Customer Support Coordinator

3 months ago

Castle Donington, United Kingdom Atalian Servest Full time

**Job Reference: /NS/13-06/878/24**

**Job Title: Customer Support Coordinator**

**Location: Castle Donington**

**Salary: Competitive**

**Contract: It is envisaged that this role will become full-time permanent following the initial period of maternity cover**

**Hours per week: Full Time - 40 x Hours Per Week on a rotating shift pattern of**:
**Week 1 - 08:00 - 16:00**

**Week 2 - 09:00 - 17:00**

**Week 3 - 10:00 - 18:00**

**Business Overview**

OCS Group UK & Ireland, part of the OCS Group, is a leading facilities management company providing a range of both standalone and integrated services including cleaning, catering, security, technical services, energy management and compliance, front of house, landscaping, logistics, waste management and pest control services.

The company has a turnover of £1.5bn and operates across the UK and Ireland with 50,000 colleagues delivering innovative award-winning services to the private and public sectors and supporting the local communities in which it operates.

**Job Overview**

We are currently recruiting for a Customer Support Coordinator to join our passionate and driven team based at our client’s site in Castle Donington.

**Benefits**
- Wide range of retail discounts
- Discounted gym membership
- Join our Cycle to Work scheme
- Access to “CHROMA”, our internal colleague-led diversity and inclusion community - join a committee or take part in our events
- Access to internal Mental Health First Aiders
- Immediate access to “Opportunity” our internal Learning and Development platform
- Required professional membership fees paid for
- Win monthly Atalian Servest Superstar Awards

**Key Responsibilities**:

- Monitoring all Soft and Hard Service contract compliance systems ensuring sites and suppliers are raising and closing jobs correctly
- Recording reactive facility calls into the CAFM system
- Provide world-class customer services to clients in a professional and respectful manner
- Manage reactive tasks via the CAFM system in an effective process
- Respond to all reactive in line with service level agreements (SLAs)
- Communicate with and support colleagues
- Maintain SHEQ documentation to ensure the sites-based contract teams retain up-to-date H&S documentation (Insurance, Risk Assessments & Method Statements, H&S, Work Permits)
- Checking and ordering stationary requirements for the IBIC office
- Producing reports for the operational and client teams
- Providing administrative support to the wider IFM team
- To ensure operations are delivered in line with the company accreditation requirements, i.e. ISO:9001, 14001 and 45001, SIA ACS
- Full compliance with company operational platforms i.e. IFMG Operations Manual
- Any other reasonable task as directed by the Business Insights Supervisor or IFM Leadership & Management Team

**Skills, Experience & Attributes for the Role**

Good experience of working within a customer-facing environment is a requirement for this position along with exceptional interpersonal, organisational and administration skills. Specific competencies within this general requirement include the following:

- Ability to articulate thoughts into clear and concise written and verbal communication
- Previous experience working in a busy customer service environment
- Excellent time management organisation skills and focus on the ability to prioritise and multi-task, with the ability to focus on detail
- H&S Qualification (IOSH managing safely etc. desirable and can be provided)
- IT & Systems literacy skills in MS Outlook, Word, Excel and PowerPoint
- Ability to work within a people focussed culture
- Friendly, outgoing, and experienced working as part of a team and with clients
- Ability to demonstrate relationship-building experience and expertise
- Articulate and has the ability to communicate effectively with the clients and operational teams
- Previous experience in finance (quotations/budgets/invoicing)
- An organised individual who can demonstrate a record of planning and managing workflows
- Able to demonstrate an understanding of high-quality service delivery and its impact on this
- The ability to be agile and flexible to meet the needs and demands of the role
- **_ Applicants must have the right to work in the UK_**

**How to apply**

If you are interested to join a business that encourages professional development, career progression and the chance to work with inspirational people then please click apply

Alternatively, if you know someone whom you feel would be a good fit for this vacancy, click the link below to refer them and you could win up to £500 (T&Cs apply)

**Diversity & Inclusion**

We are an equal-opportunity employer and are proud of the diversity represented across our business. In 2021 we won the IWFM award for our diversity and inclusion initiative, CHROMA and we are proud to have also achieved the Disability Confident Level 2 Standard as well as being signatories of the Race at Work Charter and

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