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Customer Service Operator ( Quality Lead) - Maternity Cover job in Sheffield

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Job Ref:  25081706002
Employer:  AMEY
Job Type:  Contract
Country:  United Kingdom
County/State:  Yukon Territory
City:  Sheffield
Post Code:  S1
25/10/2016 00:06

What is the purpose of this role?

Deliver effective and efficient day-to-day service to customers by providing excellent customer service when processing service requests and resolving customer requests/ queries/ complaints. Providing high quality verbal and written responses within the agreed KPIs.

Reporting to: Customer Services Officer

The role involves some shift work and operates a shift rota. This may include some weekend working.


Answering high volumes of calls within the agreed targets for each contract.

Responding to verbal enquiries and complaints within agreed targets for each contract.

Responding to written enquiries and complaints within agreed targets for each contract.

Ensuring excellent levels of customer service and service delivery are maintained and exceeded

Process calls, email, letters, web and twitter requests via Amey’s chosen software.

Job ownership of all enquiries and complaints processed requests through to completion. This will include progress chasing and liaison with relevant operational team and on site staff

Proactive chasing

General administration tasks

High level of attention to detail at all stages of the request

Escalating customer queries/issues/complaints as appropriate

Adhere to company policy and procedures

Record and report any ‘non-compliance’ issues to the Customer Services Manager as soon as practicable

To 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.

Role Specific Responsibilities

Support shift team during peaks in workload to ensure all KPIs are met

Responsibility for recording and allocating emergency incidents

Manage the in box and allocate cases accordingly

Manage Approvals/Review procedure and in box

Monitor complaint progress via the dashboard to reduce failures and meet KPIs

Senior typist assisting with all written responses and drafting complex written responses

Provide support to Customer Services Officer quality checking all draft responses

Undertaking Customer Service audits and produce reports as required to evidence KPIs

Drive performance and excellence across the team

Offer support and advice to ensure cases are resolved within the agreed KPIs

Compile mitigation in relation to failures for Customer Services Manager

Identify potential service improvements

Ensure all customer experience KPI's are met in relation to both timescales and quality

Draft full, factual customer responses

Contact customers with a resolution to their queries in a timely manner

Work with operational teams to ensure customers receive an informative, accurate response

Ensure all warm transfers are responded to within agreed KPI's

Liaise with contact centre agents to resolve any issues

Use of One Note/Agreed data source to communicate information internally
Use of social media to communicate information externally


Members of Public

Members of the Emergency Services

Authorities Contact Centre Agents

Authorities Contact Centre Team Leader Internal

Customer Service Operators

Customer Service Operator Lead

Customer Services Officer

Customer Services Manager

Operations Manager (OCR)

Operational Teams

OOH Amey Contracts

what are we looking for?

Person Requirements


English GCSE or equivalent.

Mathematics GCSE, or equivalent

Word processing qualification


Proficient typing speed

Good IT knowledge including all Microsoft Office Packages and social media


Customer Service

Call handling

Problem solving

Ability to lead

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