Customer Service Advisor

Saltire Facilities Management Limited; Bellshill; On-site; GBP 22,000 - 27,000; Full time

Benefits offered by this job

Annual salary reviews

Employee discounts

Discounted gym membership

Overtime opportunities

Paid volunteer day

£500 referral bonus

Employee assistance programme

Company pension

EV salary sacrifice option

Cycle-to-work scheme

Job summary

Saltire Facilities Management Limited is seeking a Customer Service Advisor for a backshift role in an office-based setting. The salary is £24,570 per annum with an average 32.25 hours per week and a 4 on/4 off shift pattern.

You will be the first point of contact for heating, electrical, and property service enquiries, providing empathetic support and scheduling engineer visits. Ideal candidates bring customer service experience, strong communication, problem-solving skills, and the ability to

Qualifications

• Experience in customer service or contact centre preferred.
• Excellent communication skills and a professional manner.
• Strong problem-solving ability and attention to detail.
• Confidence using multiple systems simultaneously.
• Positive, team-focused mindset.
• Willingness to work a 4 on 4 off backshift pattern.

Responsibilities

• Handle inbound calls, emails, and live chat queries.
• Schedule and manage engineer appointments.
• Provide clear, empathetic customer support.
• Accurately update internal and client systems.
• Liaise with engineers and internal teams to resolve issues.
• Work to service level agreements and quality standards.

Skills

Customer service experience

Communication skills

Problem solving

Multisystem use

Team mindset

Backshift availability

Tools

CRM systems

Job description

Customer Service Advisor - Backshift

Salary: £24,570 per annum

Hours: Average 32.25 hours per week

Shift: 11:00am - 9:30pm, 4 days on / 4 days off

Location: Office-based

Make a Difference Every Day

At Saltire Facilities Management, wedon'tjust answer calls — we help keep over 120,000 homes safe,warmand running smoothly.

As one of the UK's largest independent providers of maintenance,repairand installation services for domestic heating systems, we work with public sector organisations and private homeowners to deliver essential property services. From renewables and gas services to electrical works,we'resupporting the UK's move toward lower-carbon housing — andwe'reregrowing.

To support this continued growth,we'relooking for confident, customer-focused individuals to join us in our busy contact centre team.

What You\'ll Be Doing

You'll be the first point of contact for customers who need help with heating, electrical, and property service enquiries. From booking engineer visits to providing reassurance during urgent situations, your work will have a direct impact on the customer experience.

In this role, you will:

• Handle inbound calls, emails, and live chat queries
• Schedule and manage engineer appointments
• Provide clear, empathetic, and reassuring customer support
• Accurately update internal and client systems
• Liaise with engineers and internal teams to resolve issues
• Work to service level agreements and quality standards

Some customers may be without heating or hot water, so your ability to listen, stay calm, and take ownership will make a real difference.

What We\'re Looking For

We\'re looking for someone who brings a positive attitude, strong communication skills, and a genuine desire to help people. Experience is useful, but your approach matters just as much.

You\'ll be a great fit if you have:

• Previous customer service or contact centre experience
• Excellent communication skills and a professional manner
• Strong problem-solving ability and attention to detail
• Confidence using multiple systems simultaneously
• A positive, team-focused mindset
• Flexibility to work a 4 on 4 off backshift pattern

Experience within heating, maintenance, or property services is beneficial — but not essential.

What We Offer

• Competitive Growth: Annual salary reviews to ensure you're rewarded for your contributions
• Benefits Package: Enjoy industry-leading perks and discounts at your fingertips, including employee discounts across major retailers, discounted gym membership, and the option to purchase up to 3 additional days of annual leave.
• Overtime Opportunities: Boost your earnings with regular overtime opportunities available.
• Giving Back: Take one paid volunteer day each year to support a cause that matters to you.
• Referral Rewards: Earn a £500 bonus when you successfully refer a friend to join our team.
• Wellbeing Support: Access confidential support through our Employee Assistance Programme, including mental health and wellbeing resources, and 24/7 GP access.
• Future Security: Plan ahead with our company pension scheme.
• Save on an electric vehicle through our optional salary sacrifice scheme. Or benefit from a tax efficient electric vehicle salary sacrifice scheme (optional)
• Sustainable Travel: Save on your commute with our cycle-to-the