Customer Escalations Specialist

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

Benefits offered by this job

4% bonus

25 days annual leave

Group personal pension

Life Assurance

Training sponsorship

Discounts & vouchers

Financial aid programs

Job summary

Arcus FM in Redditch is seeking a Customer Resolution Agent to be the first point of contact for escalations and complaints from internal and external customers, managing end-to-end work order resolutions within SLAs. You will handle calls, emails and requests with organisation, attention to detail and confidentiality, delivering solutions and driving customer satisfaction.

This 40-hour per week role runs across 7am–7pm over 7 days, with a salary of £29,256 per year plus a benefits package

Qualifications

• Confident, self-motivated, empathetic with strong communication skills.
• Detail conscious with focus on high level customer service.
• Capable of handling sensitive and confidential information across multiple IT systems.

Responsibilities

• Be the first point of contact for escalations and complaints, ensuring end-to-end work order resolution within SLAs.
• Respond to requests via calls, emails, or phone and update systems with notes and progress for colleagues.

Job description

Arcus FM in Redditch is seeking a Customer Resolution Agent to be the first point of contact for escalations and complaints from internal and external customers, managing end-to-end work order resolutions within SLAs. You will handle calls, emails and requests with organisation, attention to detail and confidentiality, delivering solutions and driving customer satisfaction.

This 40-hour per week role runs across 7am–7pm over 7 days, with a salary of £29,256 per year plus a benefits package