Jacobs Customer Service Complaints Manager in East Sussex, United Kingdom
Our People & Places Solutions business – reinforces our drive to improve the lives of people everywhere and epitomizes the "why" of what we do – the tremendous positive impact and value our solutions bring to our communities and society as a whole. From facilities delivering life-saving therapies and ensuring clean water to enabling the connection of people through all modes of transportation and providing access to technology – we're integrating a multitude of these solution elements to build the smart environments of tomorrow.
Start your Jacobs career with a company that inspires and empowers you to deliver your best work so you can evolve, grow and succeed – today and into tomorrow.
In 2016, East Sussex County Council awarded a 7 year Highways Infrastructure Services Contract to maintain and improve our highway network. Costain & Jacobs formed a Joint Venture to deliver the end to end Highways Service. The service covers management of stakeholder and maintenance of all aspects of the Highway, including street lighting, traffic and signals, drainage, carriageways, footways, bridges and structures. The customer is at the heart of everything we do and we consistently strive to deliver a great customer experience.
In this interesting and diverse role at the heart of East Sussex Highways and local government you’ll work closely with all teams across the highway services. You will maintain excellent relationships with key stakeholders, manage complaints and provide an excellent end to end customer experience
You will respond to all customer complaints with the aim to resolve at first contact where possible, take ownership of enquiries, where needed, from initial contact through to resolution within agreed timescales and maintain a complete record of all contact within Salesforce. You will build and maintain strong, long lasting and trusted relationships with Key Stakeholders and operate as the lead point of contact for any and all matters.
Here’s What You’ll Need:
• Grade C or above in English GCSE
• Use of CRM system such as Salesforce
• Strong computer literacy
• Experience within a customer service environment
• Knowledge of statutory obligations affecting the service
• Effective communication
• Time Management
• Organisational skills
• Accuracy/attention to detail
• Ability to work with minimal supervision
• Demonstrated initiative
• Ability to work to deadlines
• Strong written English skills
• Strong knowledge of Microsoft Outlook
We particularly welcome applications from candidates who have the following:
• Degree qualified in suitable subject
• Member of appropriate professional body
• Experience working for a local authority
• Knowledge on Highway issues
We clear the way for inventive thinking so you have the support, means and space to deliver the boldest solutions for the extraordinary and every day. Jacobs. A world where you can.
We’re invested in you and your success. Our values stand on a foundation of safety, integrity, inclusion and diversity. We put people at the heart of our business and we truly believe that by supporting one another through our culture of caring, we all succeed. We value positive mental health and a sense of belonging for all employees.
We aim to make inclusion and diversity core attributes of our identity, embedded in all our employment and business practices in all locations. We know that if we are inclusive, we’re more connected, and if we are diverse, we’re more creative.
Jacobs partners with VERCIDA to help us attract and retain diverse talent. For greater online accessibility please visit www.vercida.co.uk to view and access our roles.
As a Disability Confident employer, we will interview all disabled applicants who meet the minimum criteria for a vacancy. We welcome applications from candidates who are seeking flexible working and from those who may not meet all the listed requirements for a role.
At Jacobs, we’re challenging today to reinvent tomorrow by solving the world’s most critical problems for thriving cities, resilient environments, mission-critical outcomes, operational advancement, scientific discovery and cutting-edge manufacturing, turning abstract ideas into realities that transform the world for good. With $13 billion in revenue and a talent force of more than 55,000, Jacobs provides a full spectrum of professional services including consulting, technical, scientific and project delivery for the government and private sector.