Contact Centre Performance Lead

We have a vibrant, challenging and growing business, with project environments that provide tremendous opportunities for everybody. We know that by being a more diverse company we will be more innovative, have a greater understanding of our clients' needs and will deliver smarter, more inclusive solutions for them. Our goal is to have a workforce that is representative of society and the communities in which we work. As an inclusive, family friendly employer we believe that everyone matters, and we are committed to ensuring that everyone has the same opportunities to be able to reach their full potential.

Role Requirements

· Ensure complaints and enquiries are closed in a timely manner to contribute towards 90% and 75% respectively D+1 target

· Support Quality assurance monitoring and provide feedback and coaching

· Responsible of keeping the operational team informed and up to date with all communications to include changes/updates and their current position

· Arranging and managing in-day tactical involvement with Complaints and Enquiries by working closely with the operational team and lead delivery partners to ensure speedy and thorough investigations and closures.

· Ensure that the team are adhering compliantly to the regulated complaint process as set out in OFGEM's Regulatory Instructions and Guidance (RIGS)

· Understanding customer insights from completing regular root cause analysis, to drive improvement and reduction in the overall complaints and enquiries received, allowing for a better overall customer satisfaction score.

· Written Communications: Sound letter writing skills, and ability to adapt language to converse with all levels via email.

· Sound communication skills, the ability to converse with different levels across the business and all stakeholders.

· Presentation Skills: Prepares presentation content of a professional standard with little support.

· Microsoft software: Advanced excel, Microsoft, Power point, outlook.

· Ability to learn and understand new systems

· Ability to work under extreme pressure in a fast-paced environment.

· Previous Utility experience (preferred)

· Excellent telephone manner (essential)

· Ability to work with minimum supervision (essential)

· Highly Organized with an Administration background

· Full clean UK driving licence.

· Negotiation & Facilitation: Articulates point of view with internal/ external stakeholders, achieving positive outcome.

· Risk Management: Able to identify potential risks to project and escalate appropriately

· Champions Sustainability Safety, Health and Environment by putting personal safety and wellbeing at the heart of everything we do and helping the environment and communities to thrive

· Having integrity by always doing the right thing in the right way

· Must be customer focused by striving for excellence through understanding, anticipating and meeting their needs, We welcome you to ask about the flexibility you need for dynamic working. Such as, working part-time, remote working, or compressed hours. In return, we will explore what is possible., For some of our roles, you may be required to obtain and maintain security clearance of at least Security Check level (or SC clearance). To satisfy the requirements, you will need to have been a legal UK resident for a minimum of 5 years and have successfully complete all stages of the vetting process.

This is a fantastic opportunity to join a career enhancing project where you will be a welcomed member of the wider team. Costain are looking for skilled people who'll help us shape, create and deliver pioneering solutions that transform the performance of the infrastructure ecosystem across the UK. Together we are creating connected sustainable infrastructure to help people, and the planet thrive., At Costain, we help to improve people's lives by creating connected, sustainable infrastructure that enables people and the planet to thrive.

We work together to shape, create, and deliver pioneering solutions that transform the performance of the UK's infrastructure ecosystem across energy, water, transportation and defence markets. Through our collaboration with customers, partners, communities, and wider industry we will deliver an infrastructure fit for a better future.

This position has a competitive salary dependent on skills and experience, in addition to a fantastic benefits package including pension contribution matched up to 10%.