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Senior Customer Service Representative

4 months ago

Glasgow, United Kingdom Perfect Career Full time

**Position: Senior Customer Service Representative**

**Salary: £21,500 per annum**

**Location: Glasgow Head Office / Working from Home**

**Hours: 37.5 hours per week working 5 days out of 7 days**

**Hours of work: Shifts are between 6am - 10pm and will be either 6am-2pm, 7am-3pm, 8am-4pm, 9am-5pm, 12pm-8pm, or 2pm-10pm**

**Senior Customer Service Representatives will work 2 weekends on and 3 weekends off in that rotation.**

We are advertising this Helpdesk Customer Service Representative role on behalf of our client ‘City Facilities Management’. City FM was established in 1985 and the company has grown to become one of the world’s largest privately held, integrated FM companies.

**Job Purpose**
- To manage incidents across the helpdesk.
- 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.
- Ensure that all relevant administration related to the completion of your role are completed in full and in a timely manner.

**Key Accountabilities**:

- Have a resolution mindset and go the extra mile in the support of trade impacting incidents and jobs.
- Be a role mode of the CSRs within your team and the wider helpdesk.
- Support the Helpdesk Team Leader when required.
- Manage the incident line, achieving set SLAs and target.
- To read and understand Company People Policies and Guidelines in particular guidelines for reporting in sick, scheduling holidays, dress code and timekeeping. Ensure pass and name badge are worn at all times whilst within the call centre.
- To ensure compliance with the Call Script and adhere to Call Quality Monitoring guidelines.
- To ensure all relevant data is obtained on each call through appropriate questioning quickly securing an understanding of the problem.
- To provide excellent customer service is all aspects of the role.
- Ensure any corrective actions are picked up and managed at the direction of your team leader.
- To approach your Team Leader with any issues or problems that may arise.
- To represent the Company in a professional and competent manner at all times and develop strong working relationships with City and partnership colleagues.
- To ensure effective written and verbal communication of all relevant information pertinent to the role.
- To visibly demonstrate enthusiasm and positive behaviour.

**The Person**:

- Previous experience of Helpdesk/call centre
- Previous experience of leading a team is desired but not essential
- Strong PC literacy, with experience using FM & telephony systems
- Strong communication skills, both written and verbal
- Strong results focus
- Effective problem-solving and decision-making
- Able to motivate self and others
- Flexible approach to working hours

**Job Types**: Full-time, Permanent

**Salary**: Up to £21,500.00 per year

Schedule:

- Day shift
- Monday to Friday

Work Location: In person

Reference ID: Senior Customer Service Representative - Glasgow