[6811/6812] Customer Contact Centre Advisor

x2 Permanent contract and x1 12 month fixed term contract and 1x 6 month fixed term contract available.

We are inviting applicants to join our exciting Customer Contact Centre, working for National Highways. We are recruiting for Contact Centre Operators to work from our modern, purpose built contact centre, based within the National Traffic Operations Centre, Quinton, Birmingham. Free parking is provided.

We require highly motivated individuals to join a company that prides itself on ensuring the 4,000,000 customers who use our network daily, get home, safe and well. Successful candidates will demonstrate an ability to work under pressure and provide accurate and prompt information to our customers and stakeholders. You will be the first point of contact for customers and will support the wider business, by handling incoming queries directly, in a timely manner.

Our Customer Contact centre operates 24/7, 365 days of the year, so our operators work 6 days on, 4 days off. Consisting of 2 earlies (5.30am 2.45pm), 2 lates (1pm 10.15pm) and 2 nights (8.45pm 6am)

The starting salary for this role is up to £34,062.50 (made up of base salary plus 25% shift allowance).

• Responding appropriately to customers via a range of channels, including phone, email and white mail, to ensure queries and complaints are handled effectively and in a timely way.
• Record accurate reports of incoming real-time issues and calls from recovery companies, in order for the Regional Operations Centre to deploy resources as required.
• Act as an ambassador for National Highways, by promoting it services to external contacts and key stakeholders.
• Responding and logging high level correspondence

• Ability to work effectively with others as part of a team delivering an efficient customer service.
• Ability to accurately capture, record and relay information using the appropriate technology, in an operational environment.
• Experience of working within a customer service environment, however contact centre experience is not necessary as you will receive a full, comprehensive training package upon commencing your employment with National Highways.
• Computer Literate and ability to multi-task.
• Excellent communication skills and telephone manner.
• A good level of written work, to accurately record details of contacts and compose responses to customers.

Here at National Highways, we manage and improve England’s motorways and major A roads, helping our customers have safer, smoother and more reliable journeys. Our priorities are safety, customers and delivery, and at the core of this, are our values of passion, integrity, safety, teamwork and ownership.

Operations is at the heart of keeping the strategic road network moving and ensuring our customers get the best possible experience when using our roads.

We address over 39,000 customer enquiries every month, plan and deliver all maintenance activities on the network, drive efficiencies and improvements across our systems and roads, and respond to incidents across 4,500 miles of motorways and major A-roads that we manage. All to make sure National Highways customers have safer, smoother, and more reliable journeys.

We are committed to creating a diverse environment and welcome applicants from all backgrounds.

• Please note, the advert may close ahead of the deadline if we receive a large number of applications.