Customer Service Operator Ref: AM10995

A chance to be part of an award winning customer service team!

About Amey

We’re committed to creating better places for everyone. We take pride in making a difference, but also in being the difference: for the communities we serve, whatever the challenge, whatever the weather. By designing and consulting, building and maintaining, managing and investing in our country’s services and infrastructures we create better places to live, work and travel. As one of us, you can really be you because your individuality is an asset. You’re surrounded by a team of people who want you to grow and embrace new challenges. People who care about your job satisfaction as well as your well being. There’ll be experiences as original as you are, in a career that can feel like many rolled into one. You’ll be stretched but always supported. To bring out the better in you. To shine as a better team player or self starter. To help you commit to better each day, delivering whatever steps it takes, great or small, to create better places foreveryone. We believe that we are what we do.It’s more than just wanting to do better.At Amey we’re proud to be the better

What is the purpose of this role?

You will have an analytical mind and be able to offer great enthusiasm and a proactive approach to the role You will have the ability to adapt to business changes in a positive manner.Candidate Requirements:

• Strong communication skills, both written and verbal
• The ability to drive our culture & values from within the team
• A thirst for knowledge enabling you to continually stay up to speed with the fast-paced nature of the utilities industry
• The ability to work well under pressure and deliver within tight deadlines, to prioritise own workload and work with initiative

Size and scope: Working in the Contact Centre, who will strive to support their team in ensuring that the operations of Amey are running as efficiently as possible and is sufficiently supported by the Operations team.

What will this role involve?

• The ability to drive our culture & values from within the team
• A thirst for knowledge enabling you to continually stay up to speed with the fast-paced nature of the utilities industry
• The ability to work under pressure and deliver within tight deadlines, to prioritise own workload and work with initiative
• The ability to handle diverse workloads
• Being conversant utilising multiple works management systems
• Handling and resolving telephone and email enquiries from clients, tenants and colleagues
• Proactive outbound telephone calls – persuading and influencing tenants to arrange appointments
• Understanding of each contract’s response times and service level agreements (SLAs)
• Identifying and escalating early warnings for risk to response times/SLAs, productivity

What are we looking for?

Essential

• Multi-tasking in a fast-paced environment
• Embracing change as a way of working
• Constantly exploring the customer journey
• Excellent interpersonal skills
• Encourage an environment in which personal and business development is a key business imperative
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Desirable Skills

• Data Analytics

• Microsoft Office

 Experience

• Contact centre / Call Centre / Administration experience

 Qualifications

• English and Maths Grade C or above

Behavioural competencies

• Builds enduring customer relationships
• Understanding motivational needs
• Ability to communicate effectively
• Proactive planning to enable service delivery
• Create clear and inspiring goals for oneself to deliver service, holds self-accountable
• Self-motivated
• Develops and maintains good relationships with internal operational teams

 Technical competencies

• Proven IT skills, use of Data bases and Telephony systems
• Computer literate

What makes this role unique?

You will ensure that excellent levels of customer service and service delivery are maintained and exceeded.