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Sun August 19 2018

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Customer Service Supervisor Field Based

Job Description

Customer Service Supervisor

Location: East and West Midlands

Client: Western Power Distribution.

Are you looking to work for a company who is passionate about customer service?

Kier work as part of a framework for Western Power Distribution to ensure its customers have power in their homes, businesses, schools and hospitals. We are an essential member of the team mainly working on reactive and planned maintenance.

We employ a number of teams across the region, whose role it is to either respond to emergencies to dig down in the street or on private property to give our client access to repair their asset, or to lay new mains cables as part of their ongoing planned maintenance programme. Our responsibility begins with planning the works and finishes with us clearing site having put it back to the same or better condition than when we arrived, making sure that customers are happy and informed throughout every stage of the works.

As a Customer Service Supervisor you will be responsible for delivering and supporting others to achieve excellent customer service on behalf of our Client and Kier, to ensure that our reputations for customer satisfaction are protected and enhanced before, during and after delivery of works and that any subsequent Regulatory measures or customer satisfaction scores are impacted positively.

This role will champion the needs of all Customers and you will be responsible for proactively managing them to minimise unwanted contacts and complaints.

The role will be a fast pace and varied, you could go from managing a customer complaint to liaising with a hospital about a potential outage, you will need to be able to manage multiple priorities so strong organisation is key for this role alongside this the ability to achieve deadlines.

The role will involve in some cases home and site visits to ensure all complaints are resolved with within the regulatory time frame of D+1, so a fully clean UK driving licence is required.

We would require you to audit our gangs on site in line with Kiers expectations and identify training needs to make sure we are influencing at the right stage to make sure customer needs are met.

Skills and Expertise

  • Experience in a customer service role would be beneficial
  • You will need to be able to remain calm while dealing with challenging situations involving Customers, Businesses and members of the public
  • Experienced use in MS Office, Excel and Word.
  • Knowledge of OfGem Regulations.
  • Desired knowledge of Streetworks and Traffic Managing Act & Health and Safety regulations.
  • About Kier:

    Make the journey. Leave a legacy.

    Being part of Kier means living our values of being collaborative, enthusiastic and forward thinking. We all have the potential to shape our world, and it's through these values that we will leave a lasting legacy. Bring your talent and ambition to Kier and you will be given the scope and opportunity to invest in your own future, to build your expertise and contribute to a rich and diverse culture.

    Kier is an inclusive employer.

    Let's shape your world together.
    Apply for this job