Client Support Specialist

3 weeks ago

Wythenshawe, Manchester, United Kingdom Options Resourcing Ltd Full time £25,500
Position: Client Support Specialist

Company: Options Resourcing Ltd

Compensation: £25,500 per annum + training & career advancement opportunities
Work Arrangement: Remote work available on Fridays

This position is vital within the frontline Client Support shared service team, catering to our extensive network of national and regional business clients.

The Client Support team is integral in assisting our clients and account management teams. Your responsibilities will encompass overseeing the complete workflow processes for all facilities management inquiries submitted by clients.

This entails documenting, assigning, and updating both scheduled and urgent service requests for our Facilities Management Operations teams or contractor partners.

The Client Support Desk is a fundamental component of our service delivery model, operating 24/7/365 with both day and night shifts to ensure uninterrupted assistance.

Your role at the support desk is essential in guaranteeing that client facilities management concerns are addressed efficiently, professionally, and swiftly.

You will engage with both internal and external clients and suppliers to deliver a prompt, professional, and effective Client Support service. This includes responding to initial inquiries via phone or email, accurately logging service requests, and escalating issues as necessary.


Key Responsibilities:
  • Document details of the caller, issue, and urgency, ensuring that the account and engineering teams are informed of situations that may escalate into significant problems.
  • Perform additional tasks as directed by the Client Support Team Leader.
  • Ensure all inquiries to the support desk are received, recorded, acted upon, and followed through to resolution in a timely manner.
  • Maintain a clear and professional telephone demeanor.
  • Monitor the performance of scheduled and urgent maintenance tasks, identify underperforming activities, and implement corrective actions to ensure timely completion.
  • Provide assistance to colleagues during periods of planned and unplanned absences.
  • Respond promptly, appropriately, and efficiently to incoming phone calls and email messages in accordance with customer service level agreements.
  • Assist with support desk tasks.
  • Possess a minimum of 3 years of experience in a support desk or contract administration role.

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