At a Glance
- Tasks: Coordinate services and manage incidents in a dynamic contact centre environment.
- Company: Join M Group Highways, the UK's leading highway maintenance contractor.
- Benefits: Enjoy competitive pay, flexible shifts, and a range of employee perks.
- Other info: Be part of a diverse team that values inclusion and personal growth.
- Why this job: Make a real impact on infrastructure while developing your career in a supportive team.
- Qualifications: Computer literacy and experience in client contact operations preferred.
The predicted salary is between 30000 - 40000 £ per year.
Right across infrastructure, there’s a requirement to not only maintain, but also renew and reimagine. Whatever stage you’re at in your career, with us you’ll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive.
Where will you be working? At M Group Highways, we’re supporting the safe transportation and movement of people across the UK. We don’t just build roads and bridges - we’re building a better future, creating lasting social value that gives back to the communities in which we work.
You’ll be joining our Highways maintenance team, as the UK’s number one highway maintenance contractor, our teams use the latest innovations to create effective solutions. We offer a range of services including planned and reactive maintenance and highway improvement schemes. The CSC has been operational since 2005 and delivers a full range of services for the Highways Sector and Customer Liaison. They are relied upon to assist in all contingency plans and provide a continuous 24 hour service from 07:00 Monday to 07:30 Saturday to both an internal and external client base.
Due to the success of the team and internal promotions the CSC are looking to recruit a Services Coordinator / Incident Response Coordinator to join their highly dedicated and respected team. The team work on shift pattern of:
- Monday to Friday week one 07:00-15:30
- Monday to Friday week two 13:00-21:30
- Monday to Friday week three 15:00-23:00
- Monday to Saturday week four 23:00-07:30
What will you be doing? You'll be receiving phone calls from Company employees, contractors, emergency services and other external agencies. Proactively monitoring and reporting on events and incidents, and manage data capture into the bespoke computer systems. You'll be handling inbound and outbound calls, simultaneous system operation and generating reports for clients and management.
What you’ll bring:
- Computer literacy and familiarity with Microsoft Office products and/or other similar operating systems.
- Ability to operate a number of different systems simultaneously.
- Ability to work as part of a team, individually and to deadlines.
- Previous experience of working within a Client Contact operation or environment.
- Experience of working shifts (preferable) remaining flexible.
What’s in it for you? We offer a range of benefits designed to support your life in and out of work, some of which include:
- Matched or contributory pension scheme
- Online GP service, 24 hours a day, 365 days a year
- Employee assistance programme
- My Rewards portal, access to 1000s of retail discounts
- Life assurance
- Cycle to work, salary finance and give as you earn schemes
- Enhanced maternity, paternity leave and adoption leave
- Reward and recognition scheme
In addition, this role offers; 28 days annual leave plus bank holidays, Up to 50% Unsociable Hours Enhancement, Recommend a friend - get rewarded for introducing people to us!, Holiday purchase scheme, Personal Accident Cover.
About us: We want to be an employer of choice and a great place to work, attracting diverse and talented people, who join us and make a difference. We are one of the Top 100 UK companies actively supporting and recruiting veterans. Our ENABLE inclusion networks bring together people who have a shared passion, to help create an environment where everyone belongs.
Our values help to shape our culture and how we work with one another. We recruit with these values in mind, to ensure your aspirations, and ways of working, align with ours.
- We’re responsible and go further for our people, clients, communities and the planet
- We’re open and seek new and better ways of exceeding expectations
- We’re together and as one team; the whole is greater than the sum of the parts
- We’re ambitious and embrace opportunity, to lead essential infrastructure services for life
Whether you’re a trainee, apprentice or graduate, or progressing through your career, our people benefit from industry recognised programmes, training and development. It’s an exceptional time to be a part of M Group.
Please note: Occasionally, we may close job adverts before the stated closing date. We’d encourage you to apply as soon as possible to ensure your application is considered. For certain roles, successful candidates will be subject to 3rd party background checks as part of our hiring process. Some of our roles require drug and alcohol testing as part of our induction.
CSC Co-ordinator (Contact Centre) in Birmingham employer: M Group
At M Group Highways, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that prioritises safety and client satisfaction. Our employees enjoy a range of benefits, including flexible working hours, comprehensive training programmes, and opportunities for career advancement, all while contributing to vital infrastructure projects that enhance communities across the UK. Join us in a role where your contributions matter, and be part of a team that values collaboration, innovation, and personal growth.
StudySmarter Expert Advice🤫
We think this is how you could land CSC Co-ordinator (Contact Centre) in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at M Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like M Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace CSC Co-ordinator (Contact Centre) in Birmingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to M Group:Your cover letter is your chance to shine! Tell us why you want to work at M Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at M Group!
How to prepare for a job interview at M Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
