Customer Resolution Specialist - Part Time (Escalations & SLAs)

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

Pension scheme matched 5–6%

Life Assurance

Training Sponsorship

Job summary

Arcus FM Limited is seeking a Customer Resolution Agent in Redditch for a 20-hour-per-week, part-time role. You will be the first point of contact for escalations and complaints, coordinating across calls, emails, and other channels to resolve within SLAs.

The role requires strong communication, attention to detail, and the ability to handle confidential information across multiple IT systems. Flexible days across 7 days are required.

Qualifications

• Experience in fast-paced, time-critical customer service roles.
• Strong communication and organisational abilities.
• Ability to handle confidential information across multiple IT systems.
• Flexible 20-hour-per-week availability across 7 days.

Responsibilities

• Handle escalations and complaints as the first point of contact for customers.
• Manage end-to-end work order complaint/escalation journeys within SLAs.
• Respond to calls, emails, and other channels with timely updates.
• Update all systems with progress notes to enable seamless handoffs.
• Identify root causes and provide solutions to recurring issues.

Skills

Communication skills

Customer service experience

Time management

Attention to detail

Handling confidential information

Tools

IT systems experience

MS Office/CRM

Job description

Arcus FM Limited is seeking a Customer Resolution Agent in Redditch for a 20-hour-per-week, part-time role. You will be the first point of contact for escalations and complaints, coordinating across calls, emails, and other channels to resolve within SLAs.

The role requires strong communication, attention to detail, and the ability to handle confidential information across multiple IT systems. Flexible days across 7 days are required.