Customer Support Specialist

4 weeks ago

Leicester, Leicester, United Kingdom Bellrock Property and Facilities Management Full time

Customer Support Specialist - Daytime Friday to Monday

At Bellrock Property and Facilities Management, we leverage innovative technology to provide our clients with an experience that not only equips them with advanced building solutions but also ensures their peace of mind. Our approach is technology-driven yet centered around people. As a member of our team, you will receive all the support necessary to excel in your role, as our employees are the core of our organization.

This position is primarily focused on assisting our Helpdesk operations, guaranteeing that our clients have dependable access to support. The role is hybrid, requiring presence at our Head Office during weekdays and remote work on weekends. A comprehensive 6-week training program will be provided, and your shift transition will be based on your performance during this period.

Your Impact

We believe that every position is vital in delivering peace of mind to our clients, regardless of the department. Each role contributes to our collective progress, and everyone has the potential to make a difference. As a Customer Support Specialist at Bellrock, you will:

  • Handle incoming calls from clients and contractors, adhering to established procedures that will be used to evaluate performance.
  • Log maintenance, security, and Health & Safety requests using Bellrock's computerized systems, following the agreed protocols.
  • Track ongoing jobs in the system to ensure that contractors respond to client requests within the specified service level agreements (SLAs).
  • Secure necessary approvals for tasks that exceed predetermined guidelines.
  • Utilize email for communication and instruction.
  • Ensure the efficient daily operation of the Contact Centre by following the scheduled rota.
  • Meet established performance targets.
  • Address and resolve customer complaints effectively.
  • Comply with all relevant statutory obligations under the Health and Safety at Work Act, as outlined in the Company's Health and Safety Policy.
  • Perform any other reasonable tasks as requested.

Currently, all weekend shifts will be conducted remotely.

What You Need

If you are prepared to be the driving force behind our business growth and success as a Customer Support Specialist, you will need:

  • Proficiency in IT and technology.
  • Strong decision-making and problem-solving abilities.
  • Excellent skills in PC navigation, keyboarding, and written communication.
  • Outstanding verbal communication and interpersonal skills.
  • A customer-focused mindset with strong customer service capabilities.
  • Attention to detail, professionalism, and reliability.
  • Ability to multitask and adapt to changing circumstances.
  • Data entry proficiency.

Work Arrangements

We promote flexible working practices that allow our employees to manage their hours and work remotely when feasible. In this role, the successful candidate will work from home on weekends and at the Leicester Office during weekdays, with shifts scheduled between 8 am and 6 pm, including a 30-minute lunch break, totaling 30 hours per week.

What We Offer

Upon joining Bellrock, you can anticipate a comprehensive benefits package that includes:

  • 25 days of annual leave plus bank holidays, along with an additional day as a token of appreciation.
  • A salary exchange pension scheme.
  • Life insurance coverage.
  • Paid sick leave.
  • Access to the LifeWorks employee assistance and wellness program.
  • Enhanced leave options for maternity, paternity, and adoption.
  • Salary sacrifice schemes for cycling to work and technology purchases.
  • A holiday purchase scheme allowing for an additional 5 days of leave per year.
  • Discounts and offers designed to help save on everyday expenses.
  • A healthcare cash plan.
  • MotorSave Scheme.
  • Referral bonuses for bringing in new talent.

Supporting Your Growth

We have always valued diverse perspectives, fostering a workplace that embraces unique voices. Here, everyone is welcomed, included, and supported to be their authentic selves and achieve their full potential.

Joining us means becoming part of an inclusive environment that recognizes your contributions, offers ample opportunities for learning and development, and supports your well-being. Our benefits are designed to enhance your life.

Ready to Make an Impact?

Our people are our greatest asset, and we are committed to helping them thrive. We provide everything necessary for a fulfilling career with us, allowing you to advance your professional journey while contributing to our collective success.

We look forward to welcoming you to our team.

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