Are you looking for an employer who is big on career development?
Do you enjoy communicating with various stakeholders?
Do you thrive on delivering on set SLAs/KPIs?
Do you enjoy leading teams and driving performance?
If yes then read on, as Arcus Facilities Management are seeking an experienced Helpdesk Supervisor to join us on a permanent basis in Cirencester.
You’ll be joining as the 1st line management for a team of Contract Coordinators to ensure the successful delivery of all activity across a significant FM contract. You’ll also support the Account Director in monitoring Operative’s & Helpdesk workload, and deliver and maintain a high level of customer service for all Arcus FM Customers.
Responsibilities:
* Consistently deliver the company’s “service expectations” across all key areas, liaising with and supporting clients, working closely with external and internal departments.
* Take responsibility for the performance of accounts with the Account Director to deliver the elements of the Arcus contract, ensuring client satisfaction.
* Receive inbound calls from existing customers regarding maintenance queries, providing exceptional customer service.
* Respond to enquiries & new job e-mails from existing customers.
* Accurately record job requirements and priority on in-house software and client portals.
* Take ownership of customer queries to offer 2nd line support contact resolution.
* Handle Customer Support Centre administrative duties, including monitoring team inboxes.
* Work closely with the Account Director to achieve both client and business objectives.
* Monitor KPI performance and interrogate data, providing reports for the Account Director.
For the right candidate, there is also the opportunity for career progression if that’s what you’re looking for.
Requirements:
* Experience within Customer Services.
* Excellent communication skills and a flair for great service, leading by example.
* Proficiency in Microsoft Office applications and IT systems.
* Strong administration skills, well organized with the ability to process data quickly and accurately.
* A ‘can do’ attitude, and ability to work under pressure.
You will be working 40 hours per week between Monday to Friday, 8:00am-5:00pm, on a hybrid model out of our Cirencester site.
Benefits:
* Salary: Up to £26,000 per annum, depending on experience.
* 25 days annual leave, plus bank holidays.
* Up to 4% discretionary bonus scheme, subject to achievement of targets.
* Group personal pension scheme of matched contributions between 5% and 6%.
* Life Assurance.
* Funded Training Sponsorship Scheme.
* Cycle to Work Scheme.
* Health Cash Plan.
* Up to 10% off B&Q/ Trade Point.
* 20% off Nuffield Fitness and Wellbeing Centres.
Don’t miss out on this great opportunity, and apply today by clicking on the ‘apply’ button.
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