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Customer & communications assistant

Job Profile

In this role which has become vacant due to an internal promotion, you will be working as a customer and communications assistant. You will be involved in delivering excellent customer service and communications to keep customers happy and protect our reputation and of our client, Highways England.

Some of the key aspects of this role will involve:
  • Dealing with customers by phone and email
  • Internal communications, keeping staff informed of news and best practice across the business
The closing date for your application: 10 March 2018

We are an equal opportunity employer and value diversity at our company. We do not discriminate, and take positive steps to create an inclusive culture.

Job Description

Overall: Provide support to the Customer and Communications Team.

Principal Accountabilities
  • Use the customer database to log and manage all enquiries
  • Answer the customer helpline between 8.30am-4.30pm
  • Respond to customers by phone, letter and email clearly, accurately and courteously within the agreed timescales (usually 10 working days)
  • Liaison with technical colleagues, such as project managers and engineers to formulate responses for customers
  • Provide information requested by our client Highways England within specified time periods to assist their responses to queries from other interested parties, e.g. government ministers, MPs
  • Ensure customer responses meet Highways England’s customer correspondence quality standards
  • Familiarisation of Highways England's ‘lines-to-take’ on policies, strategies, tactics and various activities to communicate with customers
  • Understand opportunities and challenges on the motorway network
  • Awareness of third party events and activities that have the potential to affect network performance
  • Support the Stakeholder Manager to issue residents letters
  • Maintain close liaison with the Highways England customer contact centre, who also log enquiries from customers
  • Support the customer and communications manager with internal communications activities, such as newsletters, updating noticeboards and ad-hoc emails to staff
  • Support the Customer and Communications Manager with writing and submitting construction and engineering awards.
  • Capture and share best practice and success stories from across the business.
  • Identify and suggest ideas for lean business improvements, contributing to the need for continual improvement and innovation driving year-on-year efficiency savings.
  • General office admin including sending out letters and paying invoices

Candidate Specification

For this role you will have a good blend of the following skills:
You will have worked previously in a communication or customer services department, and will have experience of communicating with the public and a wide range of stakeholders. Dealing with complaints by phone, email and letter. You must have very good communication skills as you will be dealing with people at all levels, including members of the public and stakeholders. Ideally you will be able to show understanding with customers so you will be a car driver and have local knowledge of driving on the motorway and trunk roads in the North West.

As an individual you will be well organised and motivated, with the ability to multitask. Full computer literacy including experience of using the MS Office suite, you should also be proficient in using a database system. Good interpersonal and communication skills (written & oral) are essential for this role.

You will have a good standard of higher or further education.

Any experience of working in a highways, transportation or construction sector, would be very beneficial.
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