A Customer Service Officer is an indispensable part of the operational delivery for all term maintenance and lighting contracts. The CSO's work closely with the Call Centre Operators (CCO) and Highway Inspectors with direct responsibility for investigating and managing enquiries about the highway service. The tasks undertaken in this role ensure that the network is safe for the public and with minimal congestion by working with supervisors for planned minor works as well emergency and miscellaneous tasks in a co-ordinated manner. The role includes site visits (which may include extensive walking), managing customers, recording actions, decision making and raising works instruction using our Highways Information Management Systems (HIMS). The demands of the role require periods of lone working.

Key Accountabilities:
*Manage and update customers enquiries using the HIMS
*Receive from and make calls to operatives, VH Inspectors, Volker Highways clients, and any other organisations
*Manage enquiries regarding works or issues with the network and appropriately supporting the supervisor in issuing a response team if needed to the location of the enquiry
*Pass emergency calls and other works to Emergency Response Units via telephone and HIMS PDA system
*Delivery of business plan objectives
*Liaise with Highway Authorities regarding possible impact on traffic movement
*Use Client and VH systems to complete various tasks not limited to but including creating and updating Public Enquiry records, Defects, Works Orders and instructing them, uploading photos of defects and other evidence
*Provide information to assist in reporting on performance management queries and data collection
*Ensure all relevant contractual performance indicators are met
*Assist in various other tasks that may have to be undertaken as and when required, for example flooding reports and co-ordinating winter maintenance activities
*There will be a requirement to work outside of normal working hours including attending local council meetings and supporting ongoing emergency events
*To assist in the administration of C2 Stats searches and issuing to relevant contract teams
*Support the NRSWA and TMA permit process
*Provide cover for the CCO as required
*To manage in a timely manner enquiries assigned to you in the HIMS system
*To issue informal notices to customers to support WBC enforcement team
*To carry out other duties consistent with the above that may be directed or implied from time to time as required commensurate to the post.


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