Client Support

Wates Group; Manchester; On-site; GBP 28,000 - 36,000; Full time

Job summary

Wates Group in Manchester is looking for a Client Support Advisor to join our Facilities Management team on a permanent, full-time basis. You will be the first point of contact for customers, clients and suppliers, managing service requests and coordinating work orders to ensure timely, professional service delivery.

You will log and track jobs in CAFM, coordinate engineers and operational teams, and provide regular updates to stakeholders throughout the lifecycle of each request.

Qualifications

• Experience in a customer service or helpdesk environment.
• Experience in Facilities Management or Property Services.
• Excellent written and verbal communication skills.
• Strong organisational skills with ability to manage multiple priorities.
• Proficiency in Microsoft Office and service management systems.

Responsibilities

• Manage incoming calls, emails and service requests from clients and customers.
• Log, track and update jobs through CAFM and internal systems.
• Coordinate engineers, subcontractors and operational teams to meet service delivery targets.
• Provide regular communication and updates to customers throughout their requests.
• Monitor outstanding work orders and follow up to ensure timely completion.
• Support compliance and contractual performance requirements.
• Produce reports and administrative support as required.
• Build and maintain strong working relationships with stakeholders across the contract.

Skills

Customer service

Helpdesk

Client services

Contact centre

Facilities management

Property services

Communication

Organisation

MS Office

Problem solving

Tools

CA FM systems

Job description

Client Support Advisor

WPS Manchester Full Time, Permanent

The Role

We have an exciting opportunity for a Client Support Advisor to join our Facilities Management team supporting our prestigious JLL contract from our Manchester office.

As a Client Support Advisor, you'll be the first point of contact for customers, clients, suppliers and operational teams, playing a vital role in delivering an exceptional service experience. You'll manage incoming service requests, coordinate work orders and provide timely updates, ensuring facilities-related issues are resolved efficiently and professionally.

This is an excellent opportunity for someone with strong customer service skills who enjoys working in a fast-paced environment and thrives on building positive relationships.

Key Responsibilities

• Manage incoming calls, emails and service requests from clients and customers.
• Log, track and update jobs through CAFM and internal systems.
• Coordinate engineers, subcontractors and operational teams to ensure service delivery targets are met.
• Provide regular communication and updates to customers throughout the lifecycle of their requests.
• Monitor outstanding work orders and follow up to ensure timely completion.
• Support compliance and contractual performance requirements.
• Produce reports and administrative support as required.
• Build and maintain strong working relationships with stakeholders across the contract.

What We're Looking For

• Previous experience in a customer service, helpdesk, client services or contact centre environment.
• Experience within Facilities Management, Property Services or a service-led organisation
• Excellent communication skills, both written and verbal.
• Strong organisational skills with the ability to manage multiple priorities.
• Confident using Microsoft Office applications and service management systems.
• A proactive and collaborative approach to problem solving.
• A commitment to delivering outstanding customer service.

Given the nature of this position, you will need to undergo a Basic Disclosure and Barring Service Check (DBS) at offer stage. Applicants with criminal convictions will be assessed individually, and we assure you that we do not discriminate based on an applicant's criminal record or the details of any disclosed offenses. Additionally, certain roles may be subject to additional pre-employment checks.