Senior Customer Service Representative – Backshift City Facilities Management Glasgow £25,410 a year – Full-time

Job Title: Customer Service Representative

Location: Glasgow Head Office

Contract Type: Permanent

Working Hours: 37.5 Hours Per Week

Salary: £ £25,410.00 per annum Total Salary, Overtime, 33 Days Holiday, Private Pension & Benefits – Including Employee Discounts

An exciting opportunity has emerged for a Customer Service Representative to join our company to work on the helpdesk with one of our major UK supermarket clients.

The role will involve answering inbound calls and make outbound calls in a professional manner whilst logging and passing out efficiently, all customer related faults and enquiries. You will monitor and manage new calls with a high focus on response times whilst following the call scripts provided capturing all relevant data to comply with Call Quality Monitoring guidelines.

Key Responsibilities:

• Ensure all relevant data is obtained on each call through appropriate questioning quickly securing an understanding of the problem.
• Ensure the accurate input of data and the completion of all relevant fields throughout each call.
• Liaise with Engineers in order to prioritise calls enabling swift response times.
• Manage after call activities to effectively manage workload and service levels.
• Communicate fluently and confidently without supervision creating an atmosphere of co-operation with both Customer and Colleagues.

Qualifications / Experience:

Experience in a similar customer service-based role is desirable but not essential.

The ideal candidate:

• Visibly demonstrate enthusiasm and positive behaviour.
• Represent the Company in a professional and competent manner at all times and develop strong working relationships with City and partnership colleagues.
• Consider the impact of own actions on other members of the Helpdesk team and take pride in being part of a team.

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