May

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Customer Service Manager

May 9, 2019 | Comments Off on Customer Service Manager

Title: Customer Service Manager 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 Manager 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:
  • Be the face of Kier and Highway England in your patch.
  • Know your patch locally and understand the demographic and characteristics that drive customer behaviour.
  • Provide clear direction and leadership to departments dealing with customer issues to achieve the right solution.
  • Provide support to departments planning works helping them to consider the customer first before mobilising.
  • 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.
  • Achieve and maintain department and contractual requirements and KPIs.
  • Identify opportunities for continuous improvement and create a culture of innovation and efficiency throughout your patch.
    • Key Skills and Qualifications:
  • Results orientated with a drive to make things happen.
  • Ability to empathise with all customer groups.
  • Ability to influence effectively without dominating.
  • Be process driven and able to identify gaps in a process.
  • Excellent at record keeping and evidence gathering.
  • Be open to new ideas for improvement and future learning.
  • Ability to work within a dynamic team but also unsupervised when out in your patch.
  • Ability to organise your own workload to effectively meet the needs of your local customer groups.
  • Effective engagement with internal stakeholders, knowing when to escalate an issue.

    • 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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