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.