Customer Service Assistant
Contract: Key Account Network
Location: London
Hours of work: 40
Contract Type: Permanent
This role as Customer Service Assistant offers an exciting opportunity to work as part of a dynamic helpdesk team, supporting day-to-day service yard operations and FM Helpdesk/WSC Deliveries under one of the UK's largest shopping centre contracts.
Collaborating closely with the Team Leader, you will play a vital role in maintaining smooth operations, acting as the first point of contact for contractor and courier queries, and ensuring all facilities-related jobs are logged and managed effectively.
Job Description
As Customer Service Assistant, your responsibilities will include answering calls and emails, logging jobs on the CAFM system, assigning tasks to the engineering team, and handling general administrative duties. You’ll engage directly with customers, retail tenants, and the client, making this a great opportunity to build strong relationships and develop exceptional customer service skills. With a supportive and collaborative team environment, this role provides the chance to learn new aspects of helpdesk and customer service operations, alongside opportunities for progression within the contract over time. If you’re looking to develop your career in a fast-paced and rewarding setting, this is a fantastic opportunity to grow and thrive.
Key Responsibilities
1. Assist with the smooth daily operations of the logistics office to meet all business requirements
2. Maintain health and safety compliance with Client standards
3. Support Emergency Response procedures and ensure adherence to Service Yard rules
4. Manage and monitor the Delivery Management System (DMS), including contractor access requests
5. Oversee helpdesk operations, maintaining inbox standards and organising incoming reports
6. Log reported reactive jobs into Westfield’s FSI Concept CAFM system
7. Liaise with customers to ensure satisfaction, high service quality, and compliance
8. Provide information and assistance to retailers, suppliers, and couriers about delivery and contractor access processes
9. Manage and promote Value Added Services and Skips
10. Communicate relevant issues and plans to the Key Account Coordinator
11. Manage purchase orders and quotes on individual trackers and Maximo
12. Control documentation effectively using SharePoint
13. Assist with WIP updates and produce final completion documentation for the client
Professional and Personal Competencies/Qualifications
1. Attention to detail with the ability to multitask effectively
2. Confidence to provide progress updates to engineers, team members, tenants, and clients
3. Strong analytical skills for processing written, graphic, numeric, and statistical information, including risk assessment
4. Proficiency in various Microsoft programs and CAFM systems
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