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Customer Service Operator

Job Title: Customer Service Operator
Contract Type: Permanent
Location: Liverpool
Start Date: ASAP
Reference: 25112101003
Job Published: July 22, 2019 12:02

Job Description

Customer Service Operator
Ref: 25112101003

Come and join us at Amey

About Amey
Fundamental to living our core values is having great people in our business. That's why we believe that Amey is only as great as the people we employ. We place great value on our people and the contribution they make to our business, that’s why we aim to offer a competitive benefits package to all of our employees. Working for Amey you will receive a competitive salary and will be able to join our contributory pension scheme. In addition you will be entitled to Company sponsored life assurance and a generous holiday entitlement. You will also be invited to join Amey Choices which offers a range of flexible benefit options and offers additional benefits available throughout the year. Amey is an equal opportunities employer.
What is the purpose of this role?
Deliver effective and efficient day-to-day service to customers by providing excellent customer service when processing maintenance, undertaking compliance related tasks and resolving customer requests/queries/complaints.
What will this role involve?
Answering high volumes of calls within agreed targets for each contract Process calls, e-mail, fax and web requests via Amey’s chosen software Job ownership of all processed requests through to completion. This will include progress chasing and liaison with client and on site staff 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 Performance/improvement report to be sent to Manager at the end of each month Ability and confidence to demonstrate system and daily responsibilities to existing and new clients General administration tasks Escalating customer queries/issues/complaints as appropriate Adhere to company policy and procedures Record and report any ‘non compliance’ issues to an APC Team Leader/Manager as soon as practicable Provide regular management information reports as and when required Attend meetings, training days and site visits as and when required Involvement in training new starters. The role involves some shift work and operates a shift rota. This may include some weekend working.
What are we looking for?
GCSE English and Mathematics (or equivalent) Security Clearance to CTC level Proficient typing speed Excellent telephone and face to face communication skills The ability to communicate effectively with a variety of stakeholders Excellent organisational skills, able to effectively prioritise and multi-task Customer focused and orientated Driven to achieve results Excellent problem solver capable of using own initiative Excellent team player Manual Handling Environmental awareness Environmental awareness Tool Box talk IOSH working safely
What makes this role unique?
You will ensure that excellent levels of customer service and service delivery are maintained and exceeded.