Customer Service Advisor

Egis is a leading global consulting, construction engineering and operating firm. We work together with our clients, across every aspect of transport, energy and the built environment to build a more balanced, sustainable and resilient world. The Egis Group has over 50 years’ experience and a team of 18,000+ employees in over 120 countries around the world. Joining our Group means, above all, sharing our values as a people-first company, strongly committed to sustainability and innovation.

In the UK we're proud to be delivering some of the most iconic projects which help connect people, protect our environment and meet emission reduction targets. From motorways to tramways, nuclear power plants to smart cities, clients choose us to help them solve their most complex challenges - delivering climate-responsible growth that meets the needs of communities, industry, and the planet.

The M25 is one of our Flagship projects in the UK! It is the most used part of the UK Strategic Road Network with it seeing over 200,000 vehicles per day and it’s a critical infrastructure asset for personal and goods vehicles into and around our capital. The network includes around 800 structures and 5 tunnels, so it requires high levels of performance, constant improvement and repairs to keep it operating smoothly.

We’ve formed a Joint Venture project called Connect Plus Services (CPS) to work with our partners to widen, operate and maintain the M25 under a 30-year contract and we are looking for a Customer Service Advisor who will be responsible for providing an exceptional customer experience by responding to customer enquiries and complaints, and assisting with scheme communications materials for works happening across the M25 network.

Key responsibilities:

• Delivering excellent Customer Service when responding to customer enquiries and complaints
• Logging and tracking customer engagement through Customer Relationship Management System (MS Dynamics)
• Assisting with gathering information and drafting official correspondence including:
  • Parliamentary questions
  • Ministerial enquiries
  • National Highways Enquiries
  • FOIs
• Supporting with scheme communications material e.g. resident letters, posters, website updates
• Assisting with the completion and updating of stakeholder Liaison Procedures
• Being accountable for the tracking of customer commitments and liaising with business to ensure they are delivered.
• Monthly Reporting and ad hoc reporting as and when required.

• Excellent writing skills, telephone manner and attention to detail
• Customer Service experience
• Intermediate IT skills. Training will be provided on Customer Relationship Management System
• Good interpersonal skills
• Networking and relationship building skills

Diversity & Inclusion:

We are an Equal Opportunities employer and we strive to build a workforce that truly reflects the communities we represent. We welcome candidates from all backgrounds, regardless of age, disability, gender, gender identity, gender expression, race, religion or belief, sexual orientation, socioeconomic background, and any other protected characteristic. If you decide to apply for an opportunity with us, your application will be assessed based purely on your experience, the essential and desirable criteria, and your suitability for the role. We value each and every one’s contribution as this builds our culture and means that if you work with us, you will be included, listened to, and respected.