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Customer Service Operator - Speke

Customer Service Operator - Speke

Job Title: Customer Service Operator - Speke
Contract Type: Permanent
Location: Liverpool
Start Date: ASAP
Reference: Amey9
Job Published: March 11, 2020 16:01

Job Description

Customer Service Operator - Speke, Liverpool

Creating better places to live, work and travel

About us
Fundamental to living our core values is having great people in our business. That's why we believe that Amey is only as great as the people we employ.    

We place great value on our people and the contribution they make to our business, that’s why we aim to offer a competitive benefits package to all of our employees.      


Working for Amey you will receive a competitive salary and will be able to join our contributory pension scheme. In addition you will be entitled to Company sponsored life assurance and a generous holiday entitlement. You will also be invited to join Amey Choices which offers a range of flexible benefit options and offers additional benefits available throughout the year.     

The role
This role is responsible for maintaining a fantastic standard of customer service and being first point of call for customers via telephone.

Key duties
Answering inbound calls

Assisting the Customer Service Manager with the investigation of high level complaints       

Accessing and collating data for sensitive and vulnerable customers and ensuring compliance with the DDA    

Working in line with Amey’s agreed SLA’s

Managing/maintaining customer relationships/expectations at all levels and ensuring that our customers are informed with accurate and reliable information         

Maintaining, recording and monitoring 100% compliance with Supply Interruption Forms       

Monitoring, recording and assisting with the investigation and resolution of customer response complaints (CRC), and providing feedback on resolution       

Producing and maintaining customer information packs       

Identifying and escalating any concerns that could lead to wide scale customer or environmental impact       

Acting as the central point of contact for all operational staff customer administration requirements       

Monitoring and recording Customer Questionnaires and ensuring follow up issues on returned questionnaires are dealt with and responses recorded       

Administration duties, creating customer information letters, filing/scanning, printing, folding of letters      

Skills & experience
Previous experience in a customer service-based role is preferable

Professional telephone manner and comfortable with working in a heavily telephone based role

Ability to work under pressure, think clearly and act decisively  

Excellent organisational skill and fantastic attention to detail   

Excellent listening and communication skills      

Flexible approach to work      

Computer literate for the use of a range of office software, including email, spreadsheets and databases and Microsoft Office

Ability to work in a fast-paced environment

Previous administration experience is desirable

Other Infomation
 This role is based in our office in Speke, Liverpool.

There are several different shift patterns available –

Monday – Friday 8am – 4.30pm

Weekend Only – Saturday & Sunday

Rotation Shift – Monday – Sunday, 7am – 10pm including 1 in 4 weekends

These are permanent roles and come with benefits of working for Amey.

Free onsite parking

Onsite restaurant

24 days holiday plus 8 bank holidays

Save with Amey scheme

Cycle to work scheme