Customer Service Operator, Hybrid Work, Urgent

Overview

Your New Role

Amey have a fantastic opportunity for a Customer Service Operator to join Amey's Customer Services Team in Liverpool. This is a full-time, permanent role that offers hybrid working.

The purpose of the role is to be responsible for the recording, monitoring, and maintaining of all regulatory client information and supplying this information to the Customer Service Manager and client.

The standard hours of work are based on 37.5 hours per week.

You will be responsible for:

• Recording, monitoring and maintaining all customer performance and satisfaction results/surveys.
• Accessing and collating DDA data for sensitive and vulnerable customers.
• Maintaining and monitoring 100% compliance with supply interruption forms.
• Recording and implementing GSS payments generated by Amey's works.
• Monitoring, recording and assisting with the investigation and resolution of complaint letters.
• Assisting the Customer Service Manager with the investigation of high-level complaints.
• Assisting in developing members of staff in all aspects of customer care.
• Managing/maintaining customer relationships/expectations at all levels.
• Producing and maintaining customer information packs.
• Building long-term relationships with the supply chain and external clients.
• Driving innovation and efficiencies to provide best value for the client.
• Ensuring daily CRC reports are monitored/checking any new customer issues for appropriate action.
• Assisting with the resolution of customer response complaints (CRC), providing feedback on resolution.
• Producing and maintaining operative call-out lists for in-hours and out-of-hours call out.
• Identifying and escalating any concerns that could lead to wide-scale customer or environmental impact.
• Acting as a point of contact for all operational staff customer administration requirements.

Amey want to hear from you if you have:

• Experience in a similar role Customer Service/administration.
• Proficient in MS applications including Excel, Outlook, and Teams.
• Flexible in your approach.
• Approachable with good communication skills.
• Highly organized with the ability to maintain high standards.
• Ability to work towards deadlines.
• Professional telephone manner.

What Amey can offer you

When you join Amey, Amey can offer flexibility, career development, a choice of benefits and support that help you through all life’s ups and downs.

• Career Development - Exceptional development and progression plan.
• Pension - Generous pension scheme which Amey will contribute to.
• Holidays - Minimum 24 days holiday + Bank Holidays.
• Choices - Amey's flexible benefits scheme is tailored by you, including buying additional annual leave, cycle2work scheme, charity giving, and gym membership.
• Save with Amey - Amey's online voucher portal gives you access to thousands of discounts from leading retailers.
• Social Value - You’ll get 2 Community Involvement Days each year to volunteer for a charity of your choice.

Amey embrace difference and support individuals to work in ways that work best for them.

Amey is committed to working sustainably and by working in partnership with the communities Amey serve, so people and the planet are protected.

Who is Amey?

• Amey is at the heart of modern Britain, helping the economy to grow by designing, maintaining, and transforming the nation’s strategic assets.
• Amey's 11,000 people are behind the critical services the country relies on every day.
• Amey's unique engineering and operations experience, together with data-driven insight from Amey's consulting business, delivers better results for Amey's clients.
• Amey is trusted partners of Government – both national and local – managing assets and complex projects vital to sustainable growth.