Customer Service Reprehensive

Manchester Arndale; Ireland; On-site; EUR 26,000 - 34,000; Full time

Benefits offered by this job

Award-Winning Employer

Digital Learning

Retail Perks via Hapi app

Professional Growth

Job summary

OCS UK & Ireland is seeking a customer service advisor to provide professional, efficient support at Manchester Arndale. You will handle enquiries, resolve issues, and ensure a positive experience across phone and face-to-face interactions, while following company procedures and safeguarding data.

You will contribute to accurate record-keeping, process orders and refunds, and collaborate with teams to improve service quality.

Qualifications

• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Ability to remain calm and professional under pressure.
• Good problem-solving and conflict resolution abilities.
• Competent in Microsoft Office applications and customer service systems.
• Ability to work independently and as part of a team.
• Strong attention to detail and organisational skills.

Responsibilities

• Respond to customer enquiries via phone and face-to-face interactions.
• Provide accurate information regarding products, services, policies, and procedures.
• Resolve customer complaints and issues promptly and professionally.
• Escalate complex enquiries or complaints to the appropriate department when required.
• Maintain accurate customer records and update internal systems.
• Process customer requests, orders, cancellations, and refunds as applicable.
• Follow company procedures and service standards at all times.
• Work collaboratively with colleagues and other departments to resolve customer concerns.
• Identify opportunities to improve customer service processes and customer satisfaction.
• Ensure compliance with company policies, data protection regulations, and confidentiality requirements.

Skills

Verbal communication

Written communication

Customer service

Calm under pressure

Problem solving

Microsoft Office

Teamwork

Education

Leaving Certificate or equivalent

Customer service qualification (desirable)

Tools

CRM systems

Microsoft Office

Job description

About The Role

Working Pattern: Varied

To provide a professional, efficient, and friendly service to customers by handling enquiries, resolving issues, and ensuring a positive customer experience. The role involves communicating with customers through various channels while maintaining company standards and meeting service level expectations.

Key Responsibilities

• Respond to customer enquiries via phone, and face-to-face interactions.
• Provide accurate information regarding products, services, policies, and procedures.
• Resolve customer complaints and issues promptly and professionally.
• Escalate complex enquiries or complaints to the appropriate department when required.
• Maintain accurate customer records and update internal systems.
• Process customer requests, orders, cancellations, and refunds as applicable.
• Follow company procedures and service standards at all times.
• Work collaboratively with colleagues and other departments to resolve customer concerns.
• Identify opportunities to improve customer service processes and customer satisfaction.
• Ensure compliance with company policies, data protection regulations, and confidentiality requirements.

Knowledge, Skills & Experience

Essential

• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Ability to remain calm and professional under pressure.
• Good problem-solving and conflict resolution abilities.
• Competent in Microsoft Office applications and customer service systems.
• Ability to work independently and as part of a team.
• Strong attention to detail and organisational skills.

Desirable

• Previous experience in a customer service, retail, call centre, or administrative role.
• Knowledge of customer service best practices.

Qualifications

• Leaving Certificate or equivalent qualification.
• Relevant customer service qualification desirable but not essential.

Competencies

• Customer Focus
• Communication Skills
• Teamwork
• Problem Solving
• Adaptability
• Time Management
• Professionalism
• Attention to Detail

About The Company

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering.

Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values - Trust, Respect, Unity, and Empowerment.

Why Work for OCS?

• Award-Winning Employer: Ranked 36th on Glassdoor’s Best Companies to Work For 2025 — we value and motivate our people.
• Digital Learning: The OCS Academy offers digital courses and resources to help you build skills and grow your career.
• Retail Perks With our Hapi app, you can gain access to exclusive discounts, rewards and wellbeing resources.
• Professional Growth: 600+ live learners across UK&I — Empowering colleagues with further development and qualifications!

We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.