Customer Service Advisor

ROLE: Multi Skilled Operation Co-ordinatorHOURS: Shift Pattern: 4 on 4 off, 12-hour shifts between 06:00-21:00LOCATION: Manchester, The role of the Customer Service Advisor within the Technical Services Operations Helpdesk is a dynamic and challenging position focused on delivering facilities management support and exceptional customer service on a 24/7, 365-day basis. As a key member of the team, the Advisor serves as the central point of contact for both customers and operational colleagues, playing an integral role in ensuring smooth communication and effective problem resolution.

The position requires meeting specific Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), ensuring that business objectives are consistently achieved in a professional and confident manner. A core responsibility of the role is responding to customer requests promptly and accurately, addressing enquiries and resolving issues in a timely manner to ensure seamless operations. The Advisor is responsible for handling all customer contacts professionally, taking ownership of each case and ensuring that complaints are addressed appropriately.

Role Responsibilities:

-Respond to customer requests promptly and accurately, addressing enquiries and resolving issues in a timely manner.

-Handle all customer contacts professionally, taking ownership of each case and ensuring complaints are addressed appropriately.

-Accurately record and manage jobs within the Helpdesk system.

-Ensure efficient job delivery and service completion.

-Communicate consistently with engineers and subcontractors to monitor attendance and prevent delays in job completion.

-Maintain strict adherence to company policies, procedures and compliance guidelines for audit purposes.

-Prioritise customer satisfaction and achieve call-handling targets and quality standards while aiming to exceed customer expectations.

-Monitor and escalate incidents as required to ensure service levels are maintained.

-Actively seek opportunities for process improvements that enhance both customer and colleague experience.

Previous experience in a customer service environment, preferably within a target-driven or high-pressure service delivery setting.

-Strong organisational skills and the ability to prioritise tasks.

-Proficiency in IT systems, including Microsoft Word, Excel and PowerPoint.

What's in it for you?

-Opportunity to work within a fast-paced environment while making a meaningful impact on the success of operations.