Customer Service Helpline Specialist

Balfour Beatty plc; Barnsley; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Smart working (up to 40% remote where/

Remote working flexibility

25 days annual leave (pro rata)

Maternity/Paternity leave

Pension

Share incentive plan

Volunteering leave

Recognition schemes

Job summary

Balfour Beatty plc is seeking a proactive Helpline Advisor for our Thurnscoe team. You will handle inbound enquiries, deliver outstanding customer service and help resolve issues promptly while maintaining professional relationships with customers and colleagues.

In this role you will log contacts, manage incidents, monitor emails, and provide data to support operational performance. The position requires flexibility, teamwork and a commitment to our service standards.

Qualifications

• Experience working in a customer-focused environment.
• Strong written and interpersonal communication skills.
• Confident and professional telephone manner.
• Good IT skills and confidence using a range of systems.
• Collaborative approach with the ability to build positive relationships.
• Positive attitude and willingness to embrace change.
• Ability to manage workload and work to deadlines.

Responsibilities

• Respond to inbound telephone enquiries promptly and professionally, delivering outstanding customer service.
• Build strong relationships with customers, clients and colleagues while maintaining a professional approach.
• Take ownership of customer queries and see them through to resolution.
• Respond to customer emails and monitor shared inboxes.
• Record customer contacts, incidents and enquiries accurately in company systems.
• Process incidents and ensure information is distributed in line with service levels.
• Produce escalation alerts and keep stakeholders informed of significant issues.
• Make outbound calls to obtain feedback on service delivery.
• Support the provision of safe dig drawings in line with contractual requirements.
• Produce accurate information and data to support operational performance.
• Follow established processes, service standards and confidentiality requirements.
• Support lone worker processes during unsociable hours when required.
• Work collaboratively across teams to resolve customer requests efficiently.
• Continuously develop skills and take on additional responsibilities as needed.

Skills

Customer service

Communication

Telephone manner

IT proficiency

Teamwork

Adaptability

Workload management

Job description

Balfour Beatty plc is seeking a proactive Helpline Advisor for our Thurnscoe team. You will handle inbound enquiries, deliver outstanding customer service and help resolve issues promptly while maintaining professional relationships with customers and colleagues.

In this role you will log contacts, manage incidents, monitor emails, and provide data to support operational performance. The position requires flexibility, teamwork and a commitment to our service standards.