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Senior Customer Service Representative

Salary: £21,500 per annum

Location: Hybrid (Home / Glasgow Head Office, Caledonia House, Lawmoor Street, G5 0US)

Contract type: Permanent

Full time: 37.5 hours per week. Working 5 over 7 days.

Why join City?

We pride ourselves on our culture, our people, and our customers. We live by our company values: show you care, make it happen, be your best, strive to improve and one City.

We are a passionate and driven team, and by joining City, you become part of the UK's largest, privately owned facilities management company.

Our people are at the heart of what we do, and we care about the wellbeing of our colleagues and have developed an extensive benefits range of benefits.

Here are the benefits we offer:

• 33 days (6.6weeks) paid holiday for a full-time contract
• 37.5 hours per week contract
• Informal hybrid working
• Free on-site parking
• Subsidised canteen facilities & vending machines
• Access to Mental Health First Aiders
• Recommend a Friend incentive
• Legal Shield is a free service for City colleagues and their families. Legal Shield gives you access to independent, expert legal views on topics like employment advice, personal injury, legal advice and wills
• Pension scheme – up to 5% matched contribution
• Company-funded Healthshield cash plan. Healthshield gives you money back on everyday healthcare costs, including dental, optical, physio, wellbeing, and much more
• Salary sacrifice schemes, including Smart Tech and Cycle to Work
• Great development and career opportunities
• Access to One City, our reward and recognition hub. One City provides access to a host of benefits:
• Discounts and cashback at hundreds of supermarkets and retailers, such as Apple, Costco, Currys, IKEA, Argos, and more
• Health and wellbeing centre, which has a range of resources, including - an employee assistance programme, health and wellness apps, recipes, fitness videos, physio, discounted gym membership and mindfulness tips
• Access to our colleague reward and recognition tools, with awards ranging from £5 - £250!

Here's what you can expect to be doing:

• Handling incident calls from the customer and manage until risk has been removed
• Lead incident management calls when required to support incident closure
• Support Team Leader with day to day running of the team
• Handling inbound and outbound calls, and logging jobs in a fast-paced environment
• Call quality, coaching and supporting individuals in the team

Here's what we would like from you:

• Helpdesk or call centre experience is essential
• Developing or working to a Team Leader role
• Previous experience of working within fast-moving customer service environment would be advantageous
• Excellent organisation and time management essential
• Flexible and adaptable to change in a fast-moving environment
• Ability to retain information received and reproduce accurately
• Excellent customer service skills
• Problem solving and go above and beyond

In 1985, husband and wife Willie and Susan Haughey established City Refrigeration Holdings. The pair set out with one goal – to make a positive change in the facilities management industry.

The Haugheys founded their enterprise on the values of collaboration and transparency, replacing client/contractor relationships with long-term, mutually beneficial partnerships. Each partner receives a unique strategy, shaped by the needs of the business and implemented by a bespoke, self-delivered model.

It is this focus that has allowed the City Group to grow from its humble beginnings into one of the world’s most trusted facilities management companies. The business now employs over 12,000 people and has established divisions across Europe, Australia, North America and Asia. It has also diversified the services it offers to include maintenance and engineering, technical procurement and support, cleaning and ancillary services across retail, residential and commercial markets.

Now more than three decades into its story, City remains rooted in the core values established by the now Lord and Lady Haughey and remains passionate about sharing its unparalleled professionalism, quality, customer service and value with partners around the globe.