Customer and Community Relations Officer

2 weeks ago


Perth, Perth and Kinross, United Kingdom BEAR Scotland Limited Full time

The North West Trunk Road Unit spans some 1,422km of trunk road through some of the most scenic parts of the country.

It also includes 1,501 bridges and structures, including the Kessock Bridge which carries the A9 north of Inverness and the A87 Skye Crossing.


The North West Unit covers a huge area of Scotland, from Thurso and Wick in the very north of the Highlands down to Campbeltown in Argyll and Bute, from Uig on Skye to Perth and Stirling in the central belt.


The Customer and Community Relations Officer, reporting to the Engagement Manager, will support, embed, and encourage a customer-focused ethos throughout the organisation.

They will be responsible for leading and delivering customer engagement and response across the NW unit.


The successful applicant will have demonstrable strong experience in a customer care focused role of a similar nature and hold a degree or appropriate professional qualification from a recognised body.

The role would suit an enthusiastic individual who enjoys working collaboratively in a fast-paced environment to make improvements in customer care.

This is a fixed-term maternity cover role for 12 months.

Responsibilities and Activities:

  • Develop and maintain a comprehensive understanding of trunk road customers and stakeholders within the area BEAR is responsible for (through a stakeholder mapping and monitoring process).
  • Oversee and deliver of quality customer service responses within the agreed timeframes.
  • Work within wider team to drive insights and improvements on all customer contacts.
  • Support development of proactive relationships with key customers and stakeholders.
  • Review and improve customer satisfaction on:
  • Satisfaction levels with customer responses on enquiries.
  • Road users' perception of the quality of trunk road maintenance.
  • Support delivery of all customer care performance and trend reporting including monthly reporting and quarterly analysis of enquiries.
  • Work as part of the wider engagement team delivering other elements of community benefits and customer focused remit.

Knowledge, Skills and Experience:

  • A Degree or an appropriate professional qualification from a recognised body.
  • Experience of resolving customer issues and complaints.
  • Experience of working collaboratively within a fastpaced environment to deliver improvements in customer care.
  • The willingness to be part of a motivated team & the capability to work alone.
  • Must have demonstrable appropriate experience of delivering a role of a similar nature.

Why BEAR?


BEAR Scotland currently manages, maintains and improves 1962km of Scottish trunk road including over 2000 bridges and structures through some of the most scenic, but challenging, parts of the country.

That means delivering £million investment on road maintenance and improvement every year.

We believe that the people who work with us are our greatest asset and, for us to succeed, we make sure we retain and attract a talented, innovative and dedicated team

In return, we offer:

  • A tailored, competitive salary
  • 34 days annual leave per year, increasing with longterm service
  • Additional annual leave purchase through Salary Sacrifice
  • Company pension scheme with matching employer contributions up to 6%
  • Life assurance
  • Hybrid working
  • Cycle to Work Scheme
  • 2 paid days per year to help to support your charity of your choice
  • BEAR Rewards shopping discounts and cashback
  • Employee Assistance Programme available 24 hours a day, 365 days a year
  • Development and progression plan


Grow your career with a company that inspires and empowers you to deliver your best work so you can evolve, flourish, and succeed.

We are an equal opportunities employer. We wish to ensure equality of opportunity in employment and the fair treatment of all our employees.
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