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Customer Service Agent

Job Title: Customer Service Agent
Contract Type: Permanent
Location: Chessington
Start Date: ASAP
Reference: 25104562001
Job Published: November 29, 2018 09:45

Job Description

Customer Service Agent
Ref: 25104562001

We're looking for a Customer Service Agent to join our team in Elmbridge Borough Council

About Amey
Everyone at Amey works together towards this common aim, which we call our ‘Better Places’ goal. We’re a commercial business which focuses on helping our customers to serve Britain. Making things better every day for people and communities is at the heart of the way we work.

Today we are one of the most diverse companies in our sector. So, at Amey you can grow in a specific sector or broaden your horizons by applying your skills to a new sector. You may be surprised where an Amey career can take you.

Amey is an equal opportunities employer.

What is the purpose of this role?
Amey provides waste and recycling collections and street cleansing services in Elmbridge. We're looking for a Customer Service Agent to join our team to provide a wide range of administrative support services to an operational contract.

This role is responsible for the recording, monitoring and maintaining of all regulatory client information and for supplying this information to the Customer Service Manager and client

What will this role involve?
Arranging delivery of advance warning literature (to keep customers fully informed)
Accessing and collating DDA data for sensitive and vulnerable customers and ensuring compliance with the DDA
Maintaining, recording and monitoring 100% compliance with Supply Interruption Forms
Recording and implementing GSS payments generated
Monitoring, recording and assisting with the investigation and resolution of customer response complaints (CRC), and providing feedback on resolution
Ensuring daily CRC reports are monitored / checked / actioned and reporting any new customer issues to the appropriate CLO for action
Assisting the Customer Service Manager with the investigation of high level complaints
Managing/maintaining customer relationships/expectations at all levels and ensuring that our customers are informed with accurate and reliable information
Producing and maintaining customer information packs
Identifying MPs and council officials for each project and making initial contacts
Building long-term relationships with the supply chain and external clients
Driving innovation and efficiencies to provide best value for the client
Producing and maintaining operative call out lists for in-hours and out of hours call out
Identifying and escalating any concerns that could lead to wide scale customer or environmental impact
Acting as the central point of contact for all operational staff customer administration requirements
Monitoring and recording Customer Questionnaires and ensuring follow up issues on returned questionnaires are dealt with and responses recorded
General office duties, customer information letters, filing/scanning, printings, folding of letters
What are we looking for?
Education to GCSE level or equivalent
Familiar with/exposure to management systems or other similar data entry and reporting database applications
Able to develop and maintain good working relationships
Previous experience of working in a generalist administration/business support role
Friendly and professional manner
Conscientious and confident approach to duties with a polite, pleasant and helpful attitude
Flexible and adaptable
Good verbal and written communication
A proactive, conscientious and confident approach
Enthusiastic and able to act with initiative
Experience/use of MS Word and MS Excel 

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