Works Communication Officer

Role Purpose:

To be part of a team that provides quality customer information on all our highway works and seeks to continually
improve how this is delivered. Being part of a small team responsible for ensuring high quality information is
communicated to all our customers both in advance of works, during and after using the most appropriate mediums.
There will be the need to work closely with a range of service providers and stakeholders which will involve
considerable coordination. The works programmes are very extensive (running to several hundred schemes /
functions per Annum) and often change at short notice, directly impacting on our customers. The role plays an
important role in ensuring that highway works are effectively communicated to all stakeholders in a timely and
professional manner across a range of mediums. The post holder will assist with work in a customer focused
technical area in order that statutory and policy compliance is maintained.

Work Context:

The Highways and Transport Service is responsible for ensuring the effective management, maintenance and
improvement of all highway and transport assets, including flood risk management. The service manages significant
financial, health and safety, and reputations risks and undertakes three significant statutory duties - Highway
Authority, Transport Authority and Lead Local Flood Authority.
The service operates in an environment with significant political engagement, has daily contact with MPs, Cabinet
members and backbench members and works very closely with Local Committees and with Select Committees.
There is also high level engagement with Government Departments.
Lack of or insufficient communication is consistently one of the biggest concerns from both Members and residents
and the impact can be considerable on the reputation of the Service. The complexities of our own works
programmes and those of other stakeholders (utility companies, developers etc) mean that managing and
communicating the information in a quality format can be very challenging. This requires post-holders to liaise, work
collaboratively and maintain effective relationships with colleagues, members, customers, partner organisations,
agencies and/or contractors.
The post is based in Merrow.

Representative Accountabilities:

Analysis, Reporting & Documentation
Prepare reports/statistics/briefings to meet statutory/management information requirements.
Recommend improvements and support implementation to systems, processes and procedures, ensuring best
practice is shared across the team.
Customer Service & Support
Deliver a range of administrative and/or customer/consultancy services in support of existing systems or processes
to agreed standards, to maximise service quality and continuity. May authorise transactions where appropriate.
Respond to and resolve enquiries and problems, judging when to pass on complex queries or involve others, to
provide an effective service and clear advice to colleagues and customers.
Planning & Organising
Provide comprehensive support to a group of senior staff, ensuring confidentiality, effectively organising internal
and external activities/events to support the delivery of efficient services.
Plan and prioritise own work activities for the weeks ahead, to ensure operational efficiency. Respond effectively to
changing demands, adjusting priorities as needed.
Finance/Resource Management
Maintain financial, and/or stock records, and review data to contribute to resource planning.
Work with others
Maintain a network of contacts, drawing on support and advice from others to resolve problems.
Communicate and liaise with service users and/or external contacts, representing the team/service as required.
Support, coordinate and undertake research into a variety of projects in the defined area of activity to support
achievement of team's objectives.
People Management
May guide and/or supervise junior staff in their duties to facilitate their development and ensure service quality
standards are maintained.
Duties for all
Values: To uphold the values and behaviours of the organisation.
Equality & Diversity: To work inclusively, with a diverse range of stakeholders and promote equality of opportunity.
Health, Safety & Welfare: To maintain high standards of Health, Safety and Welfare at work and take reasonable
care for the health and safety of themselves and others.

Role Summary:

Roles at this level provide a comprehensive business support service in a defined service or functional area, or
provide specialist support services. Many will possess technical rather than professional expertise in the main
disciplines, or have substantial experience of administrative procedures to enable them to guide and advise others.
There will be minimal day-to-day supervision, but clear guidance is available. The roles will plan for the weeks ahead
and prioritise to accommodate non standard work. They often require understanding of complex procedures and
support systems, and the ability to allocate workload and react to changing priorities. Although most work will follow
established patterns, initiative is needed to handle processes and resolve problems and queries based on experience
and judgement, mainly without reference to others. These roles may work alone instead of as part of a team, or the
system or process used may require specialist knowledge or experience. Some roles involve supervision of staff,
others involve undertaking specialist functions or the provision of a broad comprehensive business admin services

Connect2Surrey is a trading style of Surrey & Kent Commercial Services LLP - A joint venture between Surrey County Council & Commercial Services Kent Ltd. Connect2Surrey is an equal opportunities Employment Agency & Business. It positively encourages applications from all suitably qualified and eligible candidates.