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Customer Service Operator
Customer Service Operator
The main purpose of the Customer Service Operator is to deliver effective and efficient customer facing services, by processing maintenance, undertaking compliance related tasks and resolving customer requests/queries/complaints.
The role holder will provide first line support for Amey Contracts, employees and partners and be responsible for maintaining client relationships through a quality standard level of customer service. As a critical point of contact, the role holder represents Amey both internally and externally, therefore the role holder will also be responsible for upholding Amey’s values at all times.
Day to Day Task Management
- Management for all customer queries/requests/complaints received in Customer Services from Amey employees, clients and contracts.
- Answering high volumes of calls within agreed targets for each contract.
- Ensuring excellent levels of customer service and service delivery are maintained and exceeded.
- Process calls, e-mail, and web requests via Amey’s chosen software.
- Job ownership of all processed requests through to completion. This will include progress chasing and liaison with client and on-site staff.
- Escalating customer requests / queries / complaints as appropriate.
- Understanding relevant contract response times and Service Level Agreements in the transacting of customer queries/requests/complaints.
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General Customer Service Activities
- General Administration tasks that are required for normal functioning and out of scope projects for Customer Services.
- Completion of all shift responsibilities such as: monitoring of web events, e-mail events, and external web applications systems and running of daily/weekly/monthly reports.
- Demonstrate confidence in daily responsibilities and system use to existing and new clients.
- Proactively following up to see cases through to completion, and making proactive outbound telephone calls.
- Ensuring high level of attention to detail in all work tasks, i.e., cases, reports, requests.
- Adhering to Amey company policy and Customers Services processes.
- Record and report any ‘non-compliance’ issues to a Team Leader/Manager as soon as practicable.
- To provide regular management information reports as and when required.
- Assist in the delivery of targeted Customer Services training to new employees as and when required.
- Assistance in the creation and analysation of performance/improvement reports, to be sent to the Customer Services Manager at the end of each month.
- Scheduling responsive and planned appointments for field-based operatives across the business.
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Collaborative Working
- Drive and promote the Amey cultures and values from within the team.
- Liaising with and directing field-based operatives across the business.
- Working within Group Shared Services (GSS) to promote best practice.
Size & Scope
Working within the Customer Services Contact Centre, managing multi-channel customer interactions. Undertaking specific activities for Amey contracts as and when required, i.e., the coordination and jeopardy management for FM contracts, preparing and accurate safe digs packs. The role will involve shift work and operates on a shift rotation over seven days.
Relationships
External
- Members of Public
- Members of the Emergency Services
- External Customers
- Clients
- Public
- Consumer / End User
Internal
- Team leaders & senior management
- Amey Contract teams
- Internal Customers (Accounts / Contracts)
- Customer Service Centre Managers
- Business Partner
- Campaign Manager
- Operational Management
- Customer Service Team
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