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Part Time Helpline Advisor (FTC until 31st March 2021)

Balfour Beatty
Job LocationThurnscoe
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeTemporary, full-time

Job Description

About the role Balfour Beatty are currently looking for 2 Part Time Helpline Advisor to join our Gas & Water business unit to work in Thurnscoe.Hours: Monday - Friday 17:00 - 22:00 or Tuesday - Friday 17:00 - 21:00 & Saturday 08:00 - 18:00Role Purpose:To ensure that all customer contacts are responded to in a positive and professional manner, in line with Client SLAs. Responsibility will be placed on balancing the needs of the customer and our organisation in order to reach an acceptable outcome. To effectively record and distribute information relating to accidents and incidents and provide updates as required. What youll be doing As a Helpline Advisor, your main responsibilities are as follows:

  • Responsible to the General Manager for the provision of administrative support and the investigation into customer enquiries
  • Prompt and accurate process of incidents ensuring that circulation SLAs are met
  • Manages own workload and operates effectively and energetically as part of the wider team, contributing to the efficient resolution of all contacts whilst maintaining high levels of service to internal and external customers
  • Embrace the companys core values of Safer, Better, Leaner, Faster which will assist in driving our business and helping to achieve our Zero Harm and Sustainability visions
  • Answer inbound telephone contacts promptly and professionally, delivering excellent customer service
  • Building rapport with clients and colleagues and promoting a professional image at all times in support of the companies and departmental values
  • Take personal ownership of queries and follow through to completion, including ensuring that the customer 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 the business 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
    • Who were looking for The following qualities and experience are essential:
  • Proven experience of working within a customer service environment
  • Ability to work to tight deadlines
  • Able to demonstrate good 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
    • The following qualities and experience are desirable:
  • A full driving license (due to location of office and lack of public transport at hours of working)
  • A relevant customer service qualification e.g. ICS award, NVQ or similar
    • 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 Balfour Beattys Gas & Water teams work in the UK and internationally, providing expertise and experience to support a stable and safe supply of these vital services.Working on long-term, large-scale contracts, we build close, collaborative relationships with our clients. Our teams bring technical knowledge and in-depth industry experience to projects, provide exceptional customer service and introduce innovative approaches to minimise disruption to local residents, businesses and the environment.Our water operations cover the whole lifecycle of networks, including clean and waste water mains, metering, treatment facilities and other essential infrastructure. Working closely with the supply chain, we employ industry-leading approaches like BIM and offsite construction to bring cost and time efficiencies to projects.In the gas sector, we work to expand and renew underground mains, often in busy and high-impact residential and commercial areas. We work closely with clients to manage and plan work intelligently in these areas, minimising the impact this essential work has on local communities.We value diversity and celebrate individual differences, believing that our inclusive culture helps the business continue to grow as a strong, dynamic and innovative organisation.Balfour Beatty is a corporate signatory to WISE (Women in Science & Engineering). Our aim is to attract more people from diverse backgrounds to help us build on our inclusive culture. We are a member of the workingmums.co.uk Top Employers Charter through which we demonstrate our commitment to enabling parents to progress and enhance their careers whilst managing the challenges of family life.Balfour Beatty is also Gold Award holders in the Ministry of Defence Employer Recognition Scheme and actively encourage applications from Armed Forces personnel, veterans and reservists. Required skills
  • Call Centre
  • Helpdesk
  • Outbound Calls

    • Keyskills :
    Call Centre Helpdesk Outbound Calls

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