Customer & Correspondence Officer

Overview

Are you passionate about delivering outstanding customer service and making a tangible difference to local communities? We are looking for a Customer & Correspondence Officer to join our Highways team and play a key role in shaping the experience of residents, partners and stakeholders across Buckinghamshire.

As the first point of contact for a wide range of enquiries, complaints, Freedom of Information requests and correspondence from MPs, Councillors and senior stakeholders, you'll help ensure that customers receive timely, accurate and professional responses. Working within a fast-paced and highly visible service area, you'll use your communication, organisational and analytical skills to improve customer satisfaction and support continuous improvement across the Highways service.

This is an exciting opportunity for someone who enjoys problem-solving, building relationships and using data and insight to drive positive change.

About us

Buckinghamshire Council is a relatively new organisation that combines the strengths and expertise of the previous five councils in the county to create positive change for local people, communities, and businesses. We are firmly focused on the future and have made a clear commitment to serve residents better and to provide stronger representation for Buckinghamshire, both locally and nationally. 

Highways and Technical Services play a vital role in supporting our communities, keeping the county moving and ensuring our transport network is safe, resilient and well-managed. We’re ambitious, collaborative and committed to continuous improvement. Our Highways team works to ensure the road network in Buckinghamshire is safe for those travelling through, working and living in it through delivery our Highways Safety Inspection Policy.

You’ll be part of a supportive environment that values expertise, encourages learning, and promotes forward-thinking approaches to managing our highways. As part of our ambition to deliver the very best highways service for Buckinghamshire, we have recently reshaped our service, creating a stronger, more resilient and forward-looking structure. This transformation reflects both local priorities and significant national developments in the sector. These posts offer a genuine opportunity to grow your career in the Local Government & Highways sector, and ensure we continue to deliver a high-quality, safe and efficient highway network.

About the role

As a Customer & Correspondence Officer, you will coordinate and manage customer correspondence across the Highways service, ensuring responses are delivered within agreed timescales and to a consistently high standard.

Key responsibilities include:

• Managing enquiries, complaints, Freedom of Information requests, MP and VIP correspondence from receipt through to resolution.
• Drafting clear, professional and customer-focused responses on behalf of the service.
• Monitoring and tracking correspondence to ensure service level agreements are met.
• Working closely with operational teams and alliance partners to gather information and deliver accurate responses.
• Producing reports and analysing customer feedback, complaints and enquiry trends to identify opportunities for service improvement.
• Supporting communications with residents through customer updates, statutory notifications and engagement activities.
• Reviewing customer contact processes and helping develop improvements to websites, FAQs and communication methods.
• Building positive working relationships across the Council and with external partners to promote a collaborative, one-team approach.

Mobile:

A ‘mobile’ role gives you the flexibility to schedule your own diary, so you can meet with colleagues and clients in a variety of locations. You’ll access digital folders and resources on your laptop and be able to use the network wherever you are based. Working from home will be common, as well as meeting your team in the office where necessary.

About you

We're looking for an organised and proactive individual with excellent communication skills and a genuine commitment to customer service. You'll be confident managing a varied workload, prioritising competing deadlines and building strong relationships with colleagues and stakeholders at all levels.

You will have:

• Experience working within a customer-focused environment, handling complex or escalated enquiries.
• Excellent written and verbal communication skills, with the ability to explain technical information clearly and professionally.
• Strong organisational skills and the ability to manage multiple priorities effectively.
• Experience analysing information and identifying trends to support service improvement.
• Good IT skills, including Microsoft Office applications and database or case management systems.
• Knowledge of customer service best practice and an understanding of relevant legislation such as GDPR and Freedom of Information requirements.
• Excellent attention to detail and a methodical approach to your work.
• The ability to work collaboratively with a wide range of teams and stakeholders

Other information

For more information about this role, please contact Rosie Tunnard at [email protected]

Internal closing date: 23:59 Tuesday 27th October 2026. 

Interviews: TBC

We understand that candidates may use AI tools to assist with their applications. While we welcome innovation, we expect all submissions to reflect your own experience, skills, and achievements accurately. Please ensure your application is truthful and demonstrates your personal capabilities, as this will be assessed during the selection process.

We reserve the right to close the vacancy once we have received sufficient applications, so please be advised to submit your application as early as possible.

Our values and culture

We have a set of values, which our employees have chosen, that represent what we are – Proud, Ambitious, Collaborative and Trustworthy.

By joining Buckinghamshire Council, you can expect:

• a fair and inclusive culture
• the chance to really make a difference to those around you
• health and well-being initiatives including an Employee Assistance Programme, Mental Health First Aiders and mindfulness workshops
• a unified voice through our Employee Representative Group
• ongoing support, and the opportunity to develop and progress in your career with us
• opportunities to take part in fun activities such as fundraising and social events

At Buckinghamshire Council, we know that our biggest strength comes from the people that work for us, and that’s why we’re working hard to ensure we continue to be an accessible and inclusive organisation.

From dedicated staff networks overseen by our Equality, Diversity and Inclusion Steering Group, to proudly standing as a Disability Confident employer, it’s important to us that all our colleagues feel engaged, listened to, and valued. Our offer of flexible working empowers a productive and happy workforce and allows employees to combine work with other responsibilities and commitments.

We believe our workforce should reflect the diverse communities we service in Buckinghamshire, and are looking for like-minded individuals to join us in promoting equality, fairness, and inclusion for everyone.

About the Business Unit

Our Communities directorate works across the county to deliver a number of the key customer-facing services that our residents, businesses and visitors rely on every day. 

This directorate includes a wide range of services, including:

• collecting and disposing of waste and recycling
• maintaining our roads and Rights of Way network and parking
• ensuring the delivery of school transport, and supporting sustainable travel including public bus services and School Crossing Patrollers
• managing Country Parks
• leisure facilities, museums, theatres and libraries, as well as developing our Cultural Strategy
• Licensing, Environmental Health and Trading Standards
• Cemeteries and Crematoria

The customer is central to how we develop and deliver all of these services, which help promote our rich and vibrant culture and special environment. 

We are looking for enthusiastic, ambitious and committed individuals to join our team and help us to continue to make Buckinghamshire a great place to live, work and visit. This is an exciting time for us as we bring together the services previously run by five separate councils before Buckinghamshire Council was created. Whilst making major changes to contracts affecting residents across Bucks, we continue to focus on delivering great customer service. You will join us on our journey of continuous improvement - whether that’s through developing strategies and ways of working or delivering services on the ground, every person in Communities is a valued member of the team.

We recognise and reward you

Hard work and success deserves recognition. That’s why we pride ourselves on the benefits we give our people. We actively encourage a good work-life balance and promote flexible and agile working arrangements. We provide discounts on various Cafés, restaurants, shops and auto enrolment onto our generous Pension Scheme. In addition to the opportunity to gain membership to Costco, we have discounted gym memberships, travel discounts with Arriva and much more.

https://jobs.buckinghamshire.gov.uk/working-buckinghamshire-council/