Senior Customer Service Representative - Backshift

City Facilities Management Holdings Ltd; Glasgow; On-site; GBP 24,000 - 29,000; Full time

Job summary

City Facilities Management Holdings Ltd in Glasgow is seeking a Senior Customer Service Representative to join the helpdesk team supporting a major UK supermarket client. The role involves handling inbound and outbound calls, logging faults, and ensuring timely resolution.

You will follow call scripts, capture data accurately, and collaborate with engineers to prioritise requests. The shift is backshift (2pm–10pm) and includes overtime, private pension and benefits such as employee discounts.

Qualifications

• Experience in a similar customer service-based role is desirable but not essential.

Responsibilities

• Ensure all relevant data is obtained on each call through appropriate questioning quickly securing an understanding of the problem.
• Ensure the accurate input of data and the completion of all relevant fields throughout each call.
• Liaise with Engineers in order to prioritise calls enabling swift response times.
• Manage after call activities to effectively manage workload and service levels.
• Communicate fluently and confidently without supervision creating an atmosphere of co-operation with both Customer and Colleagues.

Skills

Customer service

Job description

Job Title: Senior Customer Service Representative - Backshift

Please read the information in this job post thoroughly to understand exactly what is expected of potential candidates.

Location: Glasgow Head Office

Contract Type: Permanent

Working Hours: 37.5 hours per week / Monday - Sunday 2pm - 10pm

Salary: £26,566.16 per annum, Overtime, Private Pension & Benefits - Including Employee Discounts

An exciting opportunity has emerged for a Senior Customer Service Representative to join our company to work on the helpdesk with one of our major UK supermarket clients.

The role will involve answering inbound calls and make outbound calls in a professional manner whilst logging and passing out efficiently, all customer related faults and enquiries. You will monitor and manage new calls with a high focus on response times whilst following the call scripts provided capturing all relevant data to comply with Call Quality Monitoring guidelines.

Key Responsibilities

• Ensure all relevant data is obtained on each call through appropriate questioning quickly securing an understanding of the problem.
• Ensure the accurate input of data and the completion of all relevant fields throughout each call.
• Liaise with Engineers in order to prioritise calls enabling swift response times.
• Manage after call activities to effectively manage workload and service levels.
• Communicate fluently and confidently without supervision creating an atmosphere of co-operation with both Customer and Colleagues.

Qualifications / Experience

• Experience in a similar customer service-based role is desirable but not essential.

The Ideal Candidate

• Visibly demonstrate enthusiasm and positive behaviour.
• Represent the Company in a professional and competent manner at all times and develop strong working relationships with City and partnership colleagues.
• Consider the impact of own actions on other members of the Helpdesk team and take pride in being part of a team