Customer Service Operator

About the role

The Customer Service Operator will be the first point of contact for Amey employees, clients and partners, handling queries, requests and complaints across multiple channels. The role ensures high‑quality service delivery while supporting contract compliance and maintaining strong client relationships.

Key responsibilities

• Manage all incoming customer queries, requests and complaints via phone, email and web platforms.
• Answer high volumes of calls within agreed service targets for each contract.
• Process and track requests through to completion, including progress chasing and liaison with on‑site staff.
• Escalate issues appropriately according to contract response times and Service Level Agreements.
• Perform general administration tasks and generate daily, weekly and monthly performance reports.
• Monitor web and email events, run scheduled reports and ensure data accuracy.
• Provide proactive outbound calls to follow up on open cases and ensure resolution.
• Support training of new employees and assist the Customer Services Manager with performance analysis.

Required profile

• Strong communication skills with the ability to handle high‑volume interactions.
• Attention to detail and ability to follow established processes and policies.
• Proactive attitude with a focus on customer satisfaction and timely resolution.
• Ability to work collaboratively with field operatives and shared services teams.
• Commitment to upholding Amey’s values and corporate standards.

Required skills