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Customer Service Adviser (Sizewell C)
Specialist Passenger Solutions
Sizewell C
Job Responsibilities
- Delivering the full induction process for all new SZC workforce members, explaining the overall transport strategy.
- Allocate appropriate transport solutions to workers and provide clear guidance on parking applications, transport eligibility, and allocation processes.
- Briefing all inductees on driving rules, the correct use of park and ride sites, and worker codes of conduct, ensuring expectations are fully understood.
- Providing each inductee with a detailed induction information pack, including up to date timetables, local bus and rail information, sustainable travel options, route guidance, and promotional car sharing materials.
- Acting as a Customer Service Advisor onsite and within the main office/helpline team, ensuring all workforce members receive accurate, timely updates as required.
- Communicating all relevant updates regarding bus service routes, pick-up points, car-sharing promotions, road closures, delays, or service changes across multiple platforms.
- Serving as the main point of contact for all parking enquiries, including allocation updates, questions relating to parking enforcement across park and ride sites, and community-related parking concerns.
- Logging all travel- and parking-related enquiries into the data management system, ensuring every case is investigated and responded to within agreed timelines.
- Conducting timely follow ups on all complaints, providing customers with clear, consistent updates within set response times.
- Handle complaints professionally via phone and written correspondence, conducting timely follow‑ups and providing clear, consistent updates in line with SPS service standards.
- Ensure complaint responses are accurate and detailed to support root cause analysis and continuous improvement activities.
- Liaising effectively with internal departments to resolve issues and ensure actions are delivered within time frames and communicated appropriately.
- Providing cross-cover for SZC Inductions and the SPS onsite office as required, ensuring continuity of service and consistent performance.
Qualifications
- GCSEs (or equivalent) in English and Maths
- Valid UK driving licence
- Basic IT proficiency and knowledge (Microsoft Office, email systems, data entry
Experience
- Basic knowledge of transport, travel planning, or workforce movement processes
- A strong understanding of customer service standards and complaint handling principles with the ability to follow operational policies, guidelines, or travel/transport procedures
- Proficiency in a customer service environment across face to face, phone, and email channels with experience in handling and resolving conflicts within set processes, timelines, and experience delivering information or briefings to groups
- Accurate data entry and use of the Complaints Management System or operational systems
- Knowledge of data accuracy, record keeping, and confidentiality requirements.
- A strong awareness of Health and Safety, security, and compliance within a safety critical environment with the ability to effectively communicate service changes and updates
For this role you must have evidence of right to work in the UK. As a project, we do not discriminate on the grounds of age, gender, race, colour, religion, disability or sexual orientation, and we welcome applications from all sections of the community.
Customer Service Adviser (Sizewell C) employer: EDF
At EDF, we pride ourselves on being an exceptional employer, offering a supportive work culture that prioritises employee wellbeing and professional growth. As an Occupational Health Advisor in Exeter, you will enjoy a flexible hybrid working model, a competitive salary, and access to a market-leading pension scheme, all while making a meaningful impact on workplace health and safety.
