Customer Service Operator

Escape; Livingston; On-site; GBP 23,800 - 32,200; Full time

Job summary

Escape is recruiting a Customer Service Operator in Livingston for a permanent, Monday to Friday role paying £28,000 per year. You will manage key customer accounts, schedule planned maintenance and keep clients updated.

You will work with engineers and subcontractors to ensure work progresses smoothly, monitor SLAs and maintain accurate records. This fast-paced coordination role requires excellent communication and strong organisation.

Qualifications

• Excellent communication and customer service skills.
• Strong organisational and time management abilities.
• Good IT skills, including Microsoft Office.
• Ability to manage multiple priorities with attention to detail.
• Collaborative and positive attitude.

Responsibilities

• Manage the day-to-day delivery of one or two customer accounts.
• Coordinate planned maintenance visits and raise work orders.
• Liaise with engineers, subcontractors and suppliers to ensure work is completed on time.
• Build strong working relationships with your allocated customers.
• Provide regular updates on ongoing work and outstanding jobs.
• Monitor service level agreements (SLAs) and ensure contractual requirements are met.
• Escalate any delays or issues where necessary.
• Maintain accurate records using internal systems.
• Work closely with the wider Operations team to ensure a high standard of customer service.

Skills

Communication skills

Customer service

Organisational skills

IT skills (Microsoft Office)

Multitasking

Teamwork

Job description

Customer Service Operator

Livingston | £28,000 | Monday to Friday | Permanent

The Company

Our client is a well-established business providing planned and reactive maintenance services across the UK. They support a wide range of commercial customers, delivering high levels of service through strong customer relationships and efficient operational support.

The Role

This role is ideal for someone who enjoys building relationships, coordinating work and delivering excellent customer service.

You will be responsible for managing key customer accounts, ensuring planned maintenance activities are scheduled, monitored and completed in line with agreed service levels. You'll work closely with clients, engineers and subcontractors to make sure work progresses smoothly while providing regular updates throughout.

This is a busy coordination role where organisation, communication and attention to detail are essential.

Key Responsibilities

• Manage the day-to-day delivery of one or two customer accounts.
• Coordinate planned maintenance visits and raise work orders.
• Liaise with engineers, subcontractors and suppliers to ensure work is completed on time.
• Build strong working relationships with your allocated customers.
• Provide regular updates on ongoing work and outstanding jobs.
• Monitor service level agreements (SLAs) and ensure contractual requirements are met.
• Escalate any delays or issues where necessary.
• Maintain accurate records using internal systems.
• Work closely with the wider Operations team to ensure a high standard of customer service.

About You

We're looking for someone who is organised, proactive and enjoys working in a fast-paced environment.

You’ll ideally have experience in a role involving service coordination, scheduling or account management, preferably within facilities management, maintenance, engineering support or a similar industry.

• Excellent communication and customer service skills.
• Strong organisational and time management abilities.
• Good IT skills, including Microsoft Office.
• The ability to manage multiple priorities while maintaining attention to detail.
• A positive attitude and willingness to work collaboratively.