Customer Assurance Agent

Arcus FM; Redditch; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Life Assurance

Pension scheme (matched 5–6%)

Training Sponsorship Scheme

Discounts, vouchers & financial aid

4% Bonus

Night shift premium

Job summary

Arcus FM Limited is hiring a Customer Assurance Agent at our Redditch site. You will work a 40-hour week, 7pm–7am with weekend rotas, acting as the liaison between Helpdesk and Planning.

You will manage multiple inboxes, quickly resolve queries, and produce MI reports that document faults from major to minor incidents. You will need exceptional customer service, strong Excel skills, and the ability to multi-task under pressure while maintaining accuracy.

Qualifications

• Exceptional customer service skills.
• Good Excel skills.
• Ability to multi-task and prioritise.
• Proactive problem-solving attitude.
• Drive and resilience in handling complex queries.

Responsibilities

• Act as the go-to person between Helpdesk and Planning teams.
• Manage multiple inboxes and respond to queries promptly.
• Produce MI reports capturing data and incidents.
• Record faults from major to minor incidents and escalate as needed.
• Resolve store/depots incidents with support from the team.

Skills

Customer service

Excel

Problem solving

Teamwork

Multi-tasking

Job description

Do you enjoy working on complex and complicated queries? Are you a problem-solver who enjoys finding quick resolutions? Do you enjoy working within a team? Yes? Then we may have THE ideal role for you… Working as our Customer Assurance Agent on a permanent basis at our Redditch site. You'll be working 40-hours a week between 7pm - 7am including weekends on a rota basis, therefore, a degree of flexibility is required due to business requirements. About the Job: Working as the 'go-to person' between our Helpdesk and Planning teams. You'll be managing multiple inboxes, answering queries promptly, working with multiple major clients producing MI (Management Information) reports that capture all data and report all faults from a serious to minor incidents such as: Fire to hot water issues. Great time management, organisational and prioritisation skills are just some of your fortes. Creating and collating reports for Directors containing no mistakes can be difficult at times, but with your ability to work under-pressure and keen eye for detail, you will rise to the challenge. You'll find it rewarding when you are resolving major/minor incidents for the store/depots with the support of your team. To be successful you will have:: We want to hear from you if you have exceptional customer service skills, are driven, like resolving complex, complicated queries and have good Excel skills. It doesn't matter which industry or sector you have experience in, if you can multi-task, elevate when required and love a challenge (and being challenged), then apply for this position today!

• Salary: £26,758 per annum, plus £1.60 per hour night shift premium
• 4% bonus, subject to achievement of targets
• 25 days annual leave + Bank Holidays.
• Group personal pension scheme of matched contributions between 5% and 6%
• Life Assurance
• Funded Training Sponsorship Scheme
• Discounts, vouchers, and financial aid programs