Customer Service Advisor (Fixed Term) Helpdesk · Colchester ·

About Cloudfm

We’re driven by our mission to transform the Facilities Management industry and create a more sustainable future. Our smart solutions and cutting-edge technology help our clients optimise building performance and minimise energy waste.

How do you fit in?

The role of the CSA is a critical customer facing role working directly with our customers and supply chain partners to help them resolve maintenance issues.

What you\'ll be doing day to day

  • Reviewing incoming maintenance tasks and assigning to our Supply Chain Partners.
  • Working with supply chain partners, providing accurate information and effective communication, to ensure maintenance tasks are resolved in accordance with agreed service level agreements.
  • Manage inbound calls against agreed SLA\'s.
  • Monitor all systems/communications and update appropriately with accurate information to ensure complete transparency for our client, e.g., Building Portal, Client Inboxes, Email.
  • Escalating issues as necessary and in a timely manner to the relevant people.
  • Investigate all maintenance tasks that are sitting in backlog to find a resolution.
  • Support all queries seeking out the appropriate point of contact.
  • Ensure customer service levels are met and exceeded.
  • Follow and stay up to date with internal changes to process

What you\'ll bring to the table

You\'ll have at least one year of customer service experience, ideally in a call centre environment. You\'ll have great interpersonal skills and good written communication.

Why join us

You\'ll be welcomed by a passionate and friendly team, and will be part of an open, inclusive, and supportive culture. Working for a fast-growing and driven company, you\'ll have plenty of opportunities to learn and grow, if that’s what you’re after. We also offer a generous rewards package to help you make the most out of life, including:

  • Salary: £25,396.80per annum
  • Remote working to help you achieve a balanced life.
  • 25 days holiday increasing after 2 years’ service and an extra day on your birthday!
  • Health Cash Planto look after your physical and mental health.
  • Enhanced Maternity, Adoption and Paternity pay
  • Wellbeing support, confidential helpline, and counselling
  • Retail cashback and discounts because who doesn’t love saving money?
  • Electric car and cycle to work schemes.
  • Life Insurance and Personal accident cover to give you peace of mind.

Additional information about the role

The Customer Service Team work a rotational shift pattern covering a pattern from 7am to 8pm (you would work a 9 hour shift within those hours with an hour for lunch) and a one in three weekend shift.

As this is a fully remote role, we like to meet candidates in person so shortlisted candidates will be invited to an assessment day on Friday 4th Julyat our office in Colchester, Essex. We\'re a nice bunch though so you should have fun!

#J-18808-Ljbffr Salary: GBP 20316 - 26776 per year
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