Customer Services Team Leader

·         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