Customer Service Operator

We have a fantastic opportunity for a Customer Service Operator to join our Customer Services Team in our Liverpool Matchworks Office.

The purpose of the role is to be responsible for the recording, monitoring and maintaining of all regulatory client information and supplying this information to the customer service manager and client.

Since this role is 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 the latest finish is at 8PM. Shift pattern will be provided to you in advance.

You will be responsible for:

• 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. 

• 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.

We want to hear from you if you have:

• Experience in a similar role Customer Service/administration
• Proficient in MS applications including Excel, Outlook and Teams
• Flexible in your approach
• Approachable with good communication skills
• Highly organised with the ability to maintain high standard
• Ability to work towards deadlines
• Professional telephone manner
• Proactive planning to deliver complex plans for service delivery
• The ability to work under pressure and deliver within tight deadlines, to prioritise own workload and
• Exceptional organisational skills particularly in time and diary management

What we can offer you

When you join us, we can offer flexibility, career development, a choice of benefits and support that help you through all life’s ups and downs. It’s the reason why Investors in People put us among the top 1% of employers and we have a competitive reward and benefits program

• Career Development - Exceptional development and progression plan
• Pension – Generous Pension scheme which we will contribute to
• Holidays - Minimum 24 days holiday + Bank Holidays
• Choices - Our flexible benefits scheme is tailored by you, including buying additional annual leave, cycle2work scheme, charity giving and gym membership
• Save with Amey - Our online voucher portal gives you access to thousands of discounts from leading retailers to help you save on shopping, days out, or nights in. It includes healthcare, free GP service, dental vouchers
• Social Value - You’ll get 2 Community Involvement Days each year to volunteer for a charity of your choice and further opportunities to support fundraising initiatives

We embrace difference  and  support individuals  to work in ways that work best for them.

We are  committed to working  sustainably  and by  working in partnership with the communities we serve, so  people and the planet are protected.

Who is Amey?

• We are at  the heart of modern Britain , helping the economy to grow by designing, maintaining and transforming the nation’s strategic assets.
• Our 11,000 people are behind the critical services the country relies on every day.
• Our unique  engineering and  operations  experience, together with data driven insight from our  consulting business,  delivers better results for our clients.
• We are trusted partners of Government – both national and local – managing assets and complex projects that are vital to the sustainable growth of the country.

To find out more take a look at our website