Customer Service Officer

1 month ago

Wokingham, United Kingdom VolkerWessels Full time

A Customer Service Officer (CSO) is an indispensable part of the operational delivery for all VolkerHighways term maintenance and lighting contracts. The CSO’s work closely with the Call Centre Operators (CCO) and Highway Inspectors with direct responsibility for investigating and managing enquiries about the highway service.

The tasks undertaken in this role ensure that the network is safe for the public and with mínimal congestion by working with supervisors for planned minor works as well emergency and miscellaneous tasks in a co-ordinated manner. The role includes site visits (which may include extensive walking), managing customers, recording actions, decision making and raising works instruction using our Highways Information Management Systems (HIMS). The demands of the role require periods of lone working.

**Key accountabilities**:

- Manage and update customers enquiries using an electronic system
- Receive from and make calls to operatives, VolkerHighways Inspectors, Volker Highways clients, and any other organisations
- Manage enquiries regarding works or issues with the network and appropriately supporting the Operations team in issuing a response team if needed to the location of the enquiry
- Pass emergency calls and other works to Emergency Response Units via telephone and electronic system
- Assisting in the Delivery of projects business plan objectives
- Liaise with Highway Authorities regarding possible impact on traffic movement
- Use Client and VolkerHighways systems to complete various tasks not limited to but including creating and updating Public Enquiry records, Defects, Works Orders and instructing them, uploading photos of defects and other evidence
- Assisting in meeting all relevant contractual performance indicators
- Assist in various other tasks that may have to be undertaken as and when required, for example flooding reports and co-ordinating winter maintenance activities
- To carry out other duties consistent with the above that may be directed or implied from time to time as required commensurate to the post.

**Skills & experience**:

- Experience in dealing with members of public
- Driving Licence
- Ability to manage own workload and schedule to meet targets and deadlines
- Willingness to learn about Highways Term Contracts
- Desirable - An understanding of Permit schemes and the Traffic Management Act (TMA)
- Desirable - City and Guilds for Highway Maintenance Inspections

**Other**:
A competitive salary plus excellent benefits package

**Location**:
Wokingham

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