Contact Centre Operator

Job Description

Your new roleWe are inviting applicants to join our exciting Customer Contact Centre, working for National Highways. We are recruiting for Contact Centre Operators to work from our modern, purpose built contact centre, based within the National Traffic Operations Centre,Quinton, Birmingham. Free parking is provided.We require highly motivated individuals to join a company that prides itself on ensuring the 4,000,000 customers who use our network daily, get home, safe and well. Successful candidates will demonstrate an ability to work under pressure and provide accurateand prompt information to our customers and stakeholders. You will be the first point of contact for customers and will support the wider business, by handling incoming queries directly, in a timely manner.With a salary of Up to £28,536, including a shift allowance of 20%, an annual performance related bonus and an attractive employee benefits package, it is a fantastic opportunity to join and progress within an ever-expanding company. In addition to this,you will receive a full, comprehensive training package upon commencing your employment, covering all aspects of the role thoroughly.Please note, this role follows a shift pattern.What youll be leading on Responding appropriately to customers via a range of channels, including phone, email and white mail, to ensure queries and complaints are handled effectively and in a timely way. Record accurate reports of incoming real-time issues and calls from recovery companies, in order for the Regional Operations Centre to deploy resources as required. Act as an ambassador for National Highways, by promoting it services to external contacts and key stakeholders. Responding and logging high level correspondenceTo be successful Ability to work effectively with others as part of a team delivering an efficient customer service. Ability to accurately capture, record and relay information using the appropriate technology, in an operational environment. Experience of working within a customer service environment, however contact centre experience is not necessary as you will receive a full, comprehensive training package upon commencing your employment with National Highways. Computer Literate and ability to multi-task. Excellent communication skills and telephone manner. A good level of written work, to accurately record details of contacts and compose responses to customers.A bit about usMaking sure our customers have safe and reliable journeys is at the heart of everything we do in Operations. We keep the roads open for business and play a key role in making sure the network we manage is fit for purpose today and for the future. About Us Why you should join usAt National Highways we believe in a connected country. We are passionate about creating a culture where colleagues feel connected, included and enjoy greater wellbeing to achieve this. Were proud that as an organisation we are continually striving to dobetter and actively encourage and support our colleagues to do the same with their careers.So, if you put safety first, take ownership of your work, show passion for what you do, work effectively in a team, and demonstrate integrity in how you do it - then youll be a great fit for our organisation.Our benefits package

• Our total reward package includes basic salary, plus shift allowance.
• Contributory pension scheme with employer contribution of up to 10%
• Annual Leave starting at 192.4 hours increasing 1 days every year up to 229.4 hours, plus 8 days in replacement of bank holidays
• Life assurance of 4 times annual salary
• Health and wellbeing support, including an Employee Assistance Programme, available 24/7 365 days and network of mental health first aiders. Plus access to a wellbeing app to enhance your self-care 24/7, Occupational health service and flu vaccines
• A cycle to work scheme for the purchase of a bicycle and equipment for healthy, low carbon travel
• Significant investment in your career development, through learning and development, talent management, coaching, mentoring and on job experience

And we are

• Family friendly with enhanced maternity leave and pay, paternity leave (15 days), shared parental leave, adoption leave. Plus access to financial support for holiday play schemes and paid special leave (up to 5 days pa), eg for caring responsibilities
• Money friendly with access to a discounts platform including over 3000 discounts for supermarkets, eating out, leisure, holidays. Alongside a financial wellbeing programme
• Community friendly - offering paid leave to volunteer, 3 days basic/year plus an extra 3 days to support the national Covid effort

If you are successful, it is key to know all offers of employment are subject to satisfactory completion of our pre-employment checks which include:

• Right to work check
• 3 year employment history references
• DBS criminal record check
• Social media and adverse journalism check
• Driving licence check (if applicable)
• Fit to work questionnaire (for all), followed by a medical check (if applicable)

And finallyWe reserve the right to close before the advertisement expires