Customer Service Advisor Colchester, England
Job description
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 call centre 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-growing 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:
- Remote working to help you achieve a balanced life.
- 25 days holiday increasing after 2 years’ service and an extra day on your birthday!
- Private Healthcare 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?
- Electric car and cycle to work schemes.
- Life Insurance and Personal accident cover to give you peace of mind.
- Access to Udemy Business and thousands of online training courses
Additional information about the role
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 on Wednesday 14th June at our office in Colchester, Essex. We're a nice bunch though so you should have fun!
Our commitment to diversity and inclusion
At Cloudfm, we live by the motto "you do you," which means we empower you to embrace your true self every day. We strongly believe that your individuality, including your culture, gender, sexual orientation, language, and more, brings richness to our team and community, and we are incredibly proud of it. Our commitment lies in fostering an inclusive environment where everyone can contribute and flourish, unlocking their full potential. We provide support for individuals, families, and caregivers through flexible and remote work options, family-friendly policies, our health and wellbeing programme and lifestyle benefits.
Careers at Cloudfm
A career at Cloudfm is exciting, challenging and rewarding, and we’re always on the lookout for talented individuals to join the team. You can learn more about life at Cloudfm on our website and social channels too.
