Customer Service Advisor - Nights - Part-Time

3h3 hours ago

Cloudfm Group

Colchester, GB · Part-time · £12,722 – £12,722

About this role

Cloudfm Group is on a mission to transform the Facilities Management industry and create a more sustainable future. As a Customer Service Advisor, you will play a critical customer-facing role, working directly with clients and supply chain partners to resolve maintenance issues.

Day to day, you will review incoming maintenance tasks and assign them to our Supply Chain Partners, providing accurate information to ensure tasks are resolved according to agreed service level agreements. You will manage inbound calls, monitor systems and communications, and escalate issues in a timely manner to the relevant people.

You will join a passionate and friendly team within an open, inclusive, and supportive culture. This is a fully remote role, though shortlisted candidates are invited to an in-person assessment day at our Colchester office.

Working for a fast-paced and driven company, you will have plenty of opportunities to learn and grow. We offer a generous rewards package to help you make the most out of life, including a health cash plan and enhanced family leave.

Requirements

At least one year of customer service experience, ideally in a helpdesk environment.
Great interpersonal skills.
Good written communication skills.
Ability to work a 4-on, 4-off night shift pattern (rotating 19:15–01:15 and 01:00–07:00).
Comfortable working fully remotely while attending an in-person assessment day in Colchester.

Responsibilities

Review incoming maintenance tasks and assign them to Supply Chain Partners.
Work with supply chain partners, providing accurate information and effective communication to resolve maintenance tasks per agreed SLAs.
Manage inbound calls against agreed service level agreements.
Monitor all systems and communications, updating them with accurate information to ensure complete transparency for the client.
Escalate issues as necessary and in a timely manner to the relevant people.
Investigate all maintenance tasks sitting in backlog to find a resolution.
Support all queries by seeking out the appropriate point of contact.
Ensure customer service levels are met and exceeded.

Benefits

Salary of £12,722 pro-rata per annum plus night shift allowance of £10 per shift.
Remote working to help you achieve a balanced life.
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.
Life Insurance and Personal accident cover.