Customer Service Operator - Liverpool, United Kingdom - Amey

Amey

Verified Company

Liverpool, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Purpose of the role

We are looking for someone to provide an excellent level of customer service care to all our external and internal clients and take ownership of issues by resolving them in the most efficient and effective manner in our 24-hour Customer Response Centre.

You will answer calls and resolve issues over telephone and digital platforms while effectively balancing business needs with the needs of the customer, to ensure a satisfactory and mutually beneficial resolution to all the issues.

Please note this is a hybrid work model - you will be expected to work at least once a week from our office based in Matchworks, Liverpool, L19 2PH.

Since this role in based in our 24-hour Customer Response Centre, you will cover shifts on various rotations from Monday till Sunday.

This is a permanent role and you will be working 37.5 hours per week. The earliest shift starts at 6AM and latest finish is at 8PM. Shift pattern will be provided to you in advance.

Amey have won the Future Defence Infrastructure Services (FDIS) Regional Accommodation Maintenance Services (RAMS) contracts and will manage the Ministry of Defence (MoD) Service Family Accommodation (SFA) estate for the Central and North regions over the next seven years.

In these contracts we will look after properties allocated for Service families, providing statutory and mandatory checks, repair, and maintenance services.

About the role

Receiving inbound/making outbound telephone calls within agreed performance targets
Effectively manage each issue logged, timely assign or escalate to relevant Technical/Operational Support and always take responsibility of each issue logged and that it is correctly logged on the company's management systems
Adhere to processes
Use effective call control to keep escalations to a minimum
Ensure all complaints are acknowledged & logged
Be accountable for meeting personal individual and team goals (KPIs)
Continuously identify/highlighting/suggesting work process improvements and communicate to line manager
Provide administration and business support functions across all service areas as directed, ensuring that an effective and customer focused service is delivered within required timescales

- focus on admin

Collation and input all data as necessary to ensure Service Performance is maintained and all contractual and noncontractual management reporting requirements are satisfied attention to detail
Prioritise work queue and coordinate work and monitor the progress of work against client and business requirements to achieve delivery deadlines
Issue all works orders and enquiries (emergency, reactive, routine and cyclical works) to operational resource using all means necessary (i.e. paperwork, telephone, electronically or by other means)
Keep relevant systems up to date. Record completion of events and ensure schedule of items are recorded as an accurate reflection the works carried out for all emergency, reactive, routine, and cyclical works orders
Answers, resolve and fulfils inquiries by clarifying desired information, researching, locating, and providing information
Possibility of MOJ & MOD Clearance

What are we looking for?

Proficient in Microsoft office products, including Microsoft Word and Excel
Analytical & problemsolving thinking
Excellent communication skills, both verbal and written
Multitasking in a fastpaced environment
Good understanding of administration practices and disciplines
Good standard of numeracy, IT skills, literacy
Ability to adapt to a variety of people to ensure customer & client satisfaction
Ability to work well within a team environment
Customer centric
Excellent time keeping and time management skills

In return
Our rewards make us feel valued here at Amey. If you're happy, you'll think better.

It's a simple formula but one that puts your wellbeing as a top priority, that's why we've worked hard to build a reward and benefits program that puts you first, including:

Competitive salary
Exceptional development and progression plan
Contributory Pension Scheme
Minimum 24 days holiday + Bank Holidays
Additional Leave Purchase Scheme
Amey Rewards Portal including healthcare, free GP service and dental vouchers

About Amey
We're all originals here and our individuality is an asset. We have unique backgrounds and personalities, which means we all bring different ideas to the table.

But we do have one thing in common:
we all take personal pride in our public service.

With every drop of water and spark of electricity we supply, with every bolt we tighten and with every guiding golden nugget of advice, we better manage the services that we all use and rely on every day, ensuring every household in Britain benefits from our work.

Amey is one of the top five support services suppliers in the UK. We employ 11,000 people, have a turnover of £2.1bn and a strong forward order-book. Every household in Brit