• Customer Advisor

    Posted Date 1 week ago(29/11/2019 15:08)
    Job ID
    # of Openings
  • About Costain and your project.

    Costain helps to improve people’s lives by deploying technology-based engineering solutions to meet urgent national needs across the UK’s energy, water and transportation infrastructures.


    East Sussex Highways is a joint venture between Costain and Jacobs which brings together all aspects of highway maintenance, such as roads, pavements, drainage, street lights, traffic signals, winter maintenance and highway structures such as bridges and retaining walls. These are all managed by this Joint Venture and sub-contractors working collaboratively with East Sussex county council to deliver the service.


    This role is a fantastic opportunity for the successful applicant to gain knowledge and insight into a varied, interesting and fast-paced industry, also offering a potential career path onto the wider East Sussex Highways business. As an inclusive and flexible employer we welcome applicants on a full or part time basis for this role, to join a great team and make a positive difference to the lives of people in East Sussex.

    What will I be doing?

    • Provide a polite and professional response to customer enquiries by telephone, email and letter. Where possible take ownership of outstanding queries through to resolution within agreed timescales and maintain a complete record of all customer contact onto agreed systems
    • Respond to customer complaints with the aim to resolve at first point of contact wherever possible. When not possible, escalate as appropriate
    • Undertake regular training to ensure that the information you provided to customers is up to date and accurate
    • Undertake general office support and administrative functions as appropriate to the role
    • Understand and contribute to the development and delivery of personal and team objectives, including implementing improvements in office procedures and ways of working
    • Participate in regular supervision and team meetings and an annual Performance Appraisal. Identify and address personal development needs through this process with the support of the Customer Contact Centre Manager
    • Show a commitment to continuous improvement, to maximise your potential and ensure the efficient and effective delivery of the Customer Contact Centre

    About you

    • 3 GCSEs pass at grade C or above (or equivalent) including English
    • Significant experience which you can clearly demonstrate in a customer focused environment
    • Excellent customer service skills
    • Excellent listening and communications skills via all channels (telephone, letter, email, in person)
    • Good IT skills including word processing and recording information while on the phone
    • Able to handle demanding customers, and remain calm at all times
    • Able to convey information clearly and succinctly
    • Good telephone manner
    • Time Management
    • Organisational skills
    • Quality and attention to detail
    • Ability to work to tight deadlines
    • Work in a team to deliver the service
    • Constructively engage with people from all levels in East Sussex Highways to improve the quality of service
    • Previous good attendance
    • Polite and patient attitude
    • Adapt positively to change
    • Ability to work in a fast-paced environment
    • Flexible approach to work

    Final Statement

    We listened to our employees so our Core Benefits are funded by us and include a Group Pension Scheme, Employee Assistance Programme, Life Assurance, Income Protection and funded membership to a Professional Institute. In addition to this we also offer a Private Healthcare Scheme, Private Dental Scheme, Cycle to Work, Volunteering Days and Save as You Earn Scheme.  


    At Costain we aim to be an accessible, diverse and inclusive organisation to continue to meet our customers’ needs. We will be industry leading in our approach and people from all backgrounds will be proud to work for Costain. Our goal is to have a workforce that is representative of society.


    We actively encourage applications from candidates who have a relationship with the armed forces community whether as a currently serving member or reservist, ex-military or wounded personnel or as a member of a service family.



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