Job Details
About the job
The Highways Customer Service Hub are the team that bring the customer to
the heart of the Highways Service and provide an efficient customer journey by
handling all first-level escalations in the Highway and Transport Service, keeping
customers informed and ensuring all issues are resolved within agreed
timescales.
This role is responsible for providing a transactional front-line service direct to
customers, providing solutions to queries and issues raised, for example,
answering customer enquiries through phone, email, letter, and social media.
The focus of this role is to deliver a truly customer-focused service which
Service.
Specifically, this role will:
Proactively engage with the community and Councillors, keeping them up
to date with planned activity across Highways.
Reduce the customer journey, ensuring there is ownership for the
customer enquiry and that the customer is updated at all times.
Be proactive in providing key information to the wider service so action
can be taken to proactively inform the customer and Customer Service
Centre to reduce the volume of inbound calls.
Work collaboratively with the Customer Service Centre, Highways Officers
and contractors, ensuring reports and required works are efficiently
coordinated and communicated.
Provide customer service through social media, bringing a personal
service to the customer.
Support the Highways service by taking ownership and coordinating
Freedom of Information responses, ensuring responses are of the highest
quality and provided within the stated timescale.
Work to customer focused processes and policy that supports the Highway
Customer Service Team and delivers the Highway Service business plan.
Pay: £16.11
