Customer Communication Advisor Ref: AM09619

About Amey

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?

The amey-Black & Veatch (aBV) joint-venture is responsible for delivering the Scottish Water Wastewater Infrastructure Programme to alleviate sewer flooding and reduce discharge of pollution to Scotland’s watercourses. The Programme includes more than 400 projects with a value in excess of £360M over 6 years. As part of this programme the aBV Customer Team works with the Scottish Water Customer Team to plan and support construction of the projects to minimise impact on local communities and create positive customer experiences. The Customer Advisor will assist the Customer team in all relevant projects and activities to meet aBV and Scottish Water objectives and needs. Working in a fast paced environment as a Customer Advisor you will help ensure we deliver excellent customer service to our customers that are impacted by construction of wide range of different projects You will face different and very varied customer issues on a daily basis and will have to develop innovative solutions and go the extra mile to ensure we achieve excellent customer service. You will help develop up a planned approach to develop up Communication Strategies to help minimise the impact of our works for the communities that we work.
Working Hours: 08:00-17:00 Monday to Friday
 

Key Responsibilities

Assist with administration for the Customer Team tasks.
Review and answer Customer contacts to ensure our Business KPIs are met. Maintain ‘Promise’ customer contact database.
Build and develop collaborative relationships with client (Scottish Water).
Ensure all Customer Engagement Plans are up to date.
Help maintain good working relationships with the Client and other interested parties.
Develop external customer communications for projects, i.e. issuing project updates for various media methods and outputs
Conduct customer site perception audits.
Support & help set up Public Information Events Stands & Customer Legacy Events.

What are we looking for?

Competencies

Ability to communicate with people in a friendly and courteous manner.
Positive approach to change, implementing new procedures and addressing any resistance encountered.
Excellent organisational skills including the ability to progress numerous initiatives and actions simultaneously prioritise work under pressure and complete within deadlines.
Enthusiasm to develop new skills and think laterally for innovative solutions where necessary.
Ability to work in a busy environment as a member of a team.

Essential

Excellent customer communication skills
Ability to resolve customer issues and go the extra mile to ensure customers we provide excellent customer service.
Computer literate and conversant with the MS Office suite
Good written and oral communication and organisational skills
Ability to prioritise and manage multiple tasks or projects to deadline and / or budget.
Desire to develop existing skills and acquire further understanding of the waste water construction industry to enhance personal and team capability
Proven ability to work within a team environment with a dedicated approach to meet project deadlines
Proven Self-motivated with the drive to achieve continuous improvement targets
A Driving Licence

 

What makes this role unique?

You will be responsible for recording, monitoring and maintaining all customer performance and satisfaction results/surveys, KPIs and KPMs.
 
 

Further Information

Key relationships:
Communication Managers 
Project Managers
External customers
 
Base Location [to be confirmed]:
aBV Office at Buchanan Gate, Stepps
 
Special requirements:
Some travel within Scotland

Publicada el 04-07-2019

Área funcional: Administración

Motherwell, Escocia, Reino Unido

Tipo de contrato: Permanent