Helpline Advisor - Nights

Job Location	Thurnscoe
Education	Not Mentioned
Salary	Competitive salary
Industry	Not Mentioned
Functional Area	Not Mentioned
Job Type	Permanent, full-time or part-time

Job Description

About the role Balfour Beatty are currently looking for a Helpline Advisor to join our Plant & Fleet team based in Thurnscoe on a permanent basis.Within this role youll ensure that all customer contacts are responded to in a positive and professional manner, in line with Client SLAs whilst also effectively recording and distributing information relating to accidents and incidents and provide updatesas required. What youll be doing As an Helpline Advisor youll:

Answer inbound telephone contacts promptly and professionally, delivering excellent customerservice.
Building rapport with clients and colleagues and promoting a professional image at all times insupport of the companies and departmental values.
Take personal ownership of queries and follow through to completion, including ensuring that thecustomer is satisfied with the outcome.
Respond to customer e-mails with the support of your mentor.
Accurate and thorough recording of information on company IT systems.
To ensure that you develop your capabilities through continual learning.
To carry out additional/new duties to meet the needs of the business.
Produce escalation alerts to a high and accurate standard ensuring key individuals within thebusiness are kept informed.
Follow agreed procedures, ensuring that standards are maintained.
Act responsibly and respectfully.
To make outbound calls to customers in order to request feedback on service delivery.
To demonstrate a flexible approach and be adaptable to business needs.
To understand your role and the role of others.
To produce and deliver accurate data to the organisation.
To respect and comply with the companies confidentiality policy.
To assist in meeting the team target for meter fit surveys by making outbound calls to customers
Provision of safe dig drawings in line with contractual requirements
Monitoring of the central mailboxes including voice mail and email.
Be comfortable in supporting the teams lone worker process during unsociable hours.

Who were looking for Youll have/be:

Strong experience of working within a customer service environment.
The ability to work to tight deadlines.
Able to demonstrate good negotiation skills and questioning techniques
Displays a confident and professional telephone manner
I.T literate.
Be able to give and receive feedback in a professional manner.
To be flexible and willing to occasionally take part in activities outside of your normal working hours. E.g. training, meetings.
To embrace change and assist others.
Excellent time keeping and attendance record required.
To promote and display a positive attitude.
To be professional at all times.

Why work for us Day in, day out, our teams deliver amazing projects in challenging conditions; developing, managing and maintaining the vital infrastructure and public spaces that modern economies, societies and communities rely on. About us

Keyskills :
Customer ServicesData EntryCall LoggingCall Management

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