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Customer Service Team Leader
May 20, 2021 | Comments Off on Customer Service Team Leader
Location: Birmingham
Business Area: Local Highways
Contract: Permanent
Make the journey. Leave a legacy.
Every day, 210,000 vehicles travel across the 31,000km of roads, bridges and tunnels that are built, maintained and operated by the team here at Kier Group. It's one of the reasons why we're acknowledged as the UK's No.1 Highways Services team - delivering £1 billion of social value to the six million people and wider communities who rely on our expertise and experience. Can you join our team? Yes, you can - if you want to be valued for who you are as well as what you do, in a company shaping the future.
Key Responsibilities
The ideal candidate to join this team will manage a team of customer service advisors who provide a responsive front-line service via written communication to members of the public, Birmingham City Councillors and Members of Parliament. You will need to ensure service level agreements are adhered to, including responding to all enquiries within five business days, to confirm the outcome of that enquiry or issue a holding response until further investigations take place. You must feel comfortable liaising with all service areas required to investigate enquiries and provide a full written response within five business days.
Further duties will include assisting the Customer Experience Manager in producing works notifications for the business when required (road closure notices, night works advance warning literature etc). Lone working is important to and you will need to manage own caseloads of escalated complaints ensuring full customer satisfaction is maintained. You will be a focal point for quality assurance of all communications produced by the team, ensuring stringent standards are adhered to.
What are we looking for?
- Significant experience in a similar role
- Confidence in delivering first class customer service (Customer service qualification preferable)
- Robust communication skills, both written and verbal
- Must possess excellent customer service/interpersonal skills
- Strong and resilient character with the ability to manage confrontational situations and potentially difficult scenarios
- Proven track record of troubleshooting/problem solving
- Process driven
You can expect a competitive salary and an outstanding package that includes a car allowance, a matched pension scheme up to 7.5%, 26 days' annual leave (with the opportunity to buy or sell holiday), two employee Share Scheme options, together with additional valuable benefits such as:
- Free Life Assurance
- Employee Assistance Programme
- Access to Kier Rewards, our exclusive Discount Shopping Site with deals available at over 800 retailers
- Plus, many more benefits geared to your wellbeing
It's worth remembering that if?you are successful, we'll undertake the relevant / standard pre-employment checks after you have been offered a job. This includes taking up your references, verifying your right to work in the?UK,?verifying?your driving licence (if applicable) and a health assessment.
Make the journey. Leave a legacy.??
Being part of Kier means living our values of?being?Collaborative,Trusted?and?Focused.?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.?
Closing Date: 23/06/2021
Please note, interviews may?take place before the closing date.
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