About the job.
We have an exciting new opportunity for 10 Senior Contact Advisors to join the team within the Customer Contact Centre. Within this role, you will be communicating with our customers and stakeholders in a manner which aligns with our customer contact strategy, on behalf of National Highways. The role will be fundamental to the management of contact via multiple channels, including digital and will evolve to become the modernised future customer contact offering, as well as specialising in the handling of High-Level Correspondence.
Our Customer Contact centre operates 24/7, 365 days of the year, so our Advisors work 6 days on, 4 days off. Consisting of 2 earlies (5.30am - 2.45pm), 2 lates (1pm - 10.15pm and 2 nights (8.15pm - 6am)
1. Proactively and independently monitor and respond to customer contact, via a variety of digital channels, including social media, on a 24/7 basis.
2. Accountable for providing timely, accurate and informative responses, directly to customers, that aim to resolve issues and enhance customer satisfaction, whilst identifying potential risk factors and ensuring National Highways interests and reputation are protected in a public forum.
3. Responsible for dynamically assessing how and when to create and disseminate real time information, via social media platforms, to assist our customer's decision making.
4. Responsible for the management of the han...