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Customer Service Coordinator

May 9, 2019 | Comments Off on Customer Service Coordinator

Title: Customer Service Coordinator Salary and benefits: A competitive salary, 26 days annual leave, Matched pension scheme - Up to 7.5%, x 2 Share schemes, numerous retail discounts Location: Birmingham Business area: Highways Introduction: Kier Strategic Highways are looking to recruit a Customer Service Coordinator to join the Customer and Communications team on the Highways England Area 9 contract. Kier Highways design roads, bridges and intelligent transport systems (ITS), covering strategic and nationally important roads, as well as local roads serving local communities. Our projects range from major improvements to complete renewals of roads and structures. With specialist teams, we manage complex works from conception through to handover at the end of maintenance periods. Key Responsibilities:
  • Know your patch locally and understand the demographic and characteristics that drive customer behaviour.
  • Provide support to the CSM and internal departments planning works helping them to consider the customer first before mobilising.
  • Drive efficient case resolution while still achieving a "best in class" customer first approach.
  • Collate and provide information to your CSM to allow them to effectively be the lead contact for informing your patch of any works or activities that are likely to affect local customers.
  • Support and guide internal teams on what proactive communications tasks should be implemented to mitigate and/or reduce public concern/negativity.
  • Ensure all processes are followed including escalation where appropriate.
  • Identify emerging issues that are likely to have an adverse impact on delivery and/or customer satisfaction.
  • Adhere to contractual requirements and KPIs.
  • Act as an internal ambassador for delivering a "best in class" customer first approach in accordance.
  • Keep up to date with local news and publicity on items that may affect your patch.
  • Log, track and monitor all customer issues in your patch using the information to inform upcoming works.
  • Attend internal meetings on behalf of your CSM if required.

Key Skills and Qualifications:
  • Ability to empathise with all customer groups.
  • A clear demonstration of wanting to please our customers.
  • Ability to multi-task.
  • Excellent at record keeping and evidence gathering.
  • Be open to new ideas for improvement and future learning.
  • Self-disciplined and organised.
  • Keen eye for detail.

About Kier:

Make the journey. Leave a legacy.

Being part of Kier means living our values of being collaborative, enthusiastic and forward thinking. We all have the potential to shape our world, and it's through these values that we will leave a lasting legacy. Bring your talent and ambition to Kier and you will be given the scope and opportunity to invest in your own future, to build your expertise and contribute to a rich and diverse culture.

Kier is an inclusive employer.

Let's shape your world together.

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