Customer Services Representative

Hours: Full Time - 40 hours - Variable Shift Pattern

Creating and maintaining great places to live and work delivered by excellent people who care

Overview

Purpose of Role

VINCI Facilities is looking for an organised and customer-focused Customer Service Representative to join our busy helpdesk team supporting our Ministry of Defence contract covering the South East of England.

Job Description

This is a fast-paced role where you will be the first point of contact for customers reporting reactive maintenance issues across approximately 90 sites. You will be responsible for ensuring all requests are logged accurately and dispatched efficiently to our engineering teams while delivering excellent customer service at all times.

There is a 4-week rotating shift pattern:

• Week 1 - 07:00 to 15:30
• Week 2 - 08:00 to 16:30
• Week 3 - 09:00 to 17:30
• Week 4 - 10:30 to 19:00

There is also a requirement to work 1 in 6 weekends on a rota basis.

Responsibilities

• Answer incoming calls and emails from customers reporting maintenance issues
• Log reactive maintenance jobs accurately onto internal systems
• Prioritise and schedule work in line with service level agreements
• Coordinate with engineers and subcontractors to ensure timely completion of works
• Provide updates to customers on job progress where required
• Maintain accurate records and documentation
• Work collaboratively with the wider helpdesk

Essential Qualifications/Skills

• Previous customer service or call centre experience
• Strong communication skills (both written and verbal)
• Good IT skills and confidence using multiple systems
• Strong organisational and time management skills
• Ability to prioritise workload in a busy environment

What we offer

In return for your hard work we offer additional training and development, 26 days holiday (+ bank holidays), generous pension contribution, life assurance and much more.

We are VINCI Facilities - experts in the built environment. VINCI Facilities is a Facilities Management and Building Solutions provider, delivering cost-effective and sustainable bespoke solutions to customers in the public and private sectors. We are committed to working towards a lower carbon society, focusing on sustainable and innovative methods to exceed our partners' goals and add value for all stakeholders - and we were named the top-ranked FM service provider in the Sustainable FM Index for 2020. We put our people first. Always working as a team and collaborating from start to finish. We are the trusted expert in the built environment because we listen to our team and create a workplace that maximises their potential.

Fairness, Inclusion and Respect (FIR) at VINCI Facilities is about recognising and celebrating each other's differences and what they bring to the team. Harnessing this diversity and applying the experiences, abilities and unique qualities of individuals will enhance our business; therefore, we commit to equity of opportunity and fair treatment of all current and potential employees and encourage job applications from all.

Should you require any reasonable adjustments to be made as part of the application process please contact us directly.

VINCI recognises the importance of helping our employees balance their work and home life by offering flexible working arrangements across many of our roles which include working from home to enable employees to balance their working life with other priorities.