customer relations Liverpool, England
Job description
Purpose of the role
We are looking for someone to Deliver effective and efficient day-to-day service to internal and external customers by providing excellent customer service when processing maintenance requests, undertaking compliance related tasks and resolving customer requests/queries/complaints.
You will resolve issues via telephone and digital platforms while effectively balancing business needs with the needs of the customer, to ensure a satisfactory and mutually beneficial resolution to all the issues.
Please note this is a hybrid work model –currently you will be expected to work at least twice a week from our office based in Matchworks, Liverpool, L19 2PH.
We expect a flexible approach to this with the willingness to increase in office attendance for training and meetings on an ad hoc basis as the business requires. Please be aware this requirement is subject to regular review and may change in the future.
Since this role is based in our 24-hour Customer Service Centre, you will cover shifts on various rotations from Monday till Sunday. This is a permanent role, and you will be working 37.5 hours per week. The earliest shift starts at 6AM and latest finish is at 8PM. Shift pattern will be provided to you in advance.
Amey Customer Services operates a blended service model across 26 contracts covering a range of tasks including telephony-based service desks, administrative responsibilities and monitoring of email inboxes. This includes the creation of SafeDig packs whereby we are tasked with gathering data on underground cable and pipe networks to create packs to ensure our clients are fully prepared to plan and carry out any groundworks safely and with minimal risk.
About the role
- Receiving inbound/making outbound telephone calls within agreed performance targets
- Effectively manage each issue logged, timely assign or escalate to relevant Technical/Operational Support and always take responsibility of each issue logged and that it is correctly logged on the company’s management systems
- Adhere to processes
- Use effective call control to keep escalations to a minimum
- Ensure all complaints are acknowledged & logged
- Deliver excellent customer service and manage the needs of customers through a range of communication channels (phone and email)
- Be accountable for meeting personal individual and team goals (KPIs)
- Continuously identify/highlighting/suggesting work process improvements and communicate to line manager
- Provide administration and business support functions across all service areas as directed, ensuring that an effective and customer focused service is delivered within required timescales- focus on admin
- Collation and input all data as necessary to ensure Service Performance is maintained and all contractual and non-contractual management reporting requirements are satisfied attention to detail
- Prioritise work queue and co-ordinate work and monitor the progress of work against client and business requirements to achieve delivery deadlines
- Issue all works orders and enquiries (emergency, reactive, routine and cyclical works) to operational resource using all means necessary (i.e. telephone, electronically or by other means)
- Keep relevant systems up to date. Record completion of events and ensure schedule of items are recorded as an accurate reflection the works carried out for all emergency, reactive, routine, and cyclical works orders
- Answers, resolve and fulfils inquiries by clarifying desired information, researching, locating, and providing information
- Possibility of MOJ & MOD Clearance
What are we looking for?
- Proficient in Microsoft office products, including Microsoft Word and Excel
- Analytical & problem-solving thinking
- Excellent communication skills, both verbal and written
- Multi-tasking in a fast-paced environment
- Good understanding of administration practices and disciplines
- Good standard of numeracy, IT skills, literacy
- Ability to adapt to a variety of people to ensure customer & client satisfaction
- Ability to work well within a team environment
- Customer centric
- Excellent time keeping and time management skills
In return
Our rewards make us feel valued here at Amey. If you’re happy, you’ll think better. It’s a simple formula but one that puts your wellbeing as a top priority, that’s why we’ve worked hard to build a reward and benefits program that puts you first, including:
- Competitive salary
- Exceptional development and progression plan
- Contributory Pension Scheme
- Minimum 24 days holiday + Bank Holidays
- Additional Leave Purchase Scheme
- Amey Rewards Portal including healthcare, free GP service and dental vouchers
About Amey
We’re all originals here and our individuality is an asset. We have unique backgrounds and personalities, which means we all bring different ideas to the table. But we do have one thing in common: we all take personal pride in our public service. With every drop of water and spark of electricity we supply, with every bolt we tighten and with every guiding golden nugget of advice, we better manage the services that we all use and rely on every day, ensuring every household in Britain benefits from our work.
Amey is one of the top five support services suppliers in the UK. We employ 11,000 people, have a turnover of £2.1bn and a strong forward order-book. Every household in Britain benefits from the work we do. We maintain the UK’s road and rail infrastructure, keep schools safe and clean, manage the UK’s defence estate, safely escort prisoners and keep prisons and courts secure. All of this is underpinned by our leading consulting capabilities which uses engineering design and data analytics to better manage the services we all use and rely on.
As one of us, you can really be you because your individuality is an asset. You’re surrounded by a team of people who want you to grow and embrace new challenges. People who care about your job satisfaction as well as your wellbeing. There’ll be experiences as original as you are, in a career that can feel like many rolled into one. You’ll be stretched but always supported. Whether it’s working on the biggest bridge in the country, learning to get to grips with the latest technology, or just working with a great group of people every day, you’ll find what gets you out of bed in the morning at Amey.
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 [email protected] to discuss any access needs and reasonable adjustments that may be required at any point during the recruitment process.
