Customer and Community Engagement Officer

Title: Customer and Community Engagement Officer

Requisition ID: 13318

Your New Role

We're excited to offer a permanent opportunity for a Customer and Community Engagement Officer to join our NMC SW Account. This position will be based at our Polmadie office and involves working Monday to Friday, 40 hours per week.

Our NMC SW account was awarded to us in August 2020 to support Transport Scotland. We will deliver improved levels of service to the trunk road network, aiming to ensure consistent, predictable and reliable journeys for road users. Works will cover maintenance, road safety, bridges and structures and discrete improvement schemes whilst considering the Scottish Government's climate change and sustainability targets.

As a Customer and Community Engagement Officer you will build effective, collaborative relationships with the client (Transport Scotland), MSP/MP's and other Elected Members to support the successful delivery of a proactive and collaborative approach to customer service and engagement across the contract.

Key Responsibilities:

• Customer Service & Community Engagement
• Act as the first point of contact for enquiries received by Transport Scotland.
• Manage enquiries direct from MSP/MP's and other Elected Members
• Encourage and develop collaborative working relationships with MSP/MP's and other Elected Members
• Assist other member of the Engagement Team to deal with general enquiries and media requests
• Handle enquiries promptly and professionally, ensuring a positive experience.
• Support initiatives that strengthen community relationships and engagement.
• Liaise with key stakeholders and manage scheme notification and engagement.
• Support delivery and design teams to ensure works are effectively communicated.
• Administrative & Support Duties
• Provide general administrative support for the team.
• Maintain accurate records and documentation.
• Assist with organising events or community activities.
• IT & Systems
• Use IT systems efficiently for communication, reporting, and data management.
• Update internal platforms as required.
• Learning & Development
• Be willing to learn and adapt to new tasks, including training for South West-specific requirements.
• Demonstrate enthusiasm and flexibility to take on varied responsibilities.

What we're looking for:

• Driving licence - for travel as required.
• Strong communication skills - both verbal and written.
• IT proficiency - confident with digital tools and platforms.
• Customer service orientation - approachable and solution-focused.
• Enthusiasm and willingness to learn - proactive attitude.
• Previous experience in customer service or administration is preferred.

It would be beneficial if you have experience of:

• Working with MSP/MP's and/or Elected Members

For the right candidate, we will support further development through external learning opportunities all necessary training will be provided.

What we offer you

• Career Development - Exceptional development and progression plan
• Pension - Generous Pension scheme which we will contribute to
• Choices - Our flexible benefits scheme is tailored by you, including buying additional annual leave, cycle2work scheme, charity giving and gym membership
• Save with Amey - Our online voucher portal gives you access to thousands of discounts from leading retailers to help you save on shopping, days out, or nights in. It includes healthcare, free GP service, dental vouchers
• Social Value - You'll get 2 Community Involvement Days each year to volunteer for a charity of your choice and further opportunities to support fundraising initiatives

We embrace difference and support individuals to work in ways that work best for them.

We are committed to working sustainably and by working in partnership with the communities we serve, so people and the planet are protected.

At Amey, you have freedom to perform because we know if nothing holds you back, together, we can be extraordinary.

Application Guidance

Amey is committed to Inclusion and Diversity . We welcome applications from all suitably qualified candidates, regardless of their race, gender, disability, religion/belief, sexual orientation or age.

Please contact our recruitment team at to discuss any access needs and reasonable adjustments that may be required at any point during the recruitment process.