through all of our communication channels
  • Take ownership of enquiries from initial contact through to resolution within agreed timescales and maintain a complete record of all contact within Salesforce
  • Researching and responding to written formal enquiries.Operate as the lead point of contact for any and all matters specific to your Key Stakeholders
  • Build and maintain strong, long lasting and trusted relationships with your Key Stakeholders
  • Respond to customer complaints with the aim to resolve at first contact where possible
  • Show commitment to continuous development, to maximise your potential and ensure the efficient delivery of the Contact Centre service
  • Attend regular Strengthening Local Relationship meetings with Key Stakeholders, feeding back information and updates
  • Producing and circulating a ‘Monthly Update’ to all Members
  • Attending Team Involvement Meetings regarding upcoming roadworks, contributing to the planning of works using local knowledge and previous customer concerns
  • Researching and responding to written formal enquiries.


·         Feedback from progress meetings with Line Manager and colleagues

·         Monthly reporting deadlines all met

·         Customer/Client/Public Satisfaction results are analysed

·         Relationships with Members are professionally developed



·         Act with integrity and professionalism at all times

·         Be open and honest in working relationships

·         Flexibility and resilience

·         Respect for confidentiality

·         Be an ambassador for the business at all times



  • At all times adhere to company procedures with regard to health and safety and
  • where applicable to ensure all team members do likewise.
  • At all times to behave in a way that supports the company’s stated vision and values
  • and where applicable to ensure all team members do likewise.
  • This job may require working outside of normal office hours

About you


  • Degree qualified in suitable subject 
  • Member of appropriate professional body
  • Grade C or above in English GCSE


  • Use of CRM system such as Salesforce
  • Strong computer literacy
  • Experience within a customer service environment
  • Experience working for a local authority
  • Knowledge on Highway issues


  • Knowledge of statutory obligations affecting the service
  • Effective communication
  • Time Management
  • Organisational skills
  • Accuracy/attention to detail
  • Ability to work with minimal supervision
  • Demonstrated initiative
  • Ability to work to deadlines
  • Strong written English skills
  • Strong knowledge of Microsoft Outlook



  • Work under own supervision
  • Active in looking at data to develop improvements
  • Work in a team to deliver the service
  • Constructively engage with people from all levels of East Sussex Highways to improve the service
  • Previous good attendance

Final Statement

We listened to our employees so our Core Benefits are funded by us and include a Group Pension Scheme, Employee Assistance Programme, Life Assurance, Income Protection and funded membership to a Professional Institute. In addition to this we also offer a Private Healthcare Scheme, Private Dental Scheme, Cycle to Work, Volunteering Days and Save as You Earn Scheme.  


At Costain we aim to be an accessible, diverse and inclusive organisation to continue to meet our customers’ needs. We will be industry leading in our approach and people from all backgrounds will be proud to work for Costain. Our goal is to have a workforce that is representative of society.


We actively encourage applications from candidates who have a relationship with the armed forces community whether as a currently serving member or reservist, ex-military or wounded personnel or as a member of a service family.



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