Job Description
Customer Service Call Handler - Highways
Overview:
Handle incoming calls and reports from members of the public regarding issues within the local community - such as road closures, faulty traffic lights, flooding, or other highways-related matters.
Key Responsibilities:
* Receive and manage calls from the public, logging reports and enquiries accurately.
* Input information into the 'Confirm' online customer system, including enquiry numbers, customer details, and report descriptions.
* Use online mapping tools to locate and record incidents.
* Provide information and updates on roadworks, closures, and ongoing enquiries.
* Manage difficult or irate callers with professionalism and empathy.
* Work collaboratively within a team of five Customer Service Call Handlers.
Skills & Experience Required:
* Previous call handling or customer service experience.
* Confident using digital platforms and online mapping tools.
* Strong communication and interpersonal skills.
* Ability to stay calm and professional when dealing with challenging situations.
* Good attention to detail and data accuracy.
We are an equal opportunity employer and value diversity...