About the Role
The Customer Service Advisor will support and manage effective and efficient customer service within the National Specialist Services operating environment, ensuring efficient turnaround of customer queries, sales and service requirements.
Responsibilities
- Record and distribute information relating to all customer contacts and provide updates as required.
- Balance the needs of the customer and the organisation to reach an acceptable outcome.
- Assist the Project Manager/Project Director in managing customer expectations and enhancing sales and margin.
- Determine the most appropriate means of satisfying customer/project requirements, objectives and constraints, balancing time, cost, quality, scope, risk and benefits.
- Build rapport with clients and colleagues, promoting a professional image at all times in support of the company’s and departmental values.
- Provide 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, ensuring the customer is satisfied with the outcome.
- Prepare both internal and external reports and liaise with stakeholders.
- Ensure a relentless focus on Zero Harm & keep up to date with changes in legislation.
- Assist the Project Manager to lead risk/opportunity reviews.
- 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/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.
Qualifications
- Experience in managing risks and change processes.
- Understanding of standard forms of contracts.
- Able to communicate effectively both verbally and in writing 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.
Desirable Qualifications & Experience
- 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.
Benefits
- 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.
Diversity and Inclusion
At Balfour Beatty we believe that diversity and inclusion are essential components of any successful, happy workplace. We are a disability confident employer and are committed to removing barriers for people with disabilities and long‑term health conditions. We encourage applications from all backgrounds and actively support diversity throughout our workforce.
We are members of WISE, ENEI, the Business Disability Forum and the Association for Black and Minority Ethnic Engineers (AFBE). In 2020, we signed the Audeliss and Involve Open Letter to demonstrate our commitment to taking key long‑term and sustainable actions on Black Inclusion.
Balfour Beatty is also a Gold Award holder in the Ministry of Defence Employer Recognition Scheme and actively encourages applications from Armed Forces personnel, veterans and reservists.
For more info, visit https://disabilityconfident.campaign.gov.uk/.
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