Backshift Helpdesk Specialist — Senior Customer Service

City Facilities Management Holdings Ltd; Glasgow; On-site; GBP 24,000 - 29,000; Full time

Job summary

City Facilities Management Holdings Ltd in Glasgow is seeking a Senior Customer Service Representative to join the helpdesk team supporting a major UK supermarket client. The role involves handling inbound and outbound calls, logging faults, and ensuring timely resolution.

You will follow call scripts, capture data accurately, and collaborate with engineers to prioritise requests. The shift is backshift (2pm–10pm) and includes overtime, private pension and benefits such as employee discounts.

Qualifications

• Experience in a similar customer service-based role is desirable but not essential.

Responsibilities

• Ensure all relevant data is obtained on each call through appropriate questioning quickly securing an understanding of the problem.
• Ensure the accurate input of data and the completion of all relevant fields throughout each call.
• Liaise with Engineers in order to prioritise calls enabling swift response times.
• Manage after call activities to effectively manage workload and service levels.
• Communicate fluently and confidently without supervision creating an atmosphere of co-operation with both Customer and Colleagues.

Skills

Customer service

Job description

City Facilities Management Holdings Ltd in Glasgow is seeking a Senior Customer Service Representative to join the helpdesk team supporting a major UK supermarket client. The role involves handling inbound and outbound calls, logging faults, and ensuring timely resolution.

You will follow call scripts, capture data accurately, and collaborate with engineers to prioritise requests. The shift is backshift (2pm–10pm) and includes overtime, private pension and benefits such as employee discounts.