Customer Resolutions Coordinator (20hrs/week)

Arcus FM; Redditch; Vor Ort; GBP 26.000 - 32.000; Teilzeit

Benefits dieser Stelle

4% bonus

25 days annual leave + Bank Holidays

Pension scheme matched 5–6%

Life Assurance

Training Sponsorship

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Communication skills

Customer service experience

Time management

Attention to detail

Handling confidential information

Tools

IT systems experience

MS Office/CRM

Jobbeschreibung

Why Join Us

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 on a part time basis.

What You'll Be Doing

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.

What We're Looking For

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 20-hour per week role, working 7am – 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 (pro rata) 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