Customer Services Advisor

Role Purpose:

Providing an exceptional customer experience by responding to customer enquiries and complaints, and assisting with scheme communications materials for works happening across the M25 network.

Accountabilities:

• Delivering excellent customer service when responding to customer enquiries and complaints
• Logging and tracking customer engagement through Customer Relationship Management System (MS Dynamics)
• Assisting with gathering information and drafting official correspondence including:
  • Parliamentary questions
  • Ministerial enquiries
  • National Highways Enquiries
  • FOIs
• Supporting with scheme communications material e.g. resident letters, posters, website updates
• Assisting with the completion and updating of stakeholder Liaison Procedures
• Being accountable for the tracking of customer commitments and liaising with business to ensure they are delivered.
• Monthly Reporting and ad hoc reporting as and when required.

Experience/Criteria Required:

• GCSE English
• Excellent writing skills, telephone manner and attention to detail
• Customer Service experience
• Intermediate IT skills. Training will be provided on Customer Relationship Management System
• Good interpersonal skills
• Networking and relationship building skills.

Behavioural Competencies:

Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers. Actively collects customer information and uses it to improve services and solutions. Manages the experience of customers to ensure positive relationships are established and maintained.

Focus on Excellence: Willing to go the extra mile to exceed expectations. Continually searches for ways to add value and take performance to the next level.

Teamwork & Collaboration: Puts aside personal agendas to work for the benefit of customers and suppliers and other stakeholders. Proactively builds knowledge through sharing knowledge, ideas, and expertise with others

Respect: Recognise and value our customers and people by encouraging and engaging

Trust: Be open and honest with all our customers and each other, reliable and predictable (no surprises) and approach everything we do with a ‘can-do’ attitude.

About Us:

CPS is a joint Venture project with Balfour Beatty, AtkinsRéalis, and Egis. We operate and maintain the M25.

The M25 is the busiest section of motorway in Europe and requires careful and efficient planning of work in order to deliver over £100m of annual investment in the highway infrastructure each year, in addition to planned and reactive maintenance activity.

If you have or are looking for a career in Highways, working on the M25 will give you experience and challenge that no other highways project can offer.

Location:

This is a hybrid role designed to fully maximize team collaboration on the project. We expect a minimum of 3 days per week to be spent at CPS  M25 offices, with one of those days based in Dartford.

Note to all internal CPS employees:

If you are interested in applying, please submit your application through your parent company’s careers portal by entering the job title in the search bar.