Customer Service Coordinator

Macro Group; Reigate; On-site; GBP 24,000 - 30,000; Full time

Job summary

A facilities management specialist is seeking a dedicated customer service representative in Reigate, UK. The role involves supporting customers, addressing inquiries, and ensuring positive experiences. The ideal candidate will excel in time management and communication, have Service Desk experience, and be proficient in Microsoft Office. Join a people-focused culture that prioritizes innovation and community.

Qualifications

• Experience in a Service Desk environment is preferred.
• Strong customer-focused service mentality.
• Ability to work independently and as part of a team.

Responsibilities

• Support and assist customers with inquiries and issues.
• Ensure a positive customer experience during interactions.
• Handle customer interactions effectively through phone and email.

Skills

Excellent time management

Customer service experience

Excellent communication skills

Strong decision-making ability

Effective organizational skills

Proficiency in Microsoft Office

Client liaison skills

Tools

Microsoft Excel

Job description

Macro is a recognised global specialist in facilities management, providing cutting‑edge services to some of the most prominent brands offering workplace design, helpdesk services, interim property management, and providing solutions to making buildings healthier, smarter and sustainable by using advanced technological solutions.

We are driven by a commitment to excellence in everything we do. Our values—Drive for Better, Delight Customers, Do What’s Right, and Develop People—shape our culture and guide our decision‑making. Our strategic priorities focus on Everyday Excellence, Outstanding Experience, and Everlasting Impact.

Join our team to contribute to an organisation that prioritises innovation and technology. Experience the perfect blend of opportunity and community, where you will benefit from a supportive and people‑focused culture.

About the Role

In this role, you will deliver everyday excellence by supporting and assisting customers, addressing their enquiries, resolving issues, and ensuring a positive customer experience. This includes handling various customer interactions—such as phone calls and emails—while logging and updating tasks. All interactions and tasks should be completed in line with the account’s standard service level agreement.

You should strive to provide outstanding experiences for every customer they engage with, ensuring that each interaction leaves a lasting positive impression.

About You

The ideal candidate will have :

Key skills and attributes

• Excellent time management to achieve Service Desk objectives.
• Customer service experience gained in a Service Desk environment.
• Excellent communication skills (written and verbal) to ensure messages are clear and understood.
• Strong decision‑making ability.
• Effective organizational skills.
• Proficiency in Microsoft Office, particularly MS Excel.
• Client liaison skills that support FM24 objectives and service delivery.

Personal Qualities

• Committed to delivering a customer‑focused service that meets diverse stakeholder requirements.
• Conscientious approach to customer delivery.
• A trusted and reliable communicator.
• Ability to work independently while remaining a strong team player.
• Proactive decision‑maker.
• Approachable with a strong people focus.
• Flexible and well‑organised approach.
• Ability to remain objective under pressure.

Diversity Statement

We want to create a workplace where everyone feels safe to bring their whole selves to work. We recognise that every individual has different needs. This is Me is Macro’s EDI campaign, a commitment to understanding and supporting those needs, both professionally and personally.

Our aim is to help identify and acknowledge individual needs that may impact work‑life experience. It’s about being proactive, learning from one another, and creating a supportive space that encourages growth and productivity.

Should you need to discuss any reasonable adjustments or require guidance about our recruitment process, please speak to a member of our team.