The role of the CSA is a critical customer facing role working directly with our customers and supply chain partners to help them resolve maintenance issues
Reviewing incoming maintenance tasks and assigning to our Supply Chain Partners
Working with supply chain partners, providing accurate information and effective communication, to ensure maintenance tasks are resolved in accordance with agreed service level agreements
Manage inbound calls against agreed SLA's
Monitor all systems/communications and update appropriately with accurate information to ensure complete transparency for our client, e.g., Building Portal, Client Inboxes, Email
Escalating issues as necessary and in a timely manner to the relevant people
Investigate all maintenance tasks that are sitting in backlog to find a resolution
Support all queries seeking out the appropriate point of contact
Ensure customer service levels are met and exceeded
Follow and stay up to date with internal changes to process
The Customer Service Team work a rotational shift pattern covering a pattern from 7am to 8pm (you would work a 9 hour shift within those hours with an hour for lunch) and a one in three weekend shift
This role is fulltime 40 hours per week
Requirements:
You'll have at least one year of customer service experience, ideally in a call centre/helpdesk environment. You'll have great interpersonal skills and good written communication
Benefits:
Private Healthcare
Life Insurance and Personal accident cover
Wellbeing app, confidential helpline and counselling
Profit share bonus scheme
Homeworker Allowance on top of your base salary (tax-free)
Remote and flexible working
25 days holiday increasing after 2 years service and an extra day off on your birthday
