Shift Manager/Section Engineer – TBM

Advance Training & Recruitment Services; Hereford; On-site; GBP 20,000 - 25,000; Full time

Job summary

A recruitment agency in Hereford seeks a Customer Service Call Handler to manage incoming calls regarding community issues related to highways. This position requires previous customer service experience, strong communication skills, and the ability to handle challenging situations with professionalism. Successful candidates will work collaboratively within a team, logging reports and using mapping tools to provide updates on various inquiries.

Qualifications

• Previous call handling or customer service experience.
• Confident using digital platforms and online mapping tools.
• Strong communication and interpersonal skills.
• Ability to stay calm and professional when dealing with challenging situations.
• Good attention to detail and data accuracy.

Responsibilities

• Receive and manage calls from the public, logging reports and enquiries accurately.
• Input information into the Confirm online customer system.
• Use online mapping tools to locate and record incidents.
• Provide information and updates on roadworks, closures, and ongoing enquiries.
• Manage difficult or irate callers with professionalism and empathy.
• Work collaboratively within a team of five Customer Service Call Handlers.

Skills

Call handling

Customer service

Digital platforms

Online mapping tools

Communication

Interpersonal skills

Job description

Customer Service Call Handler – Highways

Overview: Handle incoming calls and reports from members of the public regarding issues within the local community – such as road closures, faulty traffic lights, flooding, or other highways-related matters.

Key Responsibilities:

• Receive and manage calls from the public, logging reports and enquiries accurately.
• Input information into the Confirm online customer system, including enquiry numbers, customer details, and report descriptions.
• Use online mapping tools to locate and record incidents.
• Provide information and updates on roadworks, closures, and ongoing enquiries.
• Manage difficult or irate callers with professionalism and empathy.
• Work collaboratively within a team of five Customer Service Call Handlers.

Skills & Experience Required:

• Previous call handling or customer service experience.
• Confident using digital platforms and online mapping tools.
• Strong communication and interpersonal skills.
• Ability to stay calm and professional when dealing with challenging situations.
• Good attention to detail and data accuracy.

We are an equal opportunity employer and value diversity in our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.