Title: Customer Service Advisor
Salary and benefits: £24k per annum, share schemes, up to 7.5% matched pension scheme, numerous retail discounts
Business Area: Facilities Management
Kier Specialist Services - Facilities Management is one of the UK's leading facilities management companies, our specialist and dedicated teams provide total facilities management (FM) solutions to both public and private sector clients.
These solutions include hard FM to help clients manage and maintain their workplaces including compliance, fabric, mechanical and electrical services. We also provide a full range of soft FM services such as front of house, cleaning, catering and security.
We are currently looking to recruit a Customer Services Advisor to undertake call centre activities such as call handling, scheduling and completion.
To communicate effectively with customers, both internally and externally for the capture, recording and distribution of service calls onto the help desk database utilising the help desk software
To capture job stories from clients effectively and write problem definitions that will provide clear instruction to engineers of the scope of the work in hand
Identifying the cause of problems clients call in and ensuring any health and safety issue that may impact an engineer's ability to complete the job are captured in the job story
To allocate tasks to internal scheduling teams or external resource effectively
Provide a professional, efficient and effective service delivery experience to both internal and external customers
To achieve individual performance targets and support the team/department in achieving broader performance goalsWhat are we looking for?
Experience of working with computerised data management systems
Previous experience in a similar customer focused service role
Evidence of working within and supporting a team to achieve excellent customer service
A relevant Customer Service NVQ/Diploma (or experience in a similar environment)
Excellent telephone manner, with strong verbal and written communication and interpersonal skills
Ability to create and maintain effective working relationships
Demonstrable IT literacy with Microsoft Office, particularly Excel & Outlook
Demonstrable accurate data entry skills with excellent attention to detail
Previous experience with Help desk systems software, preferably Concept Evolution and a background in Facilities Management would be highly desirableMake the journey. Leave a legacy.
Being part of Kier means living our values of being collaborative, enthusiastic and forward thinking. We all have the potential to shape our world, and it's through these values that we will leave a lasting legacy. Bring your talent and ambition to Kier and you will be given the scope and opportunity to invest in your own future, to build your expertise and contribute to a rich and diverse culture.
Kier is an inclusive employer
Let's shape your world together