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Kickstart - Customer Service Operator

Job details
Posting date: 02 December 2021
Hours: Part time
Closing date: 28 January 2022
Location: Northampton, NN47XD
Company: DWP Kickstart Scheme
Job type: Temporary
Job reference: V0000269485

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Summary


To apply for this job, you must be claiming Universal Credit and 16 to 24 years old.

EMPLOYER
Amey PLC

JOB SUMMARY
Purpose:
Deliver effective and efficient day-to-day service to customers by providing excellent customer service when processing maintenance, undertaking compliance related tasks and resolving customer requests/queries/complaints.

Location:
The Northampton office manages the maintenance and facilities contracts for 48 schools in the Northampton area.

Duties:
Answering high volumes of calls within agreed targets for each contract.
Processing calls, e-mail, faxes and web requests via Amey's chosen software.
Job ownership of all processed requests through to completion.
Progress chasing and liaison with client and on site staff.
Completion of all shift responsibilities such as monitoring of web events, e-mail events, and external web applications systems and running of daily, weekly and monthly reports.
Performance and improvement report to be sent to Manager at the end of each month.
Ability and confidence to demonstrate system and daily responsibilities to existing and new clients.
General administration tasks.
Escalating customer queries, issues and complaints as appropriate
Adhere to company policy and procedures.
Record and report any noncompliance issues to an APC Team Leader or Manager as soon as practicable.
Provide regular management information reports as and when required.
Attend meetings, training days and site visits as and when required.
Involvement in training new starters.

The role involves some shift work and operates on a shift rota. This may include some weekend working.

Why Amey?

We’re all originals here and our individuality is an asset. We have unique backgrounds and personalities, which means we all bring different ideas to the table. But we do have one thing in common: we all take personal pride in our public service. With every drop of water and spark of electricity we supply, with every bolt we tighten and with every guiding golden nugget of advice, we better manage the services that we all use and rely on every day, ensuring every household in Britain benefits from our work.

Amey is one of the top five support services suppliers in the UK. We employ 16,000 people, have a turnover of £2.1bn and a strong forward order-book. Every household in Britain benefits from the work we do. We maintain the UK’s road and rail infrastructure, keep schools safe and clean, manage the UK’s defence estate, safely escort prisoners and keep prisons and courts secure. We also collect and process waste, as well as deliver utilities services. All of this is underpinned by our leading consulting capabilities which uses engineering design and data analytics to better manage the services we all use and rely on
As one of us, you can really be you because your individuality is an asset. You’re surrounded by a team of people who want you to grow and embrace new challenges. People who care about your job satisfaction as well as your wellbeing. There’ll be experiences as original as you are, in a career that can feel like many rolled into one. You’ll be stretched but always supported. Whether it’s working on the biggest bridge in the country, learning to get to grips with the latest technology, or just working with a great group of people every day, you’ll find what gets you out of bed in the morning at Amey.

SKILLS NEEDED
Excel and general computer skills.
Customer service experience desirable

WORKING HOURS
to be arranged

HOURLY RATE
NMW

ADDITIONAL EMPLOYABILITY SUPPORT
Each Kickstarter will have a specialist mentor to guide them on the job. They will gain valuable skills to help them enter into a great career. The aim is to start a cohort of Kickstarters so all go through the same experience together.

We have defined a programme structure to ensure we provide the placements with the following elements that meet the requirements above. These include a tailored induction to the business, bespoke webinars to support development and training such as attendance, timekeeping, communication, teamwork, work travel. Bespoke career development and support including CV writing skills, interview preparation and how to secure long-term employment. Regular performance reviews to support with personal development.

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