Customer Resolutions Coordinator

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

Do you enjoy working on complex and complicated queries?

Are you a problem-solver who enjoys finding quick resolutions?

Do you enjoy working within a team?

Yes? Then we may have the ideal role for you… working as our Customer Resolution Agent at our Redditch site.

About the Job

Your communication skills will be second to none, as you’ll be the first point of contact for all escalations and complaints for our internal and external customers. You’ll have excellent organisation and prioritisation skills, as you’ll manage the end-to-end work order complaint/escalation journey ensuring it’s resolved within the agreed SLAs. You’ll have exceptional administrative and time management skills as you’ll be receiving, responding, and managing requests via various channels such as: calls, emails, or phone. You’ll have excellent attention to detail skills as you’ll be updating all systems with relevant notes and progress updates, so your colleagues are able to pick up and run with it if required. You’ll be a solution focused individual as you’ll be able to identify route causes and provide solutions to reoccurring issues.

To be successful you will have:

You’ll be a confident, self-motivated, empathetic individual with strong communication skills. You’ll be detail conscious with a strong focus on achieving a high level of customer service. You’ll be capable of handling sensitive and confidential information capturing this onto multiple IT systems whilst working with conflicting deadlines.

This is a 40-hour per week role, working7am – 7pm across 7 days, therefore flexibility is required.

For this role you’ll have experience of working within a fast-paced time pressured customer service role, within any industry and sector!

In return for your hard work we would offer you:

• Salary: £29,256 per annum, 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

At Arcus we are passionate about individual development which is why we are proud to offer industry leading Learning & Development opportunities to all our staff across our organisation