Customer Service Advisor

Nottingham Based (Hybrid working)

Permanent, Full Time

About this opportunity

Gleeds are currently recruiting for a Customer Service Advisor to join our Facilities Management Helpdesk providing support to our clients within the healthcare, retail, and licensed trade sectors.

As part of this role, you will be an essential first point of contact for facilities management issues, responsible for logging and allocating tasks for contractors to resolve.

You will be in direct communication with customers to ensure the end-to-end job processes have been completed and proactively chase outstanding tasks to a satisfactory resolution.

Additional responsibilities include but are not limited to:

• Allocate tasks on to the system and allocate contractors to resolve facilities management issues.
• Direct communication with customer to ensure the end to end job process has been completed.
• To chase outstanding tasks and ensure resolution and update customers.
• Reply to emails and update systems.
• Following process to make sure that client instructions are adhered to
• Triage incoming calls & ensure that service level agreements are applied
• Raise jobs onto the Computer Aided Facilities Management (CAFM) system and speak with contractors to arrange attendance
• Direct communications with customers ensuring that they are kept up to date
• To follow through process until jobs are completed
• Chase outstanding tasks to ensure resolution as quickly as possible
• Answering emails and responding to queries, ensuring that notes are up to date on the system
• Following process to make sure that client requirements are met
• Out of Hours, point of escalation (Evenings / Weekends / Bank Holidays) on a rotational basis

As a Gleeds team member, you will have access to:

• Opportunities to develop and grow your career
• A contributory pension scheme
• Employee Assistance Programme
• Our global travel scholarship programme
• Flexible working arrangements

Who we’re looking for:

• Great communication skills are essential for this role.
• Good attention to detail and the ability to solve problems with a positive attitude.
• Demonstrate the ability to work collaboratively and follow processes.
• Confident working with multiple in-house IT systems.
• Experience working in a high-volume task orientated role would be advantageous.

Be part of the extraordinary

Every day at Gleeds, we influence the way people around the world live, work and travel. Delivering on the world’s most iconic projects for globally renowned clients, our teams solve complex problems that shape the future of the built environment.

One of the qualities we value in people, is the ability to think creatively about the solutions we offer to clients. With 71 offices spanning the Americas, Europe, MENA and Asia Pacific our ability to innovate and improve is a product of the varied backgrounds and experience of our people. We welcome new perspectives and ideas.

Above all, we believe that quality relationships sit at the heart of good business. We strive to be the people that seek to understand and bring people together. Wherever we are in the world, our aspiration is to leave a positive legacy for people and local communities, whilst living and breathing our three core values:

• We’re committed to our clients and our people
• We’re creative and realistic
• We combine professionalism with personality.

We are an equal opportunities employer and welcome applications regardless of age, disability, marital status, race, religion or belief, sexual orientation, transgender status, or gender.

We recognise the importance of work/life balance and agree flexible working arrangements to suit each individual.

Gleeds is a gold standard investor in people employer.