CUSTOMER CARE ADVISOR - TEMP TO PERM

Regen Solutions; Manchester; On-site; GBP 40,000 - 60,000; Full time

Job summary

A customer service provider in Manchester is seeking a Customer Care Advisor to join their frontline team. This role involves managing service requests within a fast-paced helpdesk environment, ensuring high standards of customer service and operational accuracy. The ideal candidate will have experience in customer service, strong communication skills, and attention to detail. This position operates on weekday daytime hours only.

Qualifications

• Experience in a customer service or helpdesk environment.
• Ability to manage service requests and ensure SLA compliance.
• Effective communication skills, both written and verbal.

Responsibilities

• Handle FM service requests via the CAFM system, ensuring SLA compliance.
• Respond to calls and emails, recording all issues accurately.
• Liaise with teams to ensure timely resolution of requests.

Skills

High standards of customer service

Attention to detail

Operational accuracy

Tools

CAFM (Concept)

Job description

Customer Care Advisor Manchester

Hours: 8am - 5pm (within a 24/7/365 Helpdesk Environment)

£16.22ph

Role Overview

This is a frontline position within the Customer Care Shared Service Team, supporting both national and regional business customers.

The Customer Care Advisor serves as the first point of contact for Facilities Management (FM) issues and is responsible for managing the full lifecycle of service requests - from logging and allocation to updating and resolution.

The role demands high standards of customer service, attention to detail, and operational accuracy in a fast-paced helpdesk environment.

Key Responsibilities

• Handle planned and reactive FM service requests via the CAFM (Concept) system, ensuring SLA compliance.
• Respond professionally to calls and emails, recording all issues accurately and escalating where necessary.
• Liaise with FM Operations teams and contractors to ensure timely resolution of all requests.
• Upload paperwork to ACT, maintaining a routines score of 92% or higher.
• Monitor work orders to reduce aged Work In Progress (WIP) and support a smooth order-to-cash process.
• Provide cover during colleague absences and assist with ad hoc duties as required.

Environment

• Operates within a 24/7/365 helpdesk service, providing essential support to business operations nationwide.
• This specific post is for weekday daytime hours only.