Highway Cust & Emergency service officer

This is a Gloucestershire County Council job.
 

• Job Title:                           Highway Cust & Emergency service officer
• Job Location:                     Shire Hall, Block 5, 5th Floor 
• Salary:                              £28,142-£29,540 per annum 
• Hours per Week:                37.00 
• Contract Type:                   Permanent 
• Closing Date:                    08/03/2026 
• Job Requisition Number:    13508 
• This post is not open to job share

About The Team & Role

The Highways Customer and Emergency Service is a multi-channel, first point of contact service for a variety of internal and external customers. The team delivers a high-quality service across a diverse range of interests, assets and services on behalf of Gloucestershire County Council Highways. This is comprised of a centralised service area and four (4) separate regional management areas. The service is provided through various channels, including phone, email, web-based enquiries, and social media. Developments in technology will continue to underpin the work of the service.

The role of the Highways Customer and Emergency Service Officer is to assist the Manager and Team Leader of the Highways Customer & Emergency Service Team in delivering an efficient, accurate and consistent level of service to all contacts, including the range of key stakeholders, whilst ensuring that appropriate service delivery standards and procedures are implemented and maintained.  This role is based within our central Shire Hall team, Gloucester.

About You

This is a very varied and exciting role at the heart of Gloucestershire Highways.  You will need to have experience in call handling and case management. A confident and courteous telephone manner is essential and the ability to work well under pressure.  If you are a resilient, organised individual with a keen eye for detail and want a rewarding new job role, we would love to hear from you.

About Us

For all your hard work, you will receive the following:

Flexible and agile working opportunities
25.5 days annual leave rising to 30.5 days after 5 years continuous service 
An option to purchase 10 days of additional leave per year (pro rata for part-time staff) Family friendly employer offering benefits to help support you and your family Career development and qualification opportunities
Supportive and positive working environment with regular, robust supervision
Local Government Pension Scheme (LGPS)
Access to our Employee Assistance Programme (EAP) that provides free, confidential, counselling and advice for employees, available 24 hours a day, online and by telephone. An in-house Occupational Health service
Employee discount scheme Cycle to Work scheme Gloucestershire Salary Sacrifice Green Car Scheme (T&Cs apply)
Links to employee networks such as Prism (LGBT+) network and the Young Employees Network.

How to apply

If you feel you have the skills, desire and experience required to make a positive difference then please submit your application and personal statement today by clicking the “Apply Now” Button.

For an informal discussion about the role please contact Evelyn Cox via email at evelyn.cox@gloucestershire.gov.uk

Closing date:  8th March 2026

We also reserve the right to close applications early should we have a suitable pool of candidates prior to the advertised closing date.

Short-listed candidates will be contacted by e-mail and invited to interview shortly after the closing date.

Additional Information

To access the Job Profile for this role, please follow the link below:-

Job Profile-Highway Cust & Emergency service officer 

The council is not currently able to offer sponsorship in this role. Candidates will need to have right to work that enables them to commit to at least 6 months' employment. Right to work is not transferable from a sponsored role held with another employer. 

If you are an Internal applicant and consider yourself to have a disability* as per the Equality Act (2010), please declare this in an email to recruitment@gloucestershire.gov.uk, as this is NOT currently covered in the application due to a technical error.

By providing this information, you can choose to be considered for a guaranteed interview under our Disability Confident pledge if you meet all essential criteria. It also enables the recruiting manager to arrange any reasonable adjustments you may need during the process.

*a disability is defined as: a physical or mental impairment, which has a substantial and long-term (more than 12 months) adverse effect on a person’s ability to carry out normal day-to-day activities

Gloucestershire County Council is committed to safeguarding and promoting the welfare of children and young people or vulnerable adults and expects all staff and volunteers to share this commitment.

We want to be an employer of choice, attracting and retaining excellent people to work for us, so that we can best serve all of Gloucestershire’s diverse communities.  Our promise to you is that we will provide an inclusive and supportive working environment that enables you to bring your whole self to work and realise your full potential.

It is a legal requirement, under the Immigration Act 2016, that anyone appointed to a ‘customer facing role’ must be able to demonstrate an ability to fulfil all spoken aspects of the role with confidence in fluent English.