Customer Service Advisor

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.

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.

• 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

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.

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: £ 13,879.32 pro rata per annum excluding night shift allowance of £10 per shift
• 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.

The Night Customer Service Team operates on a 4-on, 4-off shift pattern. We are currently seeking two candidates to work 6-hour shifts on a rotational basis, covering 19:15–01:15 and 01:00–07:00.

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!