Customer Resolution Specialist — Fast-Paced Support

Arcus FM Limited.; Redditch; On-site; GBP 25,000 - 34,000; Full time

Benefits offered by this job

Salary £29,256 per annum

4% bonus

25 days annual leave + Bank Holidays

Group personal pension (5-6%)

Life Assurance

Training Sponsorship Scheme

Discounts and financial aid

Job summary

Arcus FM Limited is seeking a Customer Resolution Agent for the Redditch site. You will handle escalations and complaints from internal and external customers, ensuring timely resolution within SLAs, and maintain comprehensive notes across IT systems.

The role requires strong communication, organisation, and the ability to work across calls, emails, and other channels in a fast-paced environment. A 40-hour week with 7am–7pm shifts across 7 days is required.

Qualifications

• Experience in fast-paced, time-pressured customer service.
• Ability to handle sensitive and confidential information across multiple IT systems.

Responsibilities

• Be the first point of contact for escalations and complaints.
• Manage end-to-end work order complaint/escalation journey to meet SLAs.
• Update systems with notes and progress updates for colleagues.
• Identify root causes and provide solutions to recurring issues.

Skills

Communication skills

Customer service

Time management

Attention to detail

Job description

Arcus FM Limited is seeking a Customer Resolution Agent for the Redditch site. You will handle escalations and complaints from internal and external customers, ensuring timely resolution within SLAs, and maintain comprehensive notes across IT systems.

The role requires strong communication, organisation, and the ability to work across calls, emails, and other channels in a fast-paced environment. A 40-hour week with 7am–7pm shifts across 7 days is required.