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Customer Services Team Leader

  1. Dartford
  1. Security, aerospace & defence

Atkins, Balfour Beatty and Egis Road Operations UK are part of a consortium, creating Connect Plus Services, a unique partnership with a collective strength in highways asset care from finance, through to design, build, maintenance as well as day to day operation.


As part of our 30-year remit to manage and improve the capital’s orbital motorway network, we deliver major improvement projects, such widening 38 miles of the M25, refurbishing tunnels and bridges, and installing hundreds of variable messaging signs and gantries, helping to maximise the use of the network and deliver more reliable journeys. We also manage the Dartford River crossing, and operate and maintain 440 kilometres of motorway providing our customer and road user with a world-class highway service.


We value diversity and celebrate individual differences, believing that our inclusive culture helps the business continue to grow as a strong, dynamic and innovative organisation.


Our Communications Team are currently recruiting for a  Customer Services Team Leader to join their busy team at Dartford. In this role you will be guiding and developing the customer services team, in addition to providing quality assurance to the department by proof reading and advising on customer responses to provide the highest quality customer experience. 

·         Reporting to and working with the Head of Communications you will be responsible for maintaining a high level of communication between customers, staff and management

·         Supporting a diverse team of people responsible for the provision of all elements of customer service

·         Delivery of the Connect Plus Services elements of the Connect Plus Customer Services strategy

·         Proactively identify, influence and implement operational changes to structures and processes that lead to the highest standards of customer service

·         Benchmark performance and results within Connect Plus Services

·         Play a pivotal role in sharing best practice and ideas within the team, colleagues across the company and with our partners

·         Ensure that operational complaints are investigated and resolved in accordance with set timescales and that difficult complaints are escalated for review at the appropriate level

·         Analyse the root cause of complaints and introduce new working practices to reduce the level of complaints

·         Be proactive, anticipate potential areas of improvement and implement changes

·         Maintain excellent relationships and set a personal example when visiting clients and public

·         Manage all weekly reports and monthly customer service reports

·         Provide regular updates through structured review meetings

·         Attend area meetings as and when required and attend regular review with clients

·         Overseeing response management using the INFORM Customer Care System, which includes approx. 250 customer enquiries and complaints per month

·         Actioning and responding to Parliamentary questions and ministerial enquiries as required by Highways England

·         Live the Connect Plus Services Values

·         Ensure a relentless focus on Zero Harm

·         Support the delivery of the business’ Sustainability activities

The following qualities/experience are essential:


·         Substantial experience of working within a Customer Service environment

·         Exceptional written and verbal communication skills and a keen eye for detail

·         Experience of influencing up to director level


Personal attributes:

·         Creative and innovative with approach to problem solving

·         Thorough understanding of communications channels and technologies

·         Excellent communicator and confident in delivering factual responses to enquiries

·         Business knowledge and understanding of a communications environment

·         Delivering on commitments

·         Operational thinker

·         Excellent interpersonal skills - oral and written, especially proof reading

·         Ability to work under pressure and prioritise

·         Forward thinking

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