Customer Service Operator

Role Purpose

The purpose of the role is to be responsible for the recording, monitoring and maintaining of all regulatory client information and supplying this information to the customer service manager and client.

Work Hours

This is a permanent role; you will work 37.5 hours per week from Monday to Sunday. The earliest shift starts at 6 AM and the latest finish is at 8 PM. Shift pattern will be provided to you in advance.

Responsibilities

• Management for all customer queries/requests/complaints received in Customer Services from Amey employees, clients and contracts.
• Answering high volumes of calls within agreed targets for each contract.
• Ensuring excellent levels of customer service and service delivery are maintained and exceeded.
• Process calls, e mail, and web requests via Amey's chosen software.
• Job ownership of all processed requests through to completion, including progress chasing and liaison with client and on site staff.
• Escalating customer requests/queries/complaints as appropriate.
• Understanding relevant contract response times and Service Level Agreements in transacting customer queries/requests/complaints.
• General Administration tasks required for normal functioning and out of scope projects for Customer Services.
• Completion of all shift responsibilities such as monitoring of web events, e mail events, and external web applications systems and running of daily/weekly/monthly reports.
• Demonstrate confidence in daily responsibilities and system use to existing and new clients.
• Proactively following up to see cases through to completion, and making proactive outbound telephone calls.
• Ensuring high level of attention to detail in all work tasks, i.e., cases, reports, requests.
• Adhering to Amey company policy and Customers Services processes.
• Record and report any "non compliance" issues to a Team Leader/Manager as soon as practicable.
• Provide regular management information reports as and when required.
• Assist in the delivery of targeted Customer Services training to new employees as and when required.
• Assist in the creation and analysis of performance/improvement reports to be sent to the Customer Services Manager at the end of each month.
• Schedule responsive and planned appointments for field based operatives across the business.

Qualifications

• Experience in a similar role Customer Service/administration.
• Proficient in MS applications including Excel, Outlook and Teams.
• Flexible in your approach.
• Approachable with good communication skills.
• Highly organised with the ability to maintain high standard.
• Ability to work towards deadlines.
• Professional telephone manner.
• Proactive planning to deliver complex plans for service delivery.
• Ability to work under pressure and deliver within tight deadlines, to prioritise own workload.
• Exceptional organisational skills particularly in time and diary management.

What we can offer you

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

Inclusion and Diversity

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. We are also committed to offering applicants with a disability an interview if they meet the minimum requirements for the role.