Customer Service Operator - Speke, Liverpool
Creating better places to live, work and travel
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.
This role is responsible for maintaining a fantastic standard of customer service and being first point of call for customers via telephone.
Answering inbound calls
Assisting the Customer Service Manager with the investigation of high level complaints
Accessing and collating data for sensitive and vulnerable customers and ensuring compliance with the DDA
Working in line with Amey’s agreed SLA’s
Managing/maintaining customer relationships/expectations at all levels and ensuring that our customers are informed with accurate and reliable information
Maintaining, recording and monitoring 100% compliance with Supply Interruption Forms
Monitoring, recording and assisting with the investigation and resolution of customer response complaints (CRC), and providing feedback on resolution
Producing and maintaining customer information packs
Identifying and escalating any concerns that could lead to wide scale customer or environmental impact
Acting as the central point of contact for all operational staff customer administration requirements
Monitoring and recording Customer Questionnaires and ensuring follow up issues on returned questionnaires are dealt with and responses recorded
Administration duties, creating customer information letters, filing/scanning, printing, folding of letters
Skills & experience
Previous experience in a customer service-based role is preferable
Professional telephone manner and comfortable with working in a heavily telephone based role
Ability to work under pressure, think clearly and act decisively
Excellent organisational skill and fantastic attention to detail
Excellent listening and communication skills
Flexible approach to work
Computer literate for the use of a range of office software, including email, spreadsheets and databases and Microsoft Office
Ability to work in a fast-paced environment
Previous administration experience is desirable
This role is based in our office in Speke, Liverpool.
There are several different shift patterns available –
Monday – Friday 8am – 4.30pm
Weekend Only – Saturday & Sunday
Rotation Shift – Monday – Sunday, 7am – 10pm including 1 in 4 weekends
These are permanent roles and come with benefits of working for Amey.
Free onsite parking
24 days holiday plus 8 bank holidays
Save with Amey scheme
Cycle to work scheme