Customer Service Advisor - Fulltime - Fixed Term Contract

About Cloudfm

We’re driven by our mission to transform the Facilities Management industry and create a more sustainable future. Our smart solutions and cutting-edge technology help our clients optimise building performance and minimise energy waste.

How do you fit in?

The role of the CSA is a critical customer facing role working directly with our customers and supply chain partners to help them resolve maintenance issues.

What you'll be doing day to day

• Reviewing incoming maintenance tasks and assigning to our Supply Chain Partners.

• Working with supply chain partners, providing accurate information and effective communication, to ensure maintenance tasks are resolved in accordance with agreed service level agreements.

• Manage inbound calls against agreed SLA's.

• Monitor all systems/communications and update appropriately with accurate information to ensure complete transparency for our client, e.g., Building Portal, Client Inboxes, Email.

• Escalating issues as necessary and in a timely manner to the relevant people.

• Investigate all maintenance tasks that are sitting in backlog to find a resolution.

• Support all queries seeking out the appropriate point of contact.

• Ensure customer service levels are met and exceeded.

• Follow and stay up to date with internal changes to process

What you'll bring to the table

You'll have at least one year of customer service experience, ideally in a helpdesk environment. You'll have great interpersonal skills and good written communication.

Why join us

You'll be welcomed by a passionate and friendly team, and will be part of an open, inclusive, and supportive culture. Working for a fast-paced and driven company, you'll have plenty of opportunities to learn and grow, if that’s what you’re after. We also offer a generous rewards package to help you make the most out of life, including:

• Salary: £26,436.8 per annum.

• 25 days holiday increasing after 2 years’ service and an extra day on your birthday!

• Health Cash Plan to look after your physical and mental health.

• Enhanced Maternity, Adoption and Paternity pay

• Wellbeing support, confidential helpline, and counselling

• Retail cashback and discounts because who doesn’t love saving money?

• Life Insurance and Personal accident cover to give you peace of mind.

Additional information about the role

This is being recruited on a 12-month fixed term basis. The Customer Service Team work a rotational shift pattern covering a pattern from 7am to 8pm (you would work a 9 hour shift within those hours with an hour for lunch) and a one in three weekend shift.

As this is a fully remote role, we like to meet candidates in person so shortlisted candidates will be invited to an assessment day at our office in Colchester, Essex. We're a nice bunch though so you should have fun!