Client Support Specialist

2 months ago

Glasgow, Glasgow City, United Kingdom City Facilities Management Holdings Ltd Full time

Client Support Specialist - Day and Evening Shifts

Salary: £24,360

Location: Glasgow Head Office

Position Overview:

This is a Permanent, Full Time role.

Role Objective:

  • To handle incoming calls and initiate outgoing calls in a courteous manner while efficiently documenting and addressing all customer-related issues and inquiries. Maintain oversight of new calls with a strong emphasis on response times, adhering to the provided call scripts and capturing all pertinent information to meet Call Quality Monitoring standards. Ensure that all relevant administrative tasks associated with your responsibilities are completed promptly, delivering a swift and effective service in accordance with established service levels.

Key Responsibilities:

  • To arrive punctually before the start of your shift, log into the phone system, and be prepared to take calls at the designated start time.
  • To familiarize yourself with Company Policies and Guidelines, particularly those related to reporting absences, scheduling leave, dress code, and punctuality. Ensure that identification and name badges are worn at all times while in the call center.
  • To comply with the Call Script and adhere to Call Quality Monitoring standards.
  • To gather all necessary information on each call through effective questioning, quickly understanding the customer's issue.
  • To ensure accurate data entry and completion of all relevant fields during each call.
  • To take ownership of customer issues until resolution.
  • To coordinate with Engineers to prioritize calls, enabling prompt response times.
  • To manage post-call activities to effectively balance workload and service levels.
  • To communicate clearly and confidently without supervision, fostering a cooperative atmosphere with both Customers and Colleagues.
  • To consider the impact of your actions on other members of the Helpdesk team and take pride in being part of a cohesive unit.
  • To strive to meet agreed service levels consistently.
  • To address any corrective actions identified in performance reviews and one-on-one meetings with your direct supervisor.
  • To approach your Team Leader with any issues or challenges that may arise.
  • To represent the Company in a professional and competent manner at all times, building strong working relationships with colleagues and partners.
  • To ensure effective written and verbal communication of all relevant information pertinent to the role.
  • To visibly demonstrate enthusiasm and a positive attitude.
  • To embody and uphold Company values, showing respect and appreciation for others.
  • To comply with any other reasonable requests from the Helpdesk Management Team.

About City Facilities Management Holdings Ltd

Established in 1985 by Willie and Susan Haughey, City Refrigeration Holdings was founded with the aim of transforming the facilities management sector. The Haugheys built their business on principles of collaboration and transparency, fostering long-term, mutually beneficial partnerships with clients. Each partnership is tailored to meet the specific needs of the business, implemented through a unique, self-delivered model.

This commitment has enabled City Group to evolve from its modest beginnings into one of the most reputable facilities management companies globally. With a workforce exceeding 12,000, the company has expanded its operations across Europe, Australia, North America, and Asia, diversifying its service offerings to include maintenance and engineering, technical procurement and support, cleaning, and ancillary services across various markets.

Now, over three decades later, City remains dedicated to the core values established by Lord and Lady Haughey, passionately committed to delivering unparalleled professionalism, quality, customer service, and value to partners worldwide.

Our Benefits

Documents

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