Customer Service Advisor

About the role

The Customer Service Advisor will support and manage effective and efficient customer service, within National Specialist Services operating environment ensuring efficient turnaround of customer queries, sales and service requirements.

To effectively record and distribute information relating to all customer contacts and provide updates as required.

Responsibility will be placed on balancing the needs of the customer and our organisation to reach an acceptable outcome.

Support/Assists the Project manager/Project Director to manage customer expectations and needs and enhance sales and margin. To determine the most appropriate means of satisfying customer/project requirements, objectives and constraints; time, cost, quality, scope, risk and benefits.

Build rapport with clients and colleagues and promote a professional image at all times in support of the company’s and departmental values.

Provide an after sales service to customers including customer satisfaction surveys. Manage own workload and operate effectively and energetically as part of the team, contributing to the efficient resolution of all customer contacts whilst maintaining high levels of service to internal and external customers.

Take personal ownership of queries and follow through to completion, including ensuring that the customer is satisfied with the outcome.

Prepare both internal and external reports and liaise with stakeholders.

Ensure a relentless focus on Zero Harm and keep up to date with changes in legislation.

Assist the Project Manager to lead risk/opportunity reviews and assist management of subcontractors, including monitoring of contractor attendance and progress, providing direct instruction and support as necessary, such that contractual arrangements are achieved.

Follow targets and KPIs in line with project objectives and monitor performance schedule.

Help to develop, implement and periodically update sales loaded schedules in all three units.

Ensure that sales and costs are in line with the budget to ensure cost control.

Experience in managing risks and change processes.

Understanding of the standard forms of contracts.

Able to communicate effectively both verbally and written with all levels of customers and internal organisations.

Good interpersonal skills that enable working relationships to be developed at all levels across the business and be able to negotiate and influence customers.

Able to undertake work in high pressure situations with a flexible attitude.

A record of a solutions‑based approach to problem solving.

• Experience of working on a variety of project types
• Holds or working towards a formal qualification (BSc/MSc) in management or equivalent experience
• Holds or working towards either the APM PFQ/PMQ
• Holds CSCS and SSSTS or Equivalent

• 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

We are committed to working with people who have disabilities and long-term health conditions to remove barriers for them in obtaining employment. We also commit to offering applicants with a disability an interview if they meet the minimum requirements for the role.