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Customer Service Advisor

Posted: 22 Jul 2020 Closes: 20 Sep 2020
East Sussex, UK Competitive
Permanent & Full-time -896609344

About Costain and your project.

Costain helps to improve people's lives with integrated, leading edge, smart infrastructure solutions across the UK's energy, water, transportation and defence markets. We help our clients improve their business performance by increasing capacity, improving customer service, safeguarding security, enhancing resilience, decarbonising and delivering increased efficiency. Our vision is to be the UK's leading smart infrastructure solutions company. We will achieve this by focusing on blue chip clients whose major spending plans are underpinned by strategic national needs, regulatory commitments, legislation or essential performance requirements. We offer our clients leading edge solutions that are digitally optimised through the following five services which cover the whole lifecycle of their assets: future-shaping strategic consultancy; consultancy and advisory; digital technology solutions; asset optimisation and complex programme delivery. Our culture and values underpin everything we do.

For more information visit www.costain.com

East Sussex Highways is a joint venture between Costain and Jacobs which brings together all aspects of highway maintenance, such as roads, pavements, drainage, street lights, traffic signals, winter maintenance and highway structures such as bridges and retaining walls. These are all managed by this Joint Venture and sub-contractors working collaboratively with East Sussex county council to deliver the service.
What will I be doing?

Key Tasks and Accountablities
  • Provide a polite and professional response to customer enquiries by telephone, email and letter. Where possible take ownership of outstanding queries through to resolution within agreed timescales and maintain a complete record of all customer contact onto agreed systems
  • Respond to customer complaints with the aim to resolve at first contact where possible. Where this is not possible, escalate as appropriate
  • Undertake regular training to ensure that the information provided to customers is up to date and accurate
  • Undertake general office support and administrative functions appropriate to the role.
  • Understand and contribute to the development and delivery of personal and team objectives, including implementing improvements in office procedures and ways of working
  • Participate in regular supervision and team meetings and an annual Performance Appraisal. Identify and address personal development needs through that process with the support of the Customer Care Supervisor
  • To show a commitment to continuous development, to maximise your potential and ensure the efficient delivery of the Contact Centre service
MEASURES OF SUCCESS:
  • Feedback from progress meetings with Line Manager and colleagues
  • Monthly reporting deadlines all met
  • Customer/Client/Public Satisfaction results are analysed
  • Relationships with Members are professionally developed
SERVICE STANDARDS:
  • Act with integrity and professionalism at all times
  • Be open and honest in working relationships
  • Flexibility and resilience
  • Respect for confidentiality
  • Be an ambassador for the business at all times
ADDITIONAL INFORMATION:
  • At all times adhere to company procedures with regard to health and safety and
  • where applicable to ensure all team members do likewise.
  • At all times to behave in a way that supports the company's stated vision and values
  • and where applicable to ensure all team members do likewise.
  • This job may require working outside of normal office hours
About you

EDUCATION:

• 3 GCSEs pass at grade C or above (or equivalent) including English

• NVQ in Customer Service or other relevant subject.

EXPERIENCE:

• Significant experience which you can clearly demonstrate in a customer focused environment

• Contact centre experience

• Knowledge of Highway matters

KNOWLEDGE / SKILLS / COMPETENCIES:

• Excellent customer service skills

• Excellent listening and communications skills via all channels (telephone, letter, email, in person)

• Good IT skills including word processing and recording information while on the phone

• Able to handle demanding customers

• Able to convey information clearly and succinctly

• Good telephone manner

• Time Management

• Organisational skills

• Accuracy/attention to detail

• Ability to work to deadlines

ATTITUDE:

• Work in a team to deliver the service

• Constructively engage with people from all levels of East Sussex Highways to improve the service

• Previous good attendance Calm and patient under pressure

• Polite and patient attitude

• Ability to adapt positively to change

• Ability to work in a fast-paced environment

• Flexible approach to work
Final Statement

We listened to our employees so our Core Benefits are funded by us and include a Group Pension Scheme, Employee Assistance Programme, Life Assurance, Income Protection and funded membership to a Professional Institute. In addition to this we also offer a Private Healthcare Scheme, Private Dental Scheme, Cycle to Work, Volunteering Days and Save as You Earn Scheme.

At Costain we aim to be an accessible, diverse and inclusive organisation to continue to meet our customers' needs. We will be industry leading in our approach and people from all backgrounds will be proud to work for Costain. Our goal is to have a workforce that is representative of society.

We actively encourage applications from candidates who have a relationship with the armed forces community whether as a currently serving member or reservist, ex-military or wounded personnel or as a member of a service family.

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