Customer Service Agent
East Area – To be based Leicester LE7 7GU, TRAVEL REQUIRED
Fundamental to living our core values is having great people in our business. That's why we believe that Amey is only as great as the people we employ. We place great value on our people and the contribution they make to our business, that’s why we aim to offer a competitive benefits package to all of our employees. Working for Amey you will receive a competitive salary and will be able to join our contributory pension scheme. In addition you will be entitled to Company sponsored life assurance and a generous holiday entitlement. You will also be invited to join Amey Choices which offers a range of flexible benefit options and offers additional benefits available throughout the year. Amey is an equal opportunities employer.
What is the purpose of this role?
To be a personable and professional contact for our customers when dealing with high priority dissatisfaction linked to waste water.
To support our operational teams and the further customer function. To communicate effectively between our customer and our internal teams and client in good time (KPIS).
To understand true customer dissatisfaction against our set process and drive improvements.
What will this role involve?
To effectively manage high priority customer dissatisfaction adhering to our service level agreement of 5 days.
To communicate with the wider business, stakeholders and teams to ensure thorough investigation into all complaints, reporting back precisely and timely.
To help reduce written communication from our customers by examining our customer journey unique to each customer circumstance.
Effectively and pro-actively building relationships with internal and external teams by working close to your County and also attending our main Office on said occasion.
To understand our customer survey feedback and identify growing trends and present this to your teams weekly at a Local Com Cell.
To ensure the accurate closure of Amey written complaints assigned to a system called Dynamic, selecting and understanding the root cause of dissatisfaction.
Speaking to our customers, by phone or in many cases face to face resolving the complaint fully to the customer satisfaction, within the given timescale provided. Arrange or participate in high priority/stage 2 complaints conference calls to provide updates, next steps or possible resolution with client.
Also to recognise and commend positive behaviours in form of Star Awards ensuring recognition to colleagues where possible.
Amend letter templates and complete mail merging. Deliver to customer using the Paragon system to help deliver letters to customers relating to Emergency Works, Works starting, Misuse, IRF Requests and Access requests to keep customer informed.
Document the letter on the DCCE
Log with all required data.
Proactively speaking to customers when on site completing audits that relate to misuse blockages. Talking the crews through the basic process of misuse and the positive impact when delivering information and guidance to our customers.
Report all identified Close Calls ensuring yourselves, our customers & colleague's are not left in any dangerous situations whilst on site, post site visit or in the office.
Working Hours: Monday to Friday 08:00-16:00
What are we looking for?
Customer Service related qualification or equivalent.
Demonstrations of excellent customer service and dealing with sensitive emotional circumstances.
Ability to work under pressure, think clearly and act decisively.
Excellent personal organisation skills.
Excellent listening and communication skills that can be presented.
Excellent problem solving skills with objective analysis driven by customer need.
Flexible approach to work.
Good foresight and the ability to plan ahead.
Uncompromising over achieving customer standards
Receptive to change and committed to continuous improvement
Proactive thinking Innovative 'Think outside the box' Computer literate for the use of a range of office software, including email, spreadsheets and databases and Microsoft Office Strength of character to guide others in a clear, concise and fair manner
Good problem solver
Ability to adapt to change Ability to work unsupervised
The ability to actively influence events
To recognise opportunities and to act on them to improve the experience
Value and respect for others
Ability to work with others to achieve a common goal effectively
Previous experience in a customer service/administration role
Ability to work alone or as part of a team
Previous telephony experience
Ability to work to deadlines
Can do attitude Good communication skills to deal with clients and third parties
Able to communicate with members of the public and have the ability to defuse situations
Be flexible with regard to working patterns to meet the business needs
Can maintain full focus in a fast moving business environment.
Client focused approach to delivery
Knowledge of Health and Safety legislation
What makes this role unique?
You will be responsible for recording, monitoring and maintaining all customer performance and satisfaction results/surveys. Working proactively with operations and the customer function.