Helpline Advisor

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

About The Role

At Balfour Beatty's Asset & Technology Solutions business, we are looking for a customer-focused Helpline Advisor to join our team in Thurnscoe. This is a fantastic opportunity for someone who thrives in a fast-paced environment and enjoys delivering excellent service to a wide range of customers and stakeholders.

As a key member of the Helpline team, you will play an important role in ensuring customer enquiries, incidents and service requests are managed efficiently and professionally. You will help support contractual and regulatory performance targets, maintain high service standards, and contribute to the successful delivery of our customer commitments.

You’ll be part of a collaborative team that embraces Balfour Beatty's values of being Safer, Better, Leaner and Faster, helping us achieve our ambitions around Zero Harm and sustainability.

What you’ll be doing

• Responding to inbound telephone enquiries promptly and professionally, delivering outstanding customer service.
• Building strong relationships with customers, clients and colleagues while maintaining a professional approach at all times.
• Taking ownership of customer queries and seeing them through to resolution.
• Responding to customer emails and monitoring shared email and voicemail inboxes.
• Recording customer contacts, incidents and enquiries accurately within company systems.
• Processing incidents and ensuring information is distributed in line with agreed service levels.
• Producing escalation alerts and ensuring key stakeholders are kept informed of significant issues.
• Making outbound calls to customers to obtain feedback on service delivery.
• Supporting the provision of safe dig drawings in accordance with contractual requirements.
• Producing accurate information and data to support operational performance.
• Following established processes, service standards and confidentiality requirements.
• Supporting lone worker processes during unsociable hours when required.
• Working collaboratively across teams to ensure customer requests are resolved efficiently.
• Continuously developing your skills and undertaking additional responsibilities as business needs evolve.

Who we’re looking for

We’re looking for a proactive and adaptable individual who is passionate about delivering excellent customer service and enjoys working as part of a team.

Essential

• Experience working in a customer-focused environment.
• Ability to manage competing priorities and work to tight deadlines.
• Strong communication, written and interpersonal skills.
• A confident and professional telephone manner.
• Good IT skills and confidence using a range of systems.
• A collaborative approach with the ability to build positive relationships.
• A positive attitude and willingness to embrace change.
• Ability to work effectively as part of a team while managing your own workload.

Desirable

• Full UK driving licence.
• Customer service qualification such as an |ICS Award, NVQ or equivalent.|
• A strong desire to learn, develop and progress your career.
• Experience working within a busy service, contact centre or helpdesk environment.

Why work for us

Day in, day out, our teams deliver some of the UK’s most ambitious, exciting and meaningful projects; developing, building and maintaining the vital infrastructure that supports national economies and strengthens communities.

Why join us?

As if contributing to and supporting work that makes life better for millions wasn’t rewarding enough, we offer a full range of benefits too. You’ll have the freedom to shape the package that’s right for you and your life. Here are some of our key benefits:

Benefits

• Smart working, giving you more flexibility such as staggered start and finish times, with up to 40% remote working, where roles allow.
• 25 days paid annual leave (pro rata)
• Family friendly policies which include 28 weeks full pay for maternity/adoption leave and four weeks full pay for paternity/partners leave
• Pension, share incentive plan, volunteering leave, recognition schemes and much more…

About Us

Asset & Technology Solutions provides innovative, safe and sustainable solutions to the Balfour Beatty projects across the UK. Our wide range of equipment and services includes HGV’s, tower and crawler cranes, piling equipment, CCTV and security services, survey services and drones, suction excavators, sweepers, modular accommodation and much more.

Diversity and inclusion

At Balfour Beatty we believe that diversity and inclusion are essential components of any successful, happy workplace. Through our Value Everyone Diversity and Inclusion Strategy and Action Plan, we are growing our diverse workforce and developing our inclusive culture where everyone is able to thrive and reach their full potential, regardless of their identity or background. To find out how we are making this a reality, visit www.balfourbeatty.com/diversityandinclusion

To help and support us with our desired commitment to create an inclusive culture we are members of WISE, enei, Business Disability Forum and the Association for Black and Minority Ethnic Engineers (AFBE). In 2020, we signed the Audeliss and Involve Open Letter to demonstrate our commitment to taking key long term and sustainable actions on Black Inclusion. Balfour Beatty is also a Gold Award holder in the Ministry of Defence 'Employer Recognition Scheme' and actively encourage applications from Armed Forces personnel, veterans and reservists.

As a Disability Confident Employer, we are committed to working with people who have disabilities and long-term health conditions to remove barriers for them in obtaining employment. We are also committed to offering applicants with a disability an interview if they meet the minimum requirements for the role. For more info, visit: https://disabilityconfident.campaign.gov.uk/

We are looking to continually improve our resourcing process and ensure that it is fair and inclusive for all. If you have any feedback on the process, please share this with us at: [e-mail]