Customer Assurance Coordinator

Arcus FM; Redditch; On-site; GBP 26,000 - 32,000; Part time

Benefits offered by this job

4% bonus

25 days annual leave + Bank Holidays

Group personal pension 5-6%

Life Assurance

Training Sponsorship Scheme

Discounts, vouchers, and financial aid

Job summary

Arcus FM is looking for a part-time Customer Assurance Coordinator in Redditch to manage customer incidents and escalations. You will act as the central contact for customers, stakeholders, and senior management, ensuring timely resolutions and service level adherence.

You will gather and analyse information, update helpdesk systems, and support the FM Direct Team across multiple disciplines. The role emphasizes strong communication, data analysis, and proactive risk management.

Qualifications

• GCSEs in English and Maths required.
• Customer-focused with excellent communication skills.
• Strong IT skills including Microsoft Office.
• Highly organised with attention to detail.
• Able to prioritise workloads and meet deadlines.

Responsibilities

• Coordinate and manage customer incidents and escalations.
• Provide updates to Senior Management and stakeholders on progress.
• Track escalations to resolution and log notes in FM systems.
• Lead senior management calls and ensure effective communication.
• Support contractors to meet KPIs and SLAs.
• Prepare daily, weekly, and ad hoc customer assurance reports.

Skills

GCSE English/Maths

Customer focus

MS Office

Organised

Time management

Analytical thinking

Independent & team work

FM/Support experience

Risk awareness

Tools

FM Helpdesk systems

Job description

We are looking for a Customer Assurance Coordinator to join our Redditch team on a part-time basis, working 24 hours per week across Monday to Sunday.

This key support role is responsible for managing customer incidents and escalations, acting as a central point of contact for customers, stakeholders, and senior management. You will ensure customer requests are resolved effectively and within agreed timescales, while meeting service level agreements and delivering excellent customer service.

About the Job

• Communicate effectively with Senior Management and stakeholders to provide accurate and concise progress updates on escalations and incidents within the agreed service levels, both verbally and in writing.
• Identify risks and resolutions, keeping the customer and business updated and retail stores trading.
• Support the Senior Management Team in the identification of areas for improvement.
• Responsible for tracking escalations through to resolution, updating the FM Helpdesk systems with clear and concise notes.
• Ability to lead Senior Management calls, instilling confidence that the Customer Assurance Team will effectively resolve and communicate any issues or concerns.
• Drive the performance of contractors in line with company KPIs and SLAs.
• Provide technical or specialist support to the FM Direct Team and wider business across a variety of disciplines.
• Responsible for the management, collation, and distribution of daily, weekly, and ad hoc Customer Assurance reporting.
• Complete incident reporting and communication of these incidents to Senior Management. Proactively liaise with contractors to ensure potential trade loss is minimised and operations are restored as soon as possible.
• Provide a proactive approach to the analysis of high-level issues and recommend systemic and process changes to improve the customer journey. Have the knowledge and experience to understand and make sense of complex data.
• Accurately record information in all Arcus systems, making effective use of technical triaging to assist in allocating work orders right first time, ensuring client notes are updated at every contact.
• Liaise effectively with the engineer population and field management team to ensure all scheduled works are adhered to and completed within set service level agreements.
• Manage workload according to business needs and prioritise critical duties efficiently whilst communicating identified risks effectively.
• Report incidents effectively in line with our contractual obligations to clients.
• Contribute to the development and implementation of robust FM Direct team processes to ensure that a high-quality service is provided to both internal and external customers.
• Communicate effectively with Senior Management and stakeholders to provide accurate and concise progress updates on escalations and incidents within the agreed service levels, both verbally and in writing.

To be successful you will have:

KNOWLEDGE AND SKILLS

• GCSEs (Grade C/4 or above) in English and Maths
• Customer-focused with excellent communication skills
• Strong IT skills, including Microsoft Office
• Highly organised with excellent attention to detail
• Able to prioritise workloads and meet deadlines in a fast-paced environment
• Strong listening, problem-solving, and analytical skills
• Confident working independently and as part of a team
• FM or support services experience desirable, but full training will be provided
• Ability to understand complex information and anticipate risks and outcomes

When you join us, you’ll receive:

• Salary: Up to £29,256 per annum (pro rata), depending on experience.
• 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