Customer Services Representative

Hours: Full Time - 40 Hours - Variable Shift Pattern 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 across 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.

Shift pattern: Week 1 - 7:00 am to 3:30 pm, Week 2 - 8:00 am to 4:30 pm, Week 3 - 9:00 am to 5:30 pm, Week 4 - 10:30 am to 7:00 pm. One weekend every six weeks 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 team to maintain service standards

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
• Team player with a positive and professional attitude

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.

Fairness, Inclusion and Respect (FIR) at VINCI Facilities is about recognising and celebrating each other's differences and what they bring to the team. 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, including working from home to enable employees to balance their professional and personal priorities.