Client Support Advisor- Home working optional

Wates Group; Friendly (MD); Remote; USD 40,000 - 65,000; Full time

Job summary

Join a dynamic team as a Client Support Advisor, where your passion for customer service will shine. This role offers the opportunity to manage client inquiries, build strong relationships, and contribute to a supportive work environment. With a focus on delivering exceptional service and a commitment to professional growth, you'll thrive in an organization recognized for its inclusive workplace culture and extensive benefits. If you're ready to take the next step in your career and make a meaningful impact, this position is perfect for you.

Benefits

Private Medical

Pension (5% employer contribution)

Wellness programs

22 days holiday plus bank holidays

Career development opportunities

Industry-leading family leave benefits

Qualifications

• Experience in customer service, preferably in facilities management.
• Ability to manage high volumes of inquiries and maintain professionalism.

Responsibilities

• Deliver outstanding customer service to clients and contractors.
• Manage emails and phone calls effectively while prioritizing tasks.
• Collaborate with internal teams and contractors to ensure timely service.

Skills

Customer Service

Multitasking

Communication

Relationship Building

Problem Solving

Tools

CAFM System

SharePoint

Job description

Client Support Advisor - Home working optional

Location: City Centre Manchester

This is a Full Time/Flexible Working, Permanent vacancy that will close in 20 days at 23:59 BST.

The Vacancy

CLIENT SUPPORT ADVISOR

Are you providing excellent customer service in your current role and ready for the next step?

We are recruiting a Client Support Advisor to join our team on a full-time, permanent basis. We seek someone passionate about delivering outstanding customer service with professionalism and friendliness.

Previous experience working on an FM Helpdesk in a busy environment is desirable but not essential. Your responsibilities will include:

1. Delivering great customer service to clients and contractors
2. Building strong relationships with clients, contractors, and internal teams
3. Managing emails and phone calls effectively
4. Handling inquiries from clients and contractors
5. Supporting clients and contractors with queries
6. Assigning jobs to contractors within specified timeframes
7. Managing the CAFM system daily
8. Challenging unnecessary call-outs and response times
9. Diagnosing reactive jobs and call outs
10. Reporting on out-of-hours call outs (TBR tracker)
11. Following up on pending jobs
12. Scheduling appointments
13. Reviewing and including RAMS
14. Managing daily business-critical issues
15. Updating systems for transparency
16. Ensuring timely processing of maintenance work
17. Organizing paperwork in SharePoint
18. Communicating daily with contractors to prevent overdue work
19. Collaborating with site managers and engineers
20. Meeting business KPIs
21. Maintaining professionalism at all times

This role involves raising and managing a high volume of quoted works; experience with this process is advantageous.

To be successful, you’ll need to be:

• Tenacious and results-oriented
• Confident, efficient, and reassuring on the phone
• Excellent at prioritizing and multitasking
• Friendly and professional
• Innovative in improving processes
• Ambitious and eager to progress

We provide comprehensive training during induction and support you in making the role your own. Join a close-knit, dynamic team and contribute to the future success of Customer Care within Wates FM, advancing your career aspirations.

Wates FM offers facilities management services in demanding environments, working with well-known UK companies, providing maintenance and FM solutions across multiple sites. This is an office-based position.

What We Offer

• Extensive benefits including Private Medical, Pension (5% employer contribution), Wellness programs, 22 days holiday plus bank holidays, and more
• Opportunities for learning and career development
• Industry-leading family leave benefits: 26 weeks paid maternity, 12 weeks paid paternity

Applicants will need to undergo a Basic Disclosure and Barring Service Check (DBS). We assess all applicants fairly, regardless of criminal history, and some roles may require additional pre-employment checks.

Wates is a leading family-owned development, building, and maintenance company with a legacy of over 125 years. Our purpose is ‘reimagining places for people to thrive,’ guided by promises to create sustainable, inclusive places, protect the environment, and foster a caring, inclusive workplace.

We are proud to be recognized as a Gold Investors in People employer and a Disability Confident employer, committed to fair recruitment practices.

Awards

Inside Housing Development Awards - Best Project

2022 Construction News Awards - Winner

Investors in People 2022 - Gold Award

Considerate Constructors Schemes (CCS) National Site Awards - Gold Award

2022 Top 50 Employers for Women - Winner