Senior Customer Service Representative - Dayshift

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

Benefits offered by this job

33 days annual leave

Overtime

Private Pension

Employee Discounts

Job summary

City Facilities Management Holdings Ltd. is seeking a Senior Customer Service Representative to join the Glasgow head office on a permanent basis. The role involves handling helpdesk calls for a major UK supermarket client, logging issues, and ensuring data accuracy. Hybrid working begins after training, with 37.5 hours per week over 5 days.

The ideal candidate will demonstrate enthusiasm, professionalism, and strong team collaboration within the Helpdesk.]

Qualifications

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

Responsibilities

• Answer inbound calls and make outbound calls professionally.
• Log and pass out customer faults and enquiries.
• Monitor and manage new calls with focus on response times.
• Input data accurately and complete relevant fields.
• Liaise with Engineers to prioritise calls for swift response times.

Skills

Customer service

Job description

Job Title: Senior Customer Service Representative - Dayshift

Candidates should take the time to read all the elements of this job advert carefully Please make your application promptly.

Location: Glasgow Head Office (1 day Hyrid after training is fully completed)

Contract Type: Permanent

Working Hours: 37.5 hours per week / 5 days over 7 Monday - Sunday

Salary: £26,566.16, 33 days annual leave, 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