Contact Service Advisor

Customer Contact Centre Adviser -Highways Operation Centre
Wnchester/remote
11.98 per hour
22.2 hours per week, Wednesday, Thursday and Friday
Role Purpose
Putting our customers at the heart of everything we do, you will deliver high quality
customer service that maintains and builds valuable customer experiences.
Our Highways team work together to maintain and improve over 5,500 miles of local
road networks in Hampshire.
You will play a vital role in supporting the delivery of our core services and processes
at the Highways Operation Centre.
Role Responsibilities
Our Contact Centre Advisers play a key role on the front line of our business,
processing a diverse range of enquiries. Your main responsibilities will include:
Effectively and efficiently process a wide range of customer enquiries, using
various customer contact channels.
Accurately log and maintain all enquiries on our database system to maintain
accurate records, in line with Universal Services Directorate and Council
procedures.
Manage customer expectations.
Consult a wide range of data sources, including cross team working to identify
the correct course of action for the customers enquiry.
Triage and escalate enquiries appropriately.
Develop and maintain service knowledge to ensure accuracy is maintained.
Essential Qualifications, Knowledge, Skills, and Experience:
A minimum of GCSE or equivalent in English and Maths.
Excellent customer service skills.
Excellent written and oral communication skills.
Good attention to detail.
Good IT skills: understanding basic functions of Microsoft 360, specifically
Word, Outlook, and Excel.
A team player, happy to support others and share information.
Good telephone manner and confident when speaking to customers.
Desirable Qualifications, Knowledge, Skills, and Experience:
Business Administration/Management Qualification Level 2.
Customer Service Qualification Level 2.
Knowledge of the role of highways services.
Knowledge of Confirm or experience of using another electronic enquiry
management system.
Please apply as appropriate or contact Daniel Goodyear on (url removed) or (phone number removed)

Connect2Hampshire, part of Hampshire & Kent Commercial Services LLP, is an equal opportunities Employment Agency & Business and positively encourages applications from all suitably qualified and eligible candidates.