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FORS Helpline Team Leader


Croydon, United Kingdom

Job Summary
AECOM is looking for a Team Leader to act as the first line of support for the Fleet Operator Recognition Scheme (FORS) Helpline. The role will be in the freight and logistics team located in the Croydon office, specifically working on the FORS project.

There are currently four advisors working on the FORS Helpline. This role is to act as team leader for the project but does not include direct line management responsibility.

The role will be to:
• Support the FORS Helpline team
• Allocate tasks to staff
• Allocate enquiries from the FORS inbox
• Assist with helpline team`s training and development and induction of new team members
• Making sure FORS SLAs are met
• Reporting to management and client about team performance and other team-related information
• Taking helpline calls, when needed to avoid having abandoned calls
• Assisting with performance reviews
• Making sure all enquiries are dealt with in a timely and professional manner
• Contribute to team meeting
• Provide quality customer service, including interacting with customers, answering customer enquiries and effectively handling customer complaints.

Minimum Requirements
• Professional attitude and excellent telephone manner
• Excellent customer service skills
• Good written skills
• Good level of communication and interpersonal skills
• A 'can do' approach and attitude, with ability to work under pressure
• Good IT skills

Preferred Qualifications
• A Level standard education or equivalent
• GCSE or equivalent in English and Maths

Please note applications for this role will close on Friday 14th July.

What We Offer
AECOM is a place where you can put your innovative thinking and business skills into high gear and work alongside other highly intelligent and motivated people. It's a place where you can apply your skills to some of the world's most challenging, interesting, and meaningful projects worldwide. It's a place that values the diversity of our areas of practice and our people. It's what makes AECOM a great place to work and grow. AECOM is an Equal Opportunity Employer.

Please note that AECOM does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Fee Agreement, AECOM will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, AECOM explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of AECOM.


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