Customer Service Agent

10 Jan 2019
25 Jan 2019
Contract Type
Are you looking for a new role where you can make a difference in your local community? Do you want to be a part of a team of over 20,000 dedicated employees helping to create better places to live, work and travel? Well look no further.

We are looking for an enthusiastic and experienced Customer Service Agent to join us to work with our team based in Warwick (but with frequent travel across the region, van provided)

What is the purpose of this role?

The Customer Service Agent will work closely with the Customer Service Manager to manage all the customer and stakeholder communication around our water and waste capital programme in the West area of the Severn Trent region.

* Location: Based in Warwick, but with frequent travel across the region

* Working hours: 42 hours a week

* Shift Pattern: Monday to Friday 08:00-16:00

What will this role involve?

This will include (but not limited to):

* Identifying the customer and stakeholder impact of our capital work, through site visits and liaison with Project Managers

* Responsible for the Customer Management Plans, for each scheme, throughout the life cycle of the scheme

* All customer and stakeholder communications - including letters, text alerts, social media, public drop-ins, Council/Parish Council meetings

* Working with Severn Trent's Capital Communications Team for press releases and webpage updates

* Liaise with Severn Trent's Business Compensation Team

* Manage and record all customer contacts

* Manage Amey and our Client, Severn Trent's brand and reputation, throughout the customer journey of our planned work programme

* Assist in ensuring that the site and office staff are delivering excellent customer service for Amey and Severn Trent

* Liaise with Severn Trent's capital delivery teams and Amey project teams

* Responsible for issuing scheme completion questionnaires

* To support and service the client and ensure all agreed client and internal Key Performance Indicators (KPI's) are met or exceeded

What are we looking for?

* Customer Service related qualification or demonstrable communications/stakeholder experience

* Relevant experience working in the service/utility sectors

* Strong influencing and customer management skills

* Passionate about, and motivated to, delivering a world class customer experience

* Excellent verbal, visual and written communication

* Customer-centric thinking and empathy for the audience

* Self-motivated, tenacious and results oriented with a positive outlook

* Ability to act upon their own initiative, problem solve and make sound judgements and decisions

* Ability to work in a fast-paced environment

* Excellent organisational and time management skills

* Computer literate to include Microsoft Word, Excel and PowerPoint

* Must have a full UK driving licence.

What makes Amey unique?

You will be a part of the Amey family, creating better places to live, work and travel. In addition, we will support you in developing your career. In return for your commitment, you be eligible to receive exceptional benefits packages