Balfour Beatty plc
Customer Service Advisor
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About The Role
The Customer Service Advisor will support and manage effective and efficient customer service, within National Specialist Services operating environment ensuring efficient turnaround of customer queries, sales and service requirements.
To effectively record and distribute information relating to all customer contacts and provide updates as required.
Responsibility will be placed on balancing the needs of the customer and our organisation to reach an acceptable outcome.
- Support/Assists the Project manager/Project Director to manage customer expectations and needs and enhance sales and margin.
- To determine the most appropriate means of satisfying customer/project requirements, objectives and constraints; time, cost, quality, scope, risk and benefits.
- Build rapport with clients and colleagues and promoting a professional image at all times in support of the company’s and departmental values.
- Provide an after sales service to customers including Customer satisfaction surveys.
- Manage own workload and operate effectively and energetically as part of the team, contribute to the efficient resolution of all customer contacts whilst maintaining high levels of service to internal and external customers.
- Take personal ownership of queries and follow through to completion, including ensuring that the customer is satisfied with the outcome.
What you'll be doing
- Prepare both internal/external reports and liaise with stakeholders.
- Ensure a relentless focus on Zero Harm & keep up to date with changes in legislation.
- Assist the Project Manager to lead risk/opportunity reviews.
- Assist management of subcontractors, including monitoring of contractor attendance and progress, providing direct instruction and support as necessary, such that contractual arrangements are achieved.
- Follow targets/KPI’s in line with project objectives and monitor performance.
Schedule
- Help to develop, implement and periodically update sales loaded schedules in all three units.
- Ensure that sales and costs are in line with the budget to ensure cost control.
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Who we're looking for
- Experience in managing risks and change processes.
- Understanding of the standard forms of contracts.
- Able to communicate effectively both verbal and written with all levels of the customers and internal organisations.
- Good interpersonal skills that enable working relationships to be developed at all levels across the business and be able to negotiate and influence customers.
- Able to undertake work in high pressure situations with a flexible attitude.
- A record of a solutions-based approach to problem solving.
The Following Qualities/experience Are Desirable
- Experience of working on a variety of project types.
- Holds or working towards a formal qualification (BSc/MSc) in management or experience equivalent.
- Holds or working towards either the APM PFQ/PMQ.
- Holds CSCS and SSSTS or Equivalent.
Why work for us
Day in, day out, our teams deliver some of the UK’s most ambitious, exciting and meaningful projects; developing, building and maintaining the vital infrastructure that supports national economies and strengthens communities.
Why join us?
Benefits
As if contributing to and supporting work that makes life better for millions wasn’t rewarding enough, we offer a full range of benefits too. You’ll have the freedom to shape the package that’s right for you and your life. Here are some of our key benefits:
- Smart working, giving you more flexibility such as staggered start and finish times, with up to 40% remote working, where roles allow.
- 25 days paid annual leave (pro rata).
- Family friendly policies which include 28 weeks full pay for maternity/adoption leave and four weeks full pay for paternity/partners leave.
- Pension, share incentive plan, volunteering leave, recognition schemes and much more…
About Us
Balfour Beatty works at the heart of the UK’s rail networks – designing, enhancing and maintaining thousands of miles of the railways that connect communities and underpin growth.
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From feasibility studies, planning and design through to implementation and asset management, we provide multi-disciplinary rail infrastructure services across the lifecycle of rail assets. Our expertise covers electrification, track, power, civils, specialist rail plant, railway systems and technologies.
Diversity and inclusion
At Balfour Beatty we believe that diversity and inclusion are essential components of any successful, happy workplace. Through our Value Everyone Diversity and Inclusion Strategy and Action Plan, we are growing our diverse workforce and developing our inclusive culture where everyone is able to thrive and reach their full potential, regardless of their identity or background. To find out how we are making this a reality, visit www.balfourbeatty.com/diversityandinclusion.
To help and support us with our desired commitment to create an inclusive culture we are members of WISE, enei, Business Disability Forum and the Association for Black and Minority Ethnic Engineers (AFBE). In 2020, we signed the Audeliss and Involve Open Letter to demonstrate our commitment to taking key long term and sustainable actions on Black Inclusion. Balfour Beatty is also a Gold Award holder in the Ministry of Defence 'Employer Recognition Scheme' and actively encourage applications from Armed Forces personnel, veterans and reservists. As a Disability Confident Employer, we are committed to working with people who have disabilities and long-term health conditions to remove barriers for them in obtaining employment. We are also committed to offering applicants with a disability an interview if they meet the minimum requirements for the role. For more info, visit: https://disabilityconfident.campaign.gov.uk/
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