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Your new role

We are inviting applicants to join our exciting Customer Contact Centre, working for National Highways. We are recruiting for Contact Centre Operators to work from our modern, purpose built contact centre, based within the National Traffic Operations Centre, Quinton, Birmingham. Free parking is provided.

We require highly motivated individuals to join a company that prides itself on ensuring the 4,000,000 customers who use our network daily, get home, safe and well. Successful candidates will demonstrate an ability to work under pressure and provide accurate and prompt information to our customers and stakeholders. You will be the first point of contact for customers and will support the wider business, by handling incoming queries directly, in a timely manner.

Please note, this role follows a shift pattern.

What you’ll be leading on

• Responding appropriately to customers via a range of channels, including phone, email and white mail, to ensure queries and complaints are handled effectively and in a timely way.

• Record accurate reports of incoming real-time issues and calls from recovery companies, in order for the Regional Operations Centre to deploy resources as required.

• Act as an ambassador for National Highways, by promoting it services to external contacts and key stakeholders.

• Responding and logging high level correspondence

To be successful

• Ability to work effectively with others as part of a team delivering an efficient customer service.

• Ability to accurately capture, record and relay information using the appropriate technology, in an operational environment.

• Experience of working within a customer service environment, however contact centre experience is not necessary as you will receive a full, comprehensive training package upon commencing your employment with National Highways.

• Computer Literate and ability to multi-task.

• Excellent communication skills and telephone manner.

• A good level of written work, to accurately record details of contacts and compose responses to customers.

A bit about us

Making sure our customers have safe and reliable journeys is at the heart of everything we do in Operations. We keep the roads open for business and play a key role in making sure the network we manage is fit for purpose today and for the future.