Tamar Bridge – Customer Service Assistant Plymouth, England
Job description
Tamar Crossings seek to appoint a Customer Services Assistant to join the team at the Tamar Bridge. This is an exciting opportunity for a confident individual with good communication skills to provide excellent customer service support. Please read all the details before deciding whether the role is suitable for you and what we are looking for. This summary should be read in conjunction with the full job description and person specification.
Who we are
Tamar Crossings is responsible for the management, operation, maintenance and administration of the two crossings over the River Tamar – Tamar Bridge and Torpoint Ferry. With approx. 26,000 vehicles travelling with us every day, we play an important part in the local infrastructure, creating a link between Plymouth, Devon and South East Cornwall.
The Tamar Bridge and Torpoint Ferry are jointly owned by Cornwall Council and Plymouth City Council. The operation, maintenance and improvement of the crossings are funded through tolls charged. The Torpoint Ferry is the busiest chain ferry crossing in the UK, whilst the Tamar Bridge provides a link on the busy A38 Trunk Road for more than 14 million vehicles a year. The crossings operate a successful electronic tolling scheme which is used to pay the toll by 60% of vehicles crossing.
Our staff are critical in the operation of the crossings, and we are committed to attracting and retaining talent, providing opportunities for personal and professional development all whilst supporting the local community. The Customer Services Assistants play a key role in ensuring a safe, reliable and efficient service delivery through assisting the Customer Services and Finance Team Leaders to ensure that appropriate levels of customer services are maintained.
Find out more about what we have to offer!
What you will do
Based at the Tamar Bridge you will provide excellent customer service to all visitors and customers arriving at our Plymouth office. Duties include reception work, being the first point of contact and dealing with all enquiries arising either face to face, by telephone or using IT systems.
The main duties and responsibilities include:
- ensuring high levels of customer service and support is available to our TamarTag electronic tolling scheme and its 55,000 registered account holders
- setting up of new electronic tolling accounts using dedicated computer system, reviewing toll violation records, monitoring active, dormant & suspended accounts
- filing documentation either manual or electronically
- receiving and processing payments for new and established tag accounts, direct debit requests along with BACS or standing orders payments received.
- daily reconciliation of credit/debit card income and performing end of day balancing
- financial administration associated with the tolls taken by booth operators
- respond promptly to all emails and postal requests/enquiries daily
The skills you will need
The person specification gives a high level of detail of which skills and what experience we are looking for in the successful candidate.
In the first instance, you must be able to demonstrate:
- NVQ level 3 in Customer Service or equivalent or relevant experience
- good levels of literacy and numeracy
- interpersonal skills dealing with customers, suppliers and colleagues
- excellent communication skills
- exceptional customer service skills
- ability to multi-task, organise and prioritise varying workloads
- ability to write clear and accurate reports, letters to customers and other correspondence
Experience of:
- working in a customer service environment
- maintaining/developing systems for record keeping/filing, both electronically and paper based
- processing and accounting for customer payments
- handling cash
- Working with confidential and sensitive information
What else you need to know
You will possess a high level of computer literacy including use of Word, Excel, Outlook and other Microsoft packages.
Maintaining confidentiality of sensitive customer information in accordance with good practice and data protection legislation is critical to the role, as is ensuring systems are maintained and work processes are undertaken in accordance with workplace polices, Data Protection, Local Government and Financial regulations.
Pay & Benefits
Salary: £25,082 to £26,971 per annum based on 40 hrs/week (37 hours per week and 3 hours contracted overtime) Pay award pending.
08:45-17:15 – Monday – Friday
Benefits:
- Regular pay award for all employees negotiated by the National Joint Council (NJC)
- Local Government Pension Scheme – employer and employee contributions – currently 20% employer contribution
- A minimum of 25 days annual leave (or hours equivalent), pro-rata to contract, plus public/bank holidays
- Staff travel card for free crossings of the Tamar Bridge and the Torpoint Ferry
- 24/7 access to Employee Assistance Programme for you and your family
- Access to a Bike2work scheme
- Family friendly policies including shared parental leave, contractual maternity, paternity and adoption
- Learning and Development Opportunities
Interested?
Applications will only be accepted on the official application form, letters, CV’s, or other alternative methods will not be accepted. Presentation of the application form is important and may be assessed as part of the short-listing process.
Closing date: 0900 on 25th September 2023
Interviews: week commencing 2nd October 2023
To learn more about this exciting opportunity, or for an informal conversation, please contact Sue White, Customer Services Manager on 01752 361577
If you have not heard anything by 28th September 2023 please assume you have been unsuccessful. We are sorry but due to the expected volume of applicants we are unable to inform people individually or give feedback to people who are not successful in reaching the interview stages.
