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Customer Service Operator job in London South West

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Job Ref:  25094562001
Employer:  AMEY
Job Type:  Permanent
Country:  United Kingdom
County/State:  London
City:  London South West
18/10/2016 00:05

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 makes this role unique?

You will ensure that excellent levels of customer service and service delivery are maintained and exceeded.

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

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